Larry delivers fresh insights and practical "how to's" for leading change, retaining customers, and developing effective work relationships. His clients include Harley-Davidson Motor Company, Nordstrom Department Stores, American Express, United States Telecom Association, JP Morgan Chase Bank, Lloyds of London, Tektronix, the HON Company, and the American Medical Association.
NATIONAL & INTERNATIONAL RECOGNITION
Larry was awarded the City of Phoenix Award of Excellence for designing and implementing that city's team based quality improvement program. This program was featured in a PBS televised documentary by Tom Peters (co-author of In Search of Excellence).
Since 1986, Larry has presented to more than 2500 audiences in every state in the Union, as well as in the United Kingdom, Hong Kong, Malaysia, Indonesia and Australia. Larry was the #1 ranked speaker at the Inc. Magazine Workforce 2000 Conference. He has been invited to speak at eight International Customer Service Association Conferences.
EXPERIENCE
- 4 years in health care management
- 7 years as training manager in government and the private sector
- 17 years as president of his own training and consulting firm
AFFILIATIONS
National Speakers Association Member
- National Speakers Association CSP - An earned designation that only 8% of the 3500 members have achieved
- National Speakers Association - Past Arizona Chapter President
EDUCATION
- B.A. Education - Arizona State University
- M.A .Psychology/Counseling - Northern Arizona University
PUBLICATIONS
- Absolute Honesty: Building A Corporate Culture That Values Straight Talk and Rewards Integrity, AMACOM Books, NY, NY, 2003. More that 40 articles published in national and international journals including Inc. Magazine's Customer Service Update, the Journal of the International Customer Service Association, the Journal of the American College of Health Care Administrators, and Brown University's Long Term Care Update.
- Project Management DVD Program, CareerTrack Publications
- Project Management, Audio Program, CareerTrack Publications
- Beyond Customer Service DVD & Audio Training Program, an eight volume DVD training program
- Constructive Confrontation, DVD training program
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