• The great thing in this world is not so much where we are, but in what direction we are moving. Oliver Wendell Holmes

  • 78% of consumers say their most satisfying experience occurred because of a capable and competent customer service representative.

  • Effective coaching is a key method for increasing productivity and profitability in an organization. Recent studies have shown that 85% of the workforce wants holistic coaching so that they can continually improve and grow.

  • The quality of a person’s life is in direct proportion to their commitment to excellence, regardless of their chosen field of endeavor. Vince Lombardi

  • 85% of business leaders agree that traditional differentiators alone are no longer a sustainable business strategy.

  • 25 of every 27 customers who have a bad experience fail to report it because they don’t believe anything will change.

  • Leadership IQ being equal, it is believed emotional intelligence – how we manage ourselves, our emotions and the emotions of others – accounts for 85 – 90% of what separates the most outstanding leaders from their peers.

  • "High performing organizations are constantly focusing on improving their capabilities through learning systems, building knowledge capital and transformational learning throughout the organization.” - Ken Blanchard

  • A survey of 350 executives across 14 industries, 68% confirmed their companies experienced unanticipated problems in their change process. – International Consortium of Executive Development Research.

  • Employee loyalty builds customer loyalty, which builds brand loyalty. It’s as simple - and as difficult - as that.

  • If you want 1 year of prosperity, grow rice. If you want 10 years of prosperity, grow trees. If you want 100 years of prosperity, grow people. – Chinese Proverb

  • 70% of organizational changes fail and these failures can be traced to ineffective leadership.

  • The key to building a culture based on Trust and Personal Responsibility is getting all employees to be committed to the organization’s Vision and the Values That Build Trust.

  • Learn something every day. Never stop learning.

  • No one of us is as smart as all of us – when teams function well, miracles happen.

  • People are the core strategic asset. To be successful, a company must listen, involve, encourage, nurture, support, empower, and reward all its constituencies.

  • The number one fear in the world is public speaking. “You” vs. “I” messages are powerful tools for capturing your audience’s attention.

  • 50 – 70% of how employees perceive their organization can be traced back to the actions of one person – the leader.

  • Change is constant. To implement change you must listen, engage, and empower individuals in the change process.

  • Leadership is being the best you can be, and helping others be the best they can be.

  • Companies Don’t Solve Problems.
    People Do.

  • First, people don’t grow and change much unless they’re in a supportive environment where people know what they want to do and encourage them to do it.

  • The key to keeping customers satisfied and loyal is to value and train employees while making them an integral part of corporate success.

  • It costs 10 times more to gain a new customer than it does to keep an existing customer.

  • The brighter you are, the more you have to learn.

  • It is estimated that 80% of mergers and acquisitions that occur today fail to meet initial expectations.

  • Personally, I am always ready to learn, although I do not always like being taught. Winston Churchill

  • Corporations can work five times harder and spend five times more money to gain new customers, or they can keep the ones they have.

Past Speaking Engagements

 

 

 

Healthcare Call Center Times 2018
June 15, 2018

It's a Beautiful Day in the Neighborhood: What Healthcare Professionals Can Learn from Mr. Rogers
Pittsburgh, PA

 

Associated Grocers Union
May 9, 2018

Conflict Management and Handling Difficult Situations
Pembroke, NH

  

Associated Grocers Union
January 17, 2018

The Power of YOU: Inspiring Innovation and Creativity
Pembroke, NH

Cape Cod Women's Association Fall Meeting 2017
October 10, 2017

Emerging Exceptional: Managing One Change at a Time
Cape Cod, MA

PECO 2017 Company Conference
October 9, 2017

Empowering Your Success
Philadelphia, PA

Bank of America
October 3, 2017

Impacting Your Bottom Line by Embracing a Diverse Culture
Chicago, IL

 ICMI Contact Center Expo and Conference 
September 26, 2017

Sparking Creativity and Innovation in Your Contact Center
Las Vegas, NV

 ICMI Contact Center Expo and Conference 
September 25, 2017

Journey Mapping: Creating an Exponetially More Effective Customer Experience
Las Vegas, NV

