Speaking

Jim speaks around the globe on topics about how to transform the service experience into one that is at once distinctive and more valuable for your customers. Jim brings his personal experiences and industry examples to make the topic relevant and ideas immediately implementable. Our presentations are tailored to the respective industry, using terminology and examples that are directly relevant to the audience.

Topics include:

Beyond GREAT SERVICE – The Technician’s Role in Proactive Business Growth

In this presentation, Jim discusses what transforming the customer experience means to both the service company and their customers. He explores the five key hurdles to success that many companies fail to address and provides a prescriptive approach on how to drive success.
He will discuss:

  • How do organizations engage their service teams in delivering an incredibleProactive Service®experience that results in increased revenues and profitability and higher levels of customer satisfaction and retention?
  • Why aren’t more service organizations capitalizing more effectively on their business relationships?
  • What can prevent firms from being successful?

This presentation is based on Jim’s popular book, Beyond GREAT SERVICE – The Technician’s Role in Proactive Business Growth.

Business Promotion by Field Service Teams – Selling or Serving?

Engaging technicians in selling activities is becoming an important initiative for many service firms to increase revenues and profitability. Jim explores the opportunity of engaging technicians in proactive business development activities as an integral part of the service provided and how this strategy can be used to achieve a differentiated and sustainable competitive advantage.
He will discuss:

  • Business development – selling or serving?
  • The limitations of taking a “selling” view of business development
  • The critical components of a successful “service” strategy
  • Factors that can limit success and how to deal with them

Attendees will leave with some concrete steps and approaches that they can employ to deliver a service that is beyond “Great”.

Supercharging Revenue Generation by the Field Service Team

Getting technicians to promote products or services requires more than teaching your technicians how to “sell”. As a valuable service, it needs to be supported as such to be successful. In this presentation, Jim takes a holistic approach to the steps required to successfully and enthusiastically engage the field team in promoting products and services.

This is a very interactive presentation and participants will come away with a game plan to implement these steps in their own organizations.

How to Get in Touch with Jim …

For more information about me or to book me for your next event, simply give me a call at (416) 254-2383 or complete the form below and I will respond promptly.