Tag Archives: Customer Service

The Strategic Fit – Building Relationships with Speakers’ Bureaus

The Strategic Fit – Building Relationships with Speakers’ Bureaus

By Christy Lamagna, CMP, CMM, CTSM

This is the final piece in a three-part series recapping a conversation I had with Sue Falcone, Founder and CEO of Remarkable! A Speakers Bureau on how planners can strategically build relationships with speaker’s bureaus. The Strategic Fit - Building Relationships with Speakers' Bureaus

This is the final piece in a three-part series recapping a conversation I had with Sue Falcone, Founder and CEO of Remarkable! A Speakers Bureau on how planners can strategically build relationships with speaker’s bureaus. Part one introduces the value of the speakers’ bureau, and part two talks about event speaker trends.

Christy: What do you do about speakers who speak from scripts and are reluctant or unwilling to adapt the message to an audience?

Sue: It’s essential to make sure every client gets a unique and custom experience. Audiences will not accept “canned” presentations, although once that was the norm.  Every speaker search I do starts with a thorough questionnaire for the speaker and the planner so that I know exactly what is expected from and needed from both sides.  It doesn’t matter how many times I have worked with a client; every piece of business must be earned.  Fresh, relevant material is a must and that means adapting to the audience.

Christy: What do you say to those who think they can’t afford to hire a speaker or to those who would prefer to simply book directly?

Sue: I focus on creating an experience from the initial contact, so fees are not the first thing we discuss. I want to know what the client is looking for and what the goal is for bringing in the speaker. From there, it’s my job to find solutions and secure a speaker they like and need.

As for being able to afford my services, there are a few key points to keep in mind. Always ask if the bureau’s fees are paid for by the client or the speaker as it varies by organization. At Remarkable Speakers! the speaker pays for the booking, so there is no cost to the client for utilizing my services. It is also important to know that the speaker fees we quote are not marked up to cover the fees the speaker pays us.

The additional thing to keep in mind is the expertise offered by the bureau. After listening to what the client wants, I make initial recommendations, factoring in not just the speaker’s content but their style. It has to be a good fit at every level. No one has time to waste, so working with a pro means only seeing speakers who meet your needs, style and budget. Watching clips on You Tube and searching the net for speakers can take hours and may not lead you anywhere.

Christy:  Planners are so often in ‘go’ mode that they forget to stop and consult the experts. It’s a good reminder that help is available and that the service providers will likely do a better job than we could. Thanks for that quick reality check!

Sue: I think we can all fall into that trap sometimes! To continue: as for budget: I never apologize or shy away from the cost to book a speaker. Some of the best advice ever given to me that I live by was: “when quoting fees you should be able to do it without blinking an eye. Do it with confidence, facts, and commitments.”

That doesn’t mean there isn’t room for negotiation.  Both sides need to walk away feeling good about the partnership. I can work with both parties to create mutually agreeable terms.  I love the “thrill of the hunt” and closing deals. After booking thousands of speakers I have tons of creative ways clients and speakers can find middle ground.

Christy: My friend is a speaker. Why do I need one of yours?

Sue:  Now, more than ever, everyone thinks they are a speaker, or knows someone who is! I always thank my clients for the opportunity to “earn their business.” Often, when looking for a speaker, initially, people do not know what they want. Even if they have a friend or colleague in mind, it’s a good possibility they still are looking for suggestions. I find that many times after a few questions, the client is not quite as sold on their friend as it might have first appeared.

Knowing the speaker has advantages but does not guarantee it’s the right fit. I ask questions about what they are looking for in their speaker, and does their friend have all need to have a successful event. I share key things to look at; great video clips, an active and engaged social media presence where you can see reviews and testimonials, and what their marketing materials look like to see how fresh, current, and relevant their speaker is. I make sure they think through the ‘why’ around choosing their friend as the speaker.  It’s important to remember that the impact of choosing the best speaker reflects on them.  I want my clients and potential clients to be seen as “rock stars” for choosing the perfect speaker and having a successful event. Sometimes their friend may be their speaker of choice.

