Description

The Chamber of Commerce is thrilled to present an exclusive Leadership and Customer Service Seminar, designed to inspire and equip business leaders across all industries with the tools they need to excel in today's dynamic business environment. This empowering event will feature the renowned Dan Mann, President of The Mann Group, whose unparalleled passion for aiding business leaders and their teams in achieving their goals has transformed countless organizations.

Session I:  Managing Change

It’s not easy to initiate change. It’s even more difficult to attempt change when leading a team. Here’s what can happen:

-You grow frustrated with the team and just do things yourself. Doing so, you grow frustrated, passive-aggressive, or sullen. The team falls into disfunction, and you still fail to make progress.

-You become over-controlling and determined to get your result. You bypass the process and become the “relentless pressure” through threats, arguments, or punishment. 

-Out of frustration, you second-guess the change you want, ultimately deciding it’s not worth it and settle for the status-quo. 

-Failing to accept responsibility, you blame others in the process and abandon the effort saying, “it’s not my problem”. This feels good because if no one else cares, why should you?

Maybe you’ve been down some of these roads before. You know where they lead: you’re uninspired, powerless, and defeated.  With this course you’re going to choose something different. What is the change you want? What is the great vision that’s worth achieving? What is the inspiring effort you’d like to lead? There is a formula that is proven to bring about the changes you seek. It’s called Gentle Pressure Relentlessly Applied. It’s a philosophy and it is also a process. We will apply the process to the specific Opportunities and Obstacles in your life.

Session II: The Seven Critical Moments of Customer Service

The future belongs to commerce with a great Customer Experience. Few people are talking about EXACTLY what that is. In this session, we will call out the SEVEN crucial moments in the customer’s experience that must be mastered by your staff.  Having trained more than 3,000 individual specialty businesses across 50 states, and 5 continents we have identified the SEVEN crucial moments in the Customer Experience. These moments WILL determine:

 -How long the customer stays in your store

 -How much the customer will spend

 -Your Net Promoter Score

 -If this shopper will return (stats tell us that customers typically visit a place of business 4 times before purchasing

 -If this customer becomes a lifetime customer