Accountability, with engagement, equals profitability. When everyone gets that they are the customer/client/patient experience, no matter what their function or degree of contact with the client is, they will connect at an accelerated level that will differentiate you from your competition.

What do great managers know that average managers do not when it comes to employee training, retention, and motivation? Experience has shown that implementing a solid employee development process, which includes industry best practices, can drive productivity up by almost 40%, at little cost. Employees work for more than just money, you need to find out the biggest motivator.

This is how to engage, inspire, educate, and empower everyone that will bring out their best every day, and at the same time, grow your company, and your reputation as an employer of choice.

This pandemic crisis has thrown almost every organization for a loop and in many cases, a very significant financial loss and for many, a large customer/client/membership loss. There was no plan to get into this challenge, and a struggle for a plan to come out of it. Businesses can't afford the cost of disengaged employees. This presentation is designed to help you adjust to the new normal, by how you treat your employees so that they treat your customers even better. Business moves at the speed of trust – this is how to get there.

For organizations that laid off or furloughed people because of the pandemic, and are now dealing with “The Great Resignation”, and “The Big Quit” there will be a trust and engagement issue. There will be a labor shortage in some industries, and that will drag down your company’s growth, performance, and profitability. Employees are leaving to find more suitable jobs with better pay, benefits, promotional opportunities, and less risk. Solidify your business customer care reputation by having engaged, enthusiastic employees.

Learning Objectives

Topic Background

This fast-paced session will show you how to fully engage, influence, and empower your front-line staff on how to successfully improve the customer experience. When you have total staff engagement, accountability, and creativity go up, and referrals follow. Staff satisfaction, the engagement measure of individual productivity that leads to profitability, increases. There is a direct link between employee satisfaction and customer retention.

Participants will learn how to design and implement the single most powerful best practice that will motivate employees to go the extra mile, especially in dealing with customer problems and complaints. They will learn a systematic retention process for engaging 20% of their staff to influence the remaining 80%, called "K.E.E.P." and learn about the 10 attributes of high-performance teams and how to apply them in a step-by-step way.

This is about how to achieve a “tipping point” to gain buy-in and ownership from a critical mass of leaders and staff and how to unleash the power of enthusiastic, empowered front-line staff by successfully recruiting and engaging the best-of-your-best staff to teach a custom-designed service excellence workshop. Customer satisfaction and referrals will go up.