Not every customer will be charming, cheerful, or even reasonable, and that’s exactly why mastering the art of delighting customers who are not in the mood to be delighted. 

In this provocative and empowering keynote, Louie Gravance challenges one of the most common myths in service culture: that treating every customer “the same” is a winning strategy. Drawing from his decades of experience shaping guest service at Walt Disney World and training countless frontline employees and leaders, Louie offers a bold insight: you don’t have to like them… to delight them.

This presentation explores the strategic empathy, and professional boundaries needed to serve difficult customers without sacrificing dignity, joy, or service standards. Louie uses unforgettable stories, humor, and actionable insights to arm your team with tools to handle even the most challenging interactions with grace and effectiveness.

Attendees will learn:

• How to consider listening as a powerful tool for steadying difficult situations
• The difference between what a customer wants and what they THINK they want.
• Techniques for maintaining control and compassion in tense moments
• Strategies to reframe difficult encounters into powerful loyalty-building opportunities

This session is ideal for customer-facing teams, service leaders, and anyone ready to rise above the noise and reclaim their power, even in the toughest moments.

When employees ask, "What's in it for me?" the answer is clear: EVERYTHING. Exceptional service doesn’t just benefit customers, it enriches the lives and careers of those delivering it. Louie Gravance, renowned for inspiring Walt Disney World cast members, reveals how delivering WOW moments can transform service interactions into powerful personal and professional growth opportunities.

This dynamic keynote dives deep into the art and science of creating WOW moments, exploring how they not only delight customers but also energize and inspire employees, driving overall business success. Louie draws from his pivotal role in designing, developing, and delivering Disney Institute's groundbreaking programs, as well as decades of experience reigniting service cultures across diverse industries—from healthcare to hospitality, retail, and beyond.

Through practical insights, actionable strategies, and unforgettable stories, your team will learn:

1. The transformative power of viewing service as a personal superpower
2. How to identify and create WOW moments in any customer interaction
3. Techniques for turning routine transactions into memorable experiences
4. Strategies for fostering a culture of service excellence that benefits employees, customers, and the bottom line
5. The direct link between exceptional service and career advancement

It is not what our employees are willing to DO, rather, it’s about what you need them to BE. Engaged teams create extraordinary customer experiences. Inspired and informed from his years motivating tens of thousands of Disney cast members, Louie Gravance shares how to align employee aspirations with your organization’s purpose to foster a culture of engagement and WOW service delivery.

Louie introduces his revolutionary P.L.A.N. for engagement, Purpose, Language, Actions, and shared Narrative, empowering leaders to transform their workplace into an energized, cohesive team working toward a common goal. This keynote equips your organization with actionable strategies to inspire employees to view their roles as integral parts of a larger, meaningful story.

When employees feel recognized, valued, and aligned with your mission, WOW service moments become the norm, not the exception.

Every customer interaction is a sensory experience, a story waiting to be told. Drawing from his extraordinary role in launching the iconic "wand experience" at Universal's Harry Potter Lands, Louie reveals how to transform ordinary service moments into unforgettable stories that captivate and delight. In this inspiring keynote, Louie Gravance demonstrates how every team member contributes to crafting a powerful narrative that defines your brand. From sight to sound, touch, and beyond, Louie reveals the hidden power of intentional storytelling in shaping customer perceptions and driving loyalty. Louie shares 7 secrets for doing this:

1. There’s No Business BUT Show business
2. Never Let Them See the Wires
3. You HAVE to Do Something that You Don’t HAVE to Do
4. You Don’t Have to LIKE Them to DELIGHT Them
5. Embrace Your Ignorance for Listening
6. Creating the Illusion of Spontaneity
7. (This one is kept a secret until the finale of the keynote)

With insights gleaned from his unusual, varied and vast experiences in multiple industries Louie illustrates how to create and sustain a culture that prioritizes WOW service moments. This humorous and engaging talk will inspire your team to own their role in shaping the ultimate customer experience, every day, with every interaction