To me it’s about helping people make good decisions so even if we don’t book a speaker, I am still thankful for creating a relationship that can be developed for future business. The other opportunity is for me to add a new speaker to my roster as we are always looking for Remarkable Speakers!

A huge thanks to Sue for her time, expertise, buoyant personality and wisdom. I speak to many people each day and few have Sue’s remarkable spirit, candor and enthusiasm. I hope you all enjoyed reading this as much as I had speaking to her. To continue the conversation, leave a note in the comments section below, find me on Twitter: @SMEChristy or email me: Christy.lamagna@strategic.events.

CEO, Sue Falcone, recognized the need for a speakers bureau that would represent professional speakers, and provide the perfect speaker for clients who sought the best for their events with a personal “hands on” custom touch.

From a former corporate executive, to becoming a professional speaker and author being hired, and creating a distinctive and unique speakers bureau representing speakers for hire, she gained the experience and expertise needed to give a full service experience.

 

“How Passionate Business Storytelling Makes a Message Unforgettable” by Kelly Swanson

Your StoryI was speaking to a group of hotel managers in a program on how to motivate their employees to provide better customer service. In the opening, I pointed out that according to a 2016 Gallup poll, only 34.1 percent of American workers are engaged in the workplace.

And then I told them a story. It was about a woman I had heard singing as she worked in a hospital, and how I had heard her voice all the way from the parking lot. “Some sweet morning, when this day is over, I’ll fly away.” They were loud, staccato, jubilant notes of a life well lived.

When the automatic glass doors to the building opened, I could see her standing there holding her mop as if it were a beloved dance partner, as if her faded cotton dress were made of the finest silk. I watched her all throughout the day as she touched the lives of many. In the cold antiseptic corners of that hospital I saw pain find healing, watched sorrow meet comfort, and saw hopelessness find hope all wrapped up in a faded cotton dress and comfortable shoes.

That day, a woman full of blessings who smelled of bleach showed me what service looks like—and it didn’t come in a list, but in an attitude. The program continued on, and at the end I asked my audience who among them could remember what I had mentioned earlier about the poll and the percentage of employees it indicated were engaged in the workplace. Two hands went up. Then I asked if anyone could remember the song the woman in my story was singing.

Almost every hand went up. Nobody could remember the fact, but everyone remembered the story. That showed me how facts aren’t tied to emotions—but a story is. It is the greatest tool we have to connect and engage. Are all stories equal? No. I’ve watched speakers tell stories that captivated the entire room, and I watched them tell stories that put everybody to sleep.

Just having a story is not good enough. Apply the following tips to your stories and watch what happens. Understand how and why story works. Once you understand the psychology behind stories and their impact, it gets easier to write the ones that are most effective for you.

It starts with an understanding that listeners don’t take action without first having a visual. Therefore, their thoughts are not stored as words, but as images. For your data to have a lasting impact, it must be wrapped in an image for the listener to truly connect with, store and access later. The story does all the work. The point drives it home. Story trumps data.

Stop looking for a good story!  So many speakers ask, “Is this a good story?” That’s the wrong question. Don’t go looking for a “good” story. Look for one that your audience will connect with. An experience they can relate to. Then work on making it a good story.

 

kellyswansonKelly Swanson is an award-winning storyteller, comedian, motivational speaker, author, and trainer on the art and business of storytelling in business. She has spent fifteen years entertaining, motivating, and teaching audiences how to harness the power of their story to connect, influence, and get results.  To book Kelly for your next event click here: http://goo.gl/DFvROG

Can Social Media Replace the Personal Customer Touch?

social mediaHow many times have you heard  “we don’t have to make commitments to speak with our customers anymore, we just text, email, or send them a DM on their Twitter account!”

