Louie Gravance

Service is a Superpower

When a service employee asks the question, “What’s in it for me,” the honest and correct response is EVERYTHING.” Your team members deserve to know that an investment OF themselves is an investment IN themselves.

This is not always an easy message to convey and convince your staff that “great service serves the
server first.”

Let me Louie it for you.

Just as he convinced and inspired thousands of cast members at Walt Disney World on their first day; let’s illustrate to your employees how looking for opportunities to create magic for a customer can transcend their careers and lives.

When a WOW moment in customer service takes place it doesn’t happen only for the customer, it occurs for both, simultaneously. Inspiring your team to make that connection is the single, greatest tool for maintaining a culture of service excellence. It has been Louie’s pleasure to re-ignite the passion for service excellence with bankers, nurses, claims adjusters, and casino workers just to name a small few.

This power talk explores what a WOW moment looks, sounds, and feels like and why delivering it is good for everyone involved. Every participant will come to understand that every customer interaction is an opportunity. An opportunity to define, not just what they’re willing to do, but what they’re willing to be.

Creating Wow Service Moments

ALL organizations are constantly engaging their internal and external customers in a NARRATIVE of sorts. Regardless of what anyone is selling or providing, a story is conveyed through every single transaction, involving every single sense we possess. This narrative drives everything from customer expectations to employee satisfaction and even your very BRAND ESSENCE.

• What do we look like?
• What do we sound like?
• What do we smell like?
• What do we feel like?

Since all of your team members are telling a story with every transaction, shouldn’t it be the story you want to convey to your customers? Every day? Every transaction?

For over 40 years Louie has appeared on radio, network television, film, stage, and in theme parks, as well as worked with corporate trainers in medicine, retail, foods, manufacturing, automakers, and insurance companies to name just a few. They are all, at their core, show business.

This is a lively and comedic talk that can be customized to your event and purpose.

THE TEN SKILLS of the SERVICE SUPERHERO

This workshop is the perfect companion piece with the keynote, “SERVICE is a SUPERPOWER!” We further explore the delivery of “magical” service moments consistently through the use of ten basic skills. Serving with INTENTION, and serving with VISION are just two of the skills covered in this deep-dive into the practical application of the Disney service principles.

Participants will:

• Learn ways of identifying the narrative of your business.
• Create an intention statement aimed at supporting the goals of your event.
• Isolate keywords that ground your customers’ experience.
• Learn a fun exercise they can implement with their staff called, “Good Show/Bad Show.
• Create an action plan for performance improvement.
• Laugh a lot.

Aimed at leaders and managers tasked with modeling and inspiring service excellence, participants come
away with a training template for sharing what they’ve learned back home.