Keynote Leadership and the Customer Experience Chuck Lauer

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1 Keynote Leadership and the Customer Experience Chuck Lauer Author, Motivational Speaker and Former Publishing Director of Modern Healthcare

2 The Beryl Institute 2009 Conference The Pursuit of Excellence Leadership and the Customer Experience

3 Charles S. Lauer

4 A Guest in the House

5 Gratitude Employed Freedom Liberty

6 Humility

7 One of the best ways to persuade others is with your ears; By listening to them

8 Learn to listen Opportunity sometimes knocks very softly.

9 Success

10 Success is often understood to mean achievement in workhow high we climb the career ladder. But that definition falls short.

11 For success includes all of life And far more than what we do, it describes what we are.

12 A successful person is not just productive but positive: Not just a go-getter but a giver.

13 A successful person seeks excellence Not only in the workplace but in social, emotional, intellectual, physical, and spiritual dimensions as well.

14 A Successful Person Nothing ranks higher than possessing a personal character that reflects time-tested virtues and values: Honesty, resiliency, perseverance, kindness, and the full slate of other essential traits.

15 Give every minute of your being 100 percent. Don t wait for things to happen to you. Go out and make things happen. If you re enthusiastic and positive, people will beat a path to your door.

16 Ed Eckenhoff

17

18 Leadership

19 Success in Management And Leadership

20 Leaders Leaders manage by wandering around: Non-leaders don t.

21 Leaders arrive early and stay late Non-leaders get in late and usually leave on time.

22 Leaders have the common touch. Non-leaders do not; they feel strained when in the company of blue-collar workers.

23 Leaders are good listeners Non-leaders are good talkers

24 Leaders are available Non-leaders are hard to reach

25 Leaders are fair Non-Leaders are fair to top brass, but they exploit the rest.

26 Leaders are decisive Non-leaders use committees and consultants

27 Leaders are humble Non-leaders are arrogant

28 Leaders are tough; they confront nasty problems Non-leaders are elusive; they re artful dodgers

29 Leaders are persistent Non-leaders persist only when their goodies are at stake

30 Leaders are tolerant of open disagreement Non-leaders are intolerant of such disagreement

31 Leaders know the names of people Non-leaders don t

32 Leaders have strong convictions Non-leaders vacillate when a decision is needed

33 Leaders do dog-work when necessary Non-leaders are above dog-work

34 Leaders trust people Non-leaders trust only words and numbers on paper

35 Leaders delegate whole important jobs Non-leaders make all final decisions themselves

36 Good Service?

37

38 CUSTOMERS Are not an interruption of our work they are the purpose of it.

39 CUSTOMERS Are people who bring us their wants it is our job to fulfill those wants.

40 CUSTOMERS Are people who bring us their wants it is our job to fulfill those wants.

41 CUSTOMERS Are not cold statistics they are flesh-and-blood human beings with feelings like our own.

42 CUSTOMERS Are the life blood of every business.

43 CUSTOMERS Are a part of our business not outsiders.

44 CUSTOMERS Are the most important people in our business.

45 CUSTOMERS Do us a favor when they call we are not doing them a favor by serving them.

46 CUSTOMERS Are not some people to argue or match wits with.

47 CUSTOMERS Are deserving of the most courteous and attentive treatment we can give them.

48 CUSTOMERS Are not dependent on us we are dependent upon them.

49 Attitude The longer I live, the more I realize the impact of attitude on life. Attitude to me is more important than fact. It is more important than the past, than education, than money, than circumstances, than failures, than successes, than what other people think or say or do.

50 It is more important than appearances, giftedness or skill. It will make or break a company.a church.a home.

51 The remarkable thing is we have a choice every day regarding the attitude we will embrace that day.

52 We cannot change our past.we cannot change the fact that people will act in a certain way. We cannot change the inevitable.

53 The only thing we can do is play on the one thing we have.. And that is our attitude.

54 I am convinced that life is 10% what happens to me and 90% how I react to it.

55 And so it is with you We are in charge of our attitudes. Charles Swindoll

56 Let your attitude Set Your altitude

57 Joe Girard The World s Greatest Salesperson

58 Heart

59

60 Feelings

61 Good Manners

62 Relationships

63 Don t Knock the Competition

64 Your reputation both precedes and follow you

65

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