Really? Is that the only way a vibrant growing business, association, or non-profit communicates with their customers now? How many of our customers are still wanting to live in the “good old days” when you contacted a company you got a real person, or when you entered your favorite store someone greeted and asked to help you?  I am seeing more and more complaints and it has nothing to do with the age or stage!

People are wanting that special touch, along with being in touch on all forms of Social Media too! How can we provide both?  Here are some surprising, startling facts from the Office of Consumer Affairs and American Express that we need to know in order to plan our business strategy. Remember  “without a customer we don’t have a business!”

Did you know:

  • It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.
  • For every customer who bothers to complain, 26 other customers remain silent. 
  • According to consumers, customer service agents failed to answer their questions 50% of the time.
  • 80% of Americans agree that smaller companies place a greater emphasis on customer service than large businesses.
  • In the last year, 67% of customers have hung up the phone out of frustration because they could not talk to a real person.
  • 70% of buying experiences are based on how the customer feels they are being treated.
  • Almost 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience.
  • On average, loyal customers are worth up to 10 times as much as their first purchase.
  • 59% of 25-34 year-olds share poor customer experiences online.
  • Failing to respond to a customer either by phone or social media is perhaps the absolute worst thing you could do.

The current data supports that our customers of today want to be valued, and appreciated and will even pay higher fees to receive the best experience possible! How you do that depends on the customer.

My company loves Social Media and the valuable contacts, fans, customers, and friends we connect with; but Social Media cannot replace what we still love more which is: hearing their voices, seeing their faces, and enjoying quality time with them to be able to serve them in the best possible way that they so richly deserve!

Getting to know our customers is so important! Can Social Media do that for us?  Lots of times it can get us on their radars, but we still have to take the time to reach and contact them one on one either by phone, in person, Skype, FaceTime or Zoom.  They need to know we are “real people” interested in them first-not just in what they can do for our businesses!

The main part of creating that great customer experience is to make sure we follow-up and do what we promise and commit to them, or they will go somewhere else!
We hope you have a wonderful Fall season and a great rest of the year! Finish strong and keep in mind that giving the best customer experience possible is the way to having more referrals that you didn’t even have to ask or market for!

Sue Falcone
Founder and CEO
Simply Sue Speaks Global Booking Agency

3 Secrets to Creating an Awesome Storefront-Your Website!

webdevelopmentWhether you have a physical storefront or an online one, your website is the key to your success.  It deserves  the time and effort to make sure you choose the right company to create the website your business needs.

Did you know that there are now over 1 Billion websites worldwide, and that  68% of our clients are viewing them on mobile devices?

Since it is a growing part of our businesses, why is it such a problem to create one that is simple, functional, works for us and our clients, with the ability to keep it updated and fresh looking?

We are not all born to be our own webmasters are we? Many of us have been told we can, should, and that it is the  only way to be a successful entrepreneur; but for most of us we need the right experts!

For those of you who can create a successful website for your business, I applaud you! You won’t need this information, but perhaps you know others that do!

With all the world companies and those doing website design work part-time, and the 300,000 that are officially listed in the United States, there are many vying daily for our business! How do you know which one is right for you?

After experiencing many disappointments in web design, customer service, and making an investment of both monetary and time;  I began to think there must be something wrong with me!  This wasn’t fun and I was frustrated. Ever been there?  What can overcome being in this state?

I realized frustration is not always a bad thing, because in this case it drove me to take control, do my homework, and come up with a game plan to begin again to find someone that would listen and help me develop a website that would meet the purpose I needed for my growing business!

“Choosing a website company is a critical decision. You’re not just putting a project in their hands, you’re entrusting your business to them.”
Blue Fountain Media

In putting my plan together I discovered these three secrets that are key to finding the right company you want and being the client they need.

#1-  Know what you want, and what you don’t want. I found out there is a difference in companies that do website design and those that are website developers. Do your research on this, it is important.

Then pick out some websites in your industry you like, and decide why you like them. Determine whether you want a more modern design, or does a more traditional style fit your style and brand.

