Purpose    
What Audiences Learn
.....(topics available)   
Time Frames    
Applications   
Presentation Style   
Alternate Title   
Supplementry Materials Available

  "Sometimes one sincere gesture can do more to build your business than $10,000 worth of promotion." -- The Grandma Factor™

 Purpose

• To change the way people look at their customers, their business and what they are paid to do.  To get them to recognize the profit potential and fun that exists in exceptional service.

 What Audiences Learn 
        (topics available)

• You must be loyal to your customers before you expect them to be loyal to you.
  
• How to get people to WANT to provide great service.
  
• UpServing vs. UpSelling.
  
• The "Grandma Factor" of keeping customers.
  
• The purpose of business: to make life better for people.
  
• How to convert average customers into great ones.
  
• How customers see your organization.
  
• How to identify both internal and external customers.
  
• How to bring life to your mission statement.
  
• The difference between Cash Flow and Profit.
  
• How to eliminate the "termites" of bad service.
  
• How to treat different customers differently yet as they want to be treated.
  
• The difference between Service thinking and Operations thinking.
  

 Time Frames

• Speech: 45-60 minutes
• Seminar: up to 2 hours
• Workshop: up to 3.5 hours

 Applications

• Making managers aware of how to get employees to want to deliver genuine, enthusiastic service consistently.
  
• Reorienting employee thinking toward ongoing relationships with clients both internally and externally.
  
• Educating your leaders on how to manage and structure the organization for quality service at all levels.

 Presentation Style

Computer graphics and entertaining stories are mixed with lots of audience interaction and humor. The amount of group involvement increases with longer programs. In some programs Jim uses recorded clips, video segments and music for special effects. 

 Alternate Titles

• Customer Oriented Service
• UpServing: The fast road to profits
• Getting and Keeping Customers
• Winning With People®
• Keeping Good Customers (The "Grandma Factor")
• Becoming the Provider of Choice

 Supplementary Materials Available

• Online Learning Courses
• Articles