Reaching Into the "Wow Zone;" Delivering Awesome Customer Service
How can I stand out from the crowd enough to "wow" customers and build loyalty? If this question is on your mind, then this program is the answer!

You Will Learn:

• New and inexpensive techniques to uncover real customer needs, wants and expectations
• To use Tom's "Wow Zone Graph" to create an unexpected service experience that sells
• For your "front-line" - 7 steps that turn upset customers into happy and loyal customers
• How to get your staff motivated by making them managers of their "Moment of Truth"
• How to use Tom's Steps of Service & Moments of Truth charts as tools to analyze and drastically improve the total buying experience you offer and become a market leader

You Will Leave With:

• New ideas that will help your organization improve its performance immediately
• Tools and techniques that will set you apart from your competition and attract customers
• A specific Action Plan that will guide your next steps toward awesome results

"Tom is doing an excellent delivering our Service Excellence program. He really customized the contact to hit the mark for our people and he delivers it with such enthusiasm and humor that employees love to attend.
Diane Flori, City of Raleigh

Leadership; Leading Other to Lead Themselves
If this question is on your group's mind, then this program is the answer.

You Will Learn:

• A 4 part "Extra Mile" Leadership Model that will focus your leader's development
• How to create and use a shared direction that will inspire your staff to new heights
• How to make empowerment more that a misunderstood "buzzword" and use it as a powerful technique of guiding and motivating your staff
• How to effectively provide feedback and coach your staff successfully
• How to create a positive work culture that expects and delivers excellence

You Will Leave With:

• New ideas that will help your organization improve its performance immediately
• Tools and techniques that will help you develop both your managers and your staff
• A specific Action Plan that will guide your next steps toward better results

"Your work with our supervisors has been very helpful. It is great to see them putting what they have learned into action and seeing positive results!"
Vicky Will, Mallinckrodt Pharmaceuticals

Mission Possible Selling Skills; It is "Value" Not Price... So Prove It!
How can I get out of the viscious cycle of loyalty with my customers? If this question is on your mind, then this approach is the answer!

You Will Learn:

• New and effectivetechniques to make an awesome first impression and at the same time uncover real customer needs, wants and expectations
• How to use Tom's "Wow Zone Graph" to create a "value package" that sells
• How to communicate the true "value" your offer in a way that impacts your customers' decision making
• How to turn objections into opportunities to stand out from the crowd
• How to be perceived by your customers as a "partner in success" rather than a vendor

You Will Leave With:

• Tools and techniques that will help you increase your sales performance immediately
• A renewed enthusiasm for doing what it takes to create results
• A specific Action Plan that will guide your next steps toward better results

"Tom has done a great job working with our dealers! He is able to relate to both managers and salesman and provides super ideas in a fun manner."
John Kellogg, Andersen Window Distributor

Turning Average Work Groups Into Awesome Teams
How can I ensure that my employees work together as a team instead of just a group of individuals? If this question is on your mind, then this program is the answer!

You Will Learn:

• A 4 part Team Effectivenees Model that will guide your development efforts
• How to identify and successfully move through the different stages of team growth
• To use conflict as a positive tool to help your team succeed instead of harming the team
• How to create a "shared working approach" and "mutual accountability" for results
• How to avoid both the typical and unique pitfalls teams come up against and learn from these struggles as your group develops into an awesome "Extra Mile" team

You Will Leave With:

• New ideas that will help your teams improve their performance immediately
• An assessment tool that will allow you to monitor team growth and identify problems
• A specific Action Plan that will guide your next steps toward better results

"Tom has been a key element in our improvement efforts. He has helped us develop our teams from the ground up and we are getting results using the skills, tools and techniques he taught us. His sessions are always filled with humor and enthusiasm."
Bob Stehouwer, E&J Supply

* Please note that while this speaker's specific fee falls within the range posted at the top of this page (for Continental U.S. based events), fees are subject to change without notice. Also note that most celebrity keynotes begin in the $25,000 and up range (most list "Contact for Fee Schedule"). For current fee information or international event fees, please contact your Speakers Platform representative.