Ask yourself, how do you want to maintain it? Make sure you know and understand what a responsive site is, and is not!  Also check out whether a Word Press site or a custom designed one is better for your company. Don’t overlook finding out what SEO means for the results of your website. Having these ideas in mind is important to making sure those companies you are interviewing understand completely what you are looking for.

#2-   When interviewing a company make sure you request a quote that covers the entire scope of the project.  I suggest you take another person with you as you interview companies.  It could be someone in your company or one that already has a great website. This helps to make sure you don’t misunderstand anything in the process.

Ask for references and check them out while waiting for your quote.  Once you receive your quote make sure it is covered page by page allowing you to ask questions.  See how they answer you, as you are looking for a company that has the “heart of a teacher” so that they will make sure that your communication is clear and geared toward your understanding of the project. That is the key difference between just designing a website and developing one and building a relationship with you!

Make sure there are time lines and deadlines included in your quote. Also clarify that you own the website design and the content. Review the hosting and maintenance fees and what is included.

I suggest you do not sign the agreement at the time you receive the quote. Take time to have your attorney and others review the quote just in case there is anything you might need to ask for further clarification before you make your decision.  This is an extra expense and time, but it can save you so much in the long run.

#3-  In website development like anything else, it is true “you get what you pay for!”  Don’t make your decision based strictly on the lowest price,  but take into consideration the quality of the website and the ease and function design that your clients will be looking to experience.

After developing my plan I am thrilled to share that I found the perfect website company for the re-design of my business website: Atlantic Webworks, headquartered in Greensboro, NC. The CEO and President, Adrienne Jandler and her team are true professionals, and deliver exactly what they promise. They give “exceptional” customer service, and are a full service company offering other marketing and training services as well. I highly recommend them for all your website and marketing needs. http://atlanticwebworks.com/

I found my “dream” website company, and hope you do too!

SimplySue_Logo_iPad

 

 

Sue Falcone

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Is Social Media Alone Able to Serve Our Customers?

custsvcsocialmediaHow many times have you heard  “we don’t have to make commitments to speak with our customers anymore, we just text, email, or send them a DM on their Twitter account!”

Really? Is that the best way a vibrant growing business, association, or non-profit communicates with their customers now?  How many of our customers are still wanting to live in the “good old days” when you contacted a company you got a real person, or when you entered your favorite store someone greeted and asked to help you?  I am seeing more and more complaints and it has nothing to do with the age or stage!

People are wanting that special touch, along with being in touch on all forms of Social Media too! How can we provide both?  Here are some startling facts that we need to know in order to plan our business strategy and remember that “without a customer we don’t have a business!” Some of these might surprise you!

Did you know:

  • It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. White House Office of Consumer Affairs
  • For every customer who bothers to complain, 26 other customers remain silent.  White House Office of Consumer Affairs
  • According to consumers, customer service agents failed to answer their questions 50% of the time.  Harris Interactive
  • 80% of Americans agree that smaller companies place a greater emphasis on customer service than large businesses. American Express
  • In the last year, 67% of customers have hung up the phone out of frustration because they could not talk to a real person. American Express
  • 70% of buying experiences are based on how the customer feels they are being treated.  McKensey
  • Almost 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience. Harris Interactive
  • On average, loyal customers are worth up to 10 times as much as their first purchase. White House Office of Consumer Affairs
  • 59% of 25-34 year-olds share poor customer experiences online. New Voice Media
  • Failing to respond to a customer either by phone or social media is perhaps the absolute worst thing you could do – New Voice Media

The current data supports that our customers of today want to be valued, and appreciated and will even pay higher fees to receive the best experience possible! How you do that depends on the customer.

I love Social Media and the valuable contacts, fans, customers, and friends that I connect with; but I know Social Media cannot replace what I still love more which is: hearing their voices, seeing their faces, and enjoying quality time with them to be able to serve them in the best possible way that they so richly deserve!