 New England Contact Center Forum
June 13, 2017

Change Your Thinking, Change Your Culture
Boston, MA

Associated Grocers of New England
May 17, 2017

How to Field a Connection with People in 10 Seconds
Pembroke, NH

Advena 10th Women's Leadership International Conference
March 24, 2017

The Power of Magnetic Leadership: It's Time to Get R.E.A.L.
Washington, DC

 Associated Grocers of New England
January 27, 2017

Leading Effective Meetings
Pembroke, NH

 CT SHRM
January 10, 2017

The Power of Magnetic Leadership: It's Time to Get R.E.A.L.
Norwalk, CT

ICMI Call Center Conference 2016
October 26, 2016

Change Your Thinking, Change Your Culture
Dallas, TX

 ICMI Contact Center Expo and Conference 2016
May 11, 2016

 

Unlocking the Power of Customer Loyalty
Long Beach, CA  

SCAC HR Conference
May 6, 2016

Supercharge Your Organization by Hiring for A+ Attitudes
Columbia, SC

 

SHRM Atlanta
March 30, 2016

Navigating the Gen Y and Gen Z Workplace Transformation
Atlanta, GA

 

NE Contact Center Forum
September 22, 2015

Unlocking the Power of Customer Loyalty
Canton, MA

Voiance
August 25, 2015

Engagement & Empowerment of Today's Workforce
Webinar

ICMI Contact Center & Expo
May 4, 2015

Driving Business Results with a Culture of Trust
Orlando, FL

ICMI Contact Center & Expo
May 4, 2015

Prepare for Mega-Trends and Gen Z
Orlando, FL

Association for Talent Development
March 23,2015

Managing Changes in the Workplace
Birmingham, AL

MAHRA
March 3, 2015

Leveraging Todays' Multigenerational Workforce
Manchester, NH

VA School Board
November 21, 2014

The Power of Magnetic Leadership: Energize Your Organization
Williamsburg, VA

Junior League
November 19, 2014

Creating a Culture of Reliability, Responsibility & Accountability
Webinar

One Calls of America
October 14, 2014

Supercharge Your Organization by Hiring A+ Attitudes
Las Vegas, NV

SAHRA Annual Conference
September 17, 2014

Supercharge Your Organization by Hiring A+ Attitudes
Sacramento, CA

Uline Branch Manager Conference
July 23, 2014

Be a Magnetic Leader: Energize Your Organization
Chicago, IL

 

ASTD New England Conference
June 13, 2014

Transforming Training to Target Age Diverse Learners
Chelmsford, MA

26th Annual Conference of Healthcare Call Centers
June 11, 2014

Management: It Just Got More Challenging
Atlanta, GA

The Citi Women Investor Network
June 5, 2014

The Power of Magnetic Leadership: Building Your Personal Brand
Boston, MA

 

ICMI Contact Center Expo & Conference
May 8, 2014

The Power of Magnetic Leadership
San Diego, CA

ICMI Contact Center Expo & Conference
May 7, 2014

Hire A+ Attitudes for Your Organization
San Diego, CA

SHRM Talent Management Conference
April 30, 2014

Supercharge Your Organization by Hiring A+ Attitudes
Nashville, TN

 

Devine Millimet
February 21, 2014

The Magnetic Power of Organizational and Personal Brand
Manchester, NH

 

National School Board Association Leadership Conference
February 1, 2014

The Power of Magnetic Leadership: Energize Your Organization
Washington, DC

 

HR.Com
January 24, 2014

Employee Retention by Building a Recognition Rich Culture
Event Link: www.hr.com

 

Great Bay Community College Alumni Association
November 20, 2013

Loyalty in the Workplace
Portsmouth, NH

 

ASTD Chapter Leader's Conference
October 26, 2013

Attracting and Retaining the New Generation
Crystal City, VA

  

ASTD Chapter Leader's Conference
October 25, 2013

Keynote: The Power of Magnetic Leadership: Energize Your Chapter
Crystal City, VA

  

ICMI Call Center Demo & Conference
October 21, 2013

Psychology of Coaching
Atlanta, GA

  

