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

  • 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.

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

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

  • 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.

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

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

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

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

  • Companies Don’t Solve Problems.
    People Do.

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

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

  • 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

  • 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

  • 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.

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

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

  • 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.

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

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

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

  • Learn something every day. Never stop learning.

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

  • 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.

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

  • 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.

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

Creating a Culture of Reliability, Responsibility, and Accountability

In the past few years, some companies have not just weathered the economic storm; they’ve actually emerged stronger than ever. The question is: How did they become the exceptions? These organizations deepened their engagement with employees and created a culture that drives reliability, responsibility and accountability.

Come to this session and learn how to build a corporate culture where employees are self-directed, creative, innovative, and take ownership. Learn the questions to ask employees to determine what contributes to or detracts from their ability to deliver excellent customer service. Employees want to do a good job. Finding out what they need and providing them the tools, processes, etc. allows for improved productivity, profitability and customer satisfaction. Leaders can ensure a “positive service climate” and increase profits if they learn how to nurture the culture of employee engagement, trust, and accountability.

  • Understand how to create a responsibility-based culture where innovation and creativity are paramount.
  • Explore engagement and empowerment that creates productivity and profitability.
  • Learn the 7 step process to engaging and empowering employees.
  • Gather an outline of the recognition and reward systems that emphasize excellent service.
  • Outline the accountability and role modeling that needs to be employed by managers.

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