Getting to know our customers is so important! Can Social Media do that for us?  Lots of times it can get us on their radars, but we still have to take the time to reach and contact them one on one either by phone, in person, Skype, FaceTime or Google Hangout.  They need to know we are “real people” interested in them first-not just in what they can do for our businesses!

The main part of creating that great customer experience is to make sure we follow-up and do what we promise and commit to them, or else they will go somewhere else!

Sue Falcone
Sue Falcone

 

Hope you have a wonderful Fall season and the rest of this great year! Finish strong and keep in mind that giving the best customer experience is the way to having more referrals that you don’t even have to ask or market for!

Surprise Marketing Sources for Your Business Success!

yesmarketingIt is amazing that as advanced as we are here in the United States, our businesses are not doing as well as they could be! Why is that? Leading researchers share that marketing is the key; and business owners do not take full advantage of what is available for them, both FREE and at reasonable fees!

Business owners think in the beginning, and then going forward, that they have to do it all, including marketing!  They attempt to do things they are not skilled at, and end up eventually having no life, and failure becomes a reality. I learned early on that I can’t do everything, but I got into the trap and gave it my best shot! I learned the hard way what every successful business owner knows, you have to be working “on” your business doing the things that you are best at, and you need to outsource many of those “in” business things that others are better at doing than you are!

Marketing was always one of my skill sets, and I was astonished to learn that 55% of businesses still do not have a website! That seems strange since 80% of Americans and a 1/3 of the world population is online. How does a business intend to reach their target markets or grow without an online presence? I have interviewed many consumers and our own clients, and they have shared that they do not consider doing business with a company that does not have a website! “Just sayin!”

Why would a company choose not to have a website? Most studies show they don’t feel they have the “right” skill sets to get one up and running and then maintain it; nor do they feel the fees for websites are worth the time and resources.

I want to share a secret with you! I know the value of a website, and I recently decided I needed to update my website to one where I could maintain it myself.

Never in my wildest dreams did I ever think I would seek a TV station to create my “new look!”  After doing my homework and securing many quotes, I was surprised to find that my local TV affiliate offered many marketing services for local businesses besides TV ads, and at a rate I could afford!

Thanks to an outstanding sales representative, Hayley Curry, of ABC45 WXLV (owned by parent company Sinclair Broadcast Group), we will soon launch a new site. It was a joy working with Hayley because she took the time to understand my business, and could translate that to the project manager, John Wertz, and webmaster, Beth Tuzi.  It has been a great experience working with this team. I feel they really take their jobs seriously: one of working for me, and wanting my business to succeed!

Besides having a good website, your marketing should include a great Social Media strategy. LinkedIn studies show that 81% of businesses use some form of Social Media to market. But I wonder how many are using all the capabilities of what Social Media can do for them? I love all aspects of Social Media, which not only includes the sites everyone is tapped into, but also newsletters, email blasts, and written publications, such as this blog!

But studies show most business owners are not tapping into the resources that are available to them, and seeking help in getting the “in” things of Social Media handled on a consistent basis!  I found a great virtual Social Media Guru, Tracy Taylor of TNT Marketing, who helps keep our Social Media sites looking good, and the posting of some things. I still feel my sites needs my “personal touch”, but I have limited time, so together we have a strategy, with less stress and time involved for me! Again I found Hayley and her staff can do some major marketing pieces for my business at an affordable rate, which we will soon be putting into place.  Then I can be even more focused “on” my business!  Keep following us here and see the new changes coming!

Have I taken out a large Small Business Loan to cover what I have shared with you?  I assure you I have not! I “bootstrap” my own business, and we remain debt free in it! I look forward to a great rest of our business year, and now that I have given you some awesome ideas, I would love to hear what you plan on doing with them!

Since many have helped me succeed, I love helping others in turn. To contact Tracy Taylor, email her at tracytaylor5312@gmail.com or call her at (865) 809-5989.  To contact Hayley Curry, email her at hccurry@sbgtv.com or call her at 336-499-1704.  Let them know how you heard about them!