The Wellness Corporation
October 7, 2013

Building Rapport, Respect and Credibility
Shrewsbury, MA

  

New England Women’s Leadership Institute (NEWLI) 
June 7th, 2013

Be Courageous: Create a Dynamic Personal Brand 
  Nashua,NH

 

ACCE Conference & Expo 
May 13, 2013 1:30 – 5 pm

Increase Productivity and Profitability with Exceptional Leadership 
  Seattle, WA 

 

ACCE Conference & Expo 
May 14th, 2013 2:30 – 3:45 pm

Cultivating a Culture that Delivers Superior Results 
  Seattle, WA

 

CUPA – HR Eastern Regional Conference 
April 15, 2013 1:30 – 2:45 pm

Catapult Institutional Success: Hire Transformational Thinkers and Create Brand Advocacy 
  NY, NY 

 

UNI Strategic 
February 21-22, 2013

The Power of Customer Loyalty 
  Malaysia 

Southern New Hampshire University
October 31st, 2012 12 – 2pm

The Power of Magnetic Leadership: It’s Time to Get R.E.A.L.
Manchester, NH

 

Project Management Institute  
October 17th, 2012 6 – 8pm

Building Rapport and Connecting with Credibility
Portsmouth, NH

International Customer Management Institute (ICMI)
October 9th – 11th, 2012

Managing Change through Trust, Engagement & Empowerment 
Durkin's Session: Tuesday October 9th from 8:30am - 12:00pm
Dallas, TX
Event Link: http://www.icmi.com/ccdemo

Dreamforce (@ICMI)
September 18th - 21st 2012

Strategies for Hiring and Retaining Today’s ‘Super Agents’
Durkin's Session: Friday September 21st from 11:30am - 12:30pm
San Francisco, CA
Event Link: http://www.salesforce.com/dreamforce/DF12/

Institute of Management Accountants (IMA)
September 18th, 2012 7am – 8:15am

How to Build a Culture
Mystic, CT
Event Link: http://nerc.imanet.org/

2012 Allegra Network Convention
July 21st, 2012 1:30 – 2:45pm

Building Customer Loyalty and Brand Equity
Orlando, FL
Event Link: http://convention.allegranetwork.com/

NHASP Annual Conference
June 28th, 2012 8:30am – 10am

Magnetic Leadership Principles for Principals
Bretton Woods, NH

GraniteState Human Resources (GSHR)
May 1st, 2012

Magnetic Leadership: It’s Time to Get R.E.A.L.
Manchester, NH   
Event Link: http://www.gshrconference.org/index.php

National Association Background Screeners (NAPBS)
April 16th – 17th, 2012

Keynote: Managing Change in Environments that are Redefining Themselves
April 16th, 8:30 – 9:50am
The Big E: Engaging, Empowering and Enriching Employees for Improved Earnings
Education Session - April 16th, 11-11:50am
Creating a Culture of Reliability, Responsibility and Accountability
Education Session - April 16th, 2: 3-3:50pm
Nashville, TN
Event Link: http://www.napbs.com/i4a/pages/index.cfm?pageid=3299

The Commonwealth Institute
January 26th, 2012 8am – 10am

Core Drivers for Generational Integration
Boston, MA
Event Link: http://www.commonwealthinstitute.org/cms/publish/Calendar/Core_Drivers_for_Generational_Integration.php

Boston Women’s Network (BWN)
January 19th, 2012 from 6:00 - 8:30 pm

Magnetic Leadership - Creating Your Personal Brand
Boston, MA
Event Link: http://www.bostonwomensnetwork.org/index.php?src=events&submenu=Events_Speakers&srctype=detail&category=Events&refno=119

International Customer Management Institute (ICMI)
October 11th – 13th, 2011

Increase Productivity and Profitability with Exceptional Leadership
Session 503: October 13th, 2:15pm - 3:30pm
Dallas, TX
Event Link: http://www.icmi.com/Events/Call-Center-Demo

