Robert Stevenson

Keynote by Speaker Robert Stevenson

How to Avoid Business Disruptors

The average life expectancy of a multinational corporation-Fortune 500 or its equivalent is only 40 years. Over 420 U.S. companies with assets of more than $500 million have filed for bankruptcy since 1981 and over 74% of the Fortune 500 companies that existed in 1980 are no longer on the list. Business disruptions can be devastating but they don’t have to be. Mr. Stevenson’s program is designed to help business leaders and employees understand where business disruptions come from and how to deal with, and when possible, avoid them.

Participants will be able to see the importance of:

• Establishing open, candid communication between team members
• Having all team members addressing critical issues
• Getting everyone involved and creating a contagious level of high energy
• Recognizing problems and empowering individuals to correct them
• Dealing with business disruptors as soon as they occur

Keynote by Speaker Robert Stevenson

If You Don’t Like Change You are Going to Hate Extinction

When a company increases the value offered to a customer by improving the product, enhancing service, offering better technology or increasing efficiencies, the competition must follow. The customer wants it better … they want it easier to use … they want it cheaper … they want it now. Even now, in today’s tenuous economy, it is the customer who is driving the ship. No matter what else is happening, it is the customer who is choosing when and where to spend their money. This program explores change … the successes, the failures, the reasons behind both and how to capitalize on the opportunities that are created because of change.

Participants will be able to:

• See change as an inevitable opportunity
• Examine personal beliefs about change
• Develop a positive attitude toward living in a constantly changing environment
• Understand that the idea receiving the most resistance is probably the best idea
• Capitalize on thinking ‘outside the box’
• Deal with the ever-changing needs of the customer
• Teach the process of stimulating ideas
• Realize that change is never final nor always right
• Recognize the value and importance of change

Keynote by Speaker Robert Stevenson

Becoming Indispensable

This program deals with the premise that if you are going to survive in this ever-changing, highly competitive business environment, you are going to have to make your company indispensable in the eyes of your customer; being adequate is unacceptable.

By exploring not only in the initial sell, but also addressing how to improve repeat and referral business, this program will provide concrete examples of ways to improve your selling and service techniques. The program has been designed for anyone who has customer contact, from Executives, Managers, and Supervisors to Hourly Personnel. Mr. Stevenson will be addressing the KEY drivers that cause customers to not only want to come back, but to also tell others about your great company.

Participants will be able to:

• Identify the definition of Excellent Customer Service for your industry
• Understand the power of customer perception
• Consider alternative methods for improving customer satisfaction
• Prioritize activities to more effectively address those customer needs and wants
• Respond appropriately to customer complaints after reviewing customer feedback
• Allocate customer service resources more profitably
• Establish, implement and review Service Standards for better customer service
• Analyze strategies for Optimum Customer Service – Building the culture from within
• Recognize problem areas
• Accept and assign responsibility
• Empower your front line service people
• Address the needs and wants of your customers

Keynote by Speaker Robert Stevenson

Successful Salespeople Use Four-Letter Words

The art, discipline, techniques of selling have traveled many different paths over the centuries. Whether one is doing research or actually working in businesses it is obvious the path to selling effectively has gone from simple to highly sophisticated and back again. This program doesn’t mean to oversimplify the process of selling something, but it will make it understandable and easy to implement by sticking to the basics. The program breaks down the Art and Science of Selling into a no-nonsense set of guidelines that will make even the most novice of salespeople a success.

Participants will be able to:

• Appreciate the power of being fully prepared
• Learn how to handle and overcome objections
• Ask better questions
• Listen what the customer is really saying
• Realize the importance or getting detailed information
• Close the sale
• Appreciate the importance of following up after the sale