Sue Falcone

Sue Falcone

 

Is Customer Service a Lost Art?

customerserviceResearch shows that 8 out of 10 Americans prefer to shop online rather than visit a store in person! After last week-end, I can certainly understand why!

I admit I do a lot of my shopping online;  but for some things I just feel the need to see and touch before I make the purchase! My husband has always loved a road trip out of the office when we get the chance, so he was willing to make a 30 minute drive to one of the largest malls in our area! He is a rare breed that likes to see new things and doesn’t mind me looking and being very selective before I make a purchase.

I knew what stores I wanted to visit, so we checked the directory and made sure they were still in the same place; and armed with our list, budget and game plan we began the journey. Carmen had also planned to take me to lunch, so he checked to make sure he had their latest app special on his phone, as this was going to be a rare treat for us!

As we entered the first store, (one of my favorites), I looked to my left and saw a person leaning on the counter at the cash register with his iPhone texting: he didn’t even acknowledge we had entered his space! I said hi and realized he did not plan on responding and walked on to look for the items I was interested in. Now I am not judging, but when I saw the merchandise displayed in such an awful state, I thought maybe we had just missed the sale of the century!

Needless to say I did not find what I was looking for. My husband suggested we ask, and I looked at him and back to the person still texting at the counter, and decided that probably would not gain us any traction in our search, so I proceeded to depart without interrupting the only other person in the store- the one assigned the job that day to serve me.  Again we passed right by and not one word was said, nor did the texting miss a beat!

The next store was a little better! The lady was still at the counter by the cash register but she did greet us and said, “let me know if there is anything I can help you with” and then immediately answered the cell phone in her hand and turned away and started her conversation!

I did find something I needed and wanted at this store, and it was on sale! We both were happy and ready to check out and be on our way! We went back to the same counter, and the lady had a line! Why? She was involved on a call on her cell phone. Others got disrespectful and she got off the phone and handled them just enough to get them on their way without even a thank you. When it was our turn I asked her what her “dream job” would be? She looked at me as the phone started ringing, and replied: “I don’t plan on working, I’m marrying rich!” I wished her well and went on my way thinking: “am I expecting too much of people here?”

Sound like I am making this up? I can assure you it even got worse as we continued our quest! I am glad that the gift of being positive is one of my strengths, so that I could laugh at what we were experiencing and not let anything or anyone spoil our time off together!

Not all was lost as we did manage to find some wonderful items, and also eventually excellent examples of  caring and hard working people that restored my faith that customer service is not totally a lost art! One was at a large well known store and when I looked at her name tag I noticed she was the store manager. She was on the floor herself doing a great job of helping her customers. When we went to checkout with her I asked, “why are you working the register today?” She replied with a smile, “it happens when people scheduled to work aren’t able to come in, and I can’t find replacements.” Sounded like this happens a lot, and I thanked her for the great service, and immediately tweeted it to her company!

Having lunch was our last stop, and it was a wonderful experience. We sat there and discussed how happy we are to have a company where the talent we represent love people, and will do whatever it takes so that their audiences and our clients who hire them receive a “WOW” factor experience.

It brought to mind one of our speakers, Dean Lindsay, who is known as the “Dean of Sales and Service.”  He recently received an endorsement fromdeanlindsayworking
his client on this very topic. This is what they had to say: “we hired Dean to speak to our group about great customer service, but he did more…he SHOWED us exceptional service. Dean spent countless hours understanding our business, our customers and our service mantra. He quickly became a part of our team and was able to communicate our vision to employees around the world. Our company hired a keynote speaker but got a life-long business partner and resource for our team.”

The good news is: help is available for companies and employees that see the need to want to change and give “exceptional” service to their customers! Those are the clients of my company, because I have the talent and the solutions that can make a difference for them for a lifetime!

Now off to do the work I love;  finding clients for the speakers I represent that see the value and urgent need to take action, and are willing to hire the best to help them!

Sue Falcone
Sue Falcone