The Commonwealth Institute
October 5th, 2011 12:30pm – 2pm

Strategies for Success: The Power of Magnetic Leadership
Waltham, MA

Association for Accountants & Financial Professionals in Business
IMA Northeast Regional Council Annual Conference
September 19th, 2011 from 1:30pm – 3:15pm

Managing, Motivating and Integrating Your Multigenerational Workforce
Sturbridge, MA
Event Link: http://www.nerc.imanet.org/

International Customer Management Institute (ACCE/ ICMI)
June 13th – 16th, 2011

The Big E: Engaging, Empowering & Enriching Employees in Unsettled Times – Session 101 - Tuesday June 14th, 11am – 12:15pm
Managing, Motivating and Integrating Your Multigenerational Workforce - Session 401 -Wednesday June 15th, 11am – 12:15pm
New Orleans, LA
Event Link: http://www.icmi.com/ACCE/Conference
Sessions: http://bit.ly/jFBiGE

Maine HR Association  
May 10th, 2011  from 2:30pm – 4pm

The Power of Magnetic Leadership
Rockport, ME
Event Link: http://mainehr.com/convention/
Event Link RECAP http://www.youtube.com/user/LoyaltyFactor#p/a/f/0/8jQlwSYAxKk

The Association for Operations Management – Southern NH Chapter (APICS)
May 19th, 2011 from 2:30pm – 4pm

The Big E: Engaging, Empowering & Enriching Employees
Nashua, NH
Event Link: http://www.apics253.org/pdm.html

Manchester Area HR Association (MAHRA)
March 1st, 2011 from 8-10am

Employee Involvement in Companies
Manchester, NH

Massachusetts Innovation & Technology Exchange (MITX)
November 9th, 2010 from 8-10am

Attracting & Retaining the Multigenerational Workforce
Cambridge, MA
Event Link: RECAP http://blog.mitx.org/Blog/bid/58450/Overcome-Multigenerational-Challenges-at-Work-Event-Recap

Greater MerrimackValley Human Resource Association (GMVHRA)
September 8th, 2010 from 9:10 – 10:15am

Coaching for Commitment
North Andover, MA

International Customer Management Institute (ICMI) – ACCE Conference & Expo Event
June 14th, 2010 from 1:30 – 5pm

Managing Through Change
New Orleans, LA

LOMA 2010 Customer Service Conference
June 4th, 2010 from 8:30am – 9:30am

Retaining High Caliber Employees
Orlando, FL

GraniteState Human Resources Conference
May 11th, 2010 from 8:30am – 9:45am

Retaining High Caliber Employees
Manchester, NH

Employers Association of the NorthEast (EANE) New England Workforce Conference
March 25th, 2010 from 10:00am – 11:45am

The Loyalty Factor: Increasing Employee, Customer and Brand Loyalty
Sturbridge, MA
Event Link: RECAP http://www.youtube.com/user/LoyaltyFactor#p/a/u/0/2zL_ahkTviQ

Granite State Chapter International Executive Housekeeping Association (IEHA)
March 11th, 2010 from 10am – 2pm

Customer Relationships
Brentwood, NH

The Society of Consumer Affairs Professionals in Business New England Chapter (SOCAP NE)
January 26th, 2010 from 2-4pm

Building Employee, Customer and Brand Loyalty
Canton, MA

Human Resources IQ
January 14th, 2010 from 3:30-4:30pm

Attracting, Retaining & Empowering the New Generation
Webinar

Northeast Human Resources Association (NEHRA)
December 10th, 2009 from 8am – 5pm

Coaching for Commitment
Waltham, MA

Granite State Chapter International Executive Housekeeping Association (IEHA)
December 2nd, 2009 from 10am – 2pm

Managing the Multigenerational Workforce
Brentwood, NH

American Society for Healthcare Human Resources Administration
(ASHHRA) of the American Hospital Association
November 1st, 2009 from 4:45 – 6:15pm

Attracting, Retaining & Empowering the New Generation
Chicago, IL

The Customer Experience / EMACS Conference
October 29th, 2009 from 2-3:30pm

Effectively Leading & Managing in an Economic Downturn
Webinar

 

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