10/05/2018 | 9:00 am - 4:00 pm
Louie Gravance, former Disney Institute Professor
When a WOW moment in customer service takes place, it doesn’t happen only for the benefit of the customer – it occurs for the employee simultaneously. Inspiring your team to make that connection is the single, greatest tool for maintaining a culture of service excellence.
The Performance Excellence Network is pleased to announce a special learning retreat Friday, October 5: “Creating WOW World Class Service Moments: the Disney Way!” The retreat will be facilitated by Louie Gravance, former Disney Institute Professor and will be hosted at the Lowell Inn in Stillwater. The retreat is intended for leaders at all levels and professionals that have frequent direct contact with customers.
This high energy, interactive session explores what a WOW moment looks like, sounds like and feels like – and why delivering them is good for everyone involved. The session is full of tools and proven methods used at Disney to take leaders from thinking to feeling to action.
You will learn:
- How to create and maintain a consistent service culture that delivers “magical moments” for every customer interaction
- How to inspire your team to focus on customer service, customer needs, and customer relationships
- How deliver on those customer “moments” of truth – at all levels of the organization
- How world class customer service also helps increase workforce engagement
These proven Disney best practices work not only in service companies, but also with:
- healthcare systems
- education institutions
- nonprofits & governmental agencies
- any organization with customers & employees!
The retreat will be hosted at the historic Lowell Inn in Stillwater, MN — creating an environment for learning, networking, and relationship building. Come early for a special networking reception the evening before (Thursday, October 4 from 5:00-7:00) to meet the facilitator, network with other leaders interested in world class service, and take in the beautiful fall colors of the St. Croix on the patio of the Lowell Inn!
A limited number of guest rooms are available at the Lowell Inn, so if you’re travelling (or just want to create a 24-hour learning, networking, and decompression retreat!), reserve your room early before they’re booked! Click here! (If the Lowell Inn fills, PEN has reserved rooms at the Water Street Inn across the street for $149/standard or $189/suite. Call 651-439-6000 and ask for the PEN block.)
Time is included to practice and build a plan to take back to your organization — one that will absolutely improve your organization’s level of service!
Investment is $450/person for PEN members. Groups of 3-4 registering at the same time are $425/each, and groups of 5 or more registering at the same time are $400/each. Non-members $900/each.
Breakfast, lunch, and snacks during the retreat included, as are materials.
Optional networking happy hour and reception the evening before (Thursday, October 4 from 5-7PM) with heavy hors d’oeuvres and open bar is $40.
Don’t miss this unique and powerful event — register today!
Louie Gravance learned at an age earlier than most the necessary building blocks to create a successful career in one of the most challenging industries: entertainment. At only twelve years old, he began working in California as a stage, film and television actor and would go on to appear in over thirty-five national television commercials. In 1987, Gravance was offered a summer job with one of the entertainment industry’s most successful conglomerates, The Walt Disney Company, beginning as a comic at Disneyland in Anaheim, California and soon thereafter embarking on a twelve-year adventure at the Walt Disney World Resort in Orlando, Florida.
During these twelve years Gravance immersed himself in the Disney culture, developing a seasoned resume with the company and garnering numerous awards for his work along the way. He trained thousands of new-hires at Disney University, teaching from a platform that centered on the powerful impacts of both self-investment and delivering the finest customer service experiences possible. He was also invited to design, develop and deliver the premier roster of business programs used by hundreds of corporate clients who took part in various courses and training offered at the Disney Institute. Gravance is the recipient of the Disney Partners in Excellence Award and the Spirit of Disney Award and has been recognized internationally as a Disney keynote speaker, having begun his professional speaking engagements on behalf of Disney in 1998.
Following his hugely effective tenure in Orlando, Gravance left Disney to pursue other opportunities and soon amassed even more success working as a consultant, customer service speaker and corporate culture guru for companies such as ING Financial, Choice Hotels, Microbac Technologies, Nikon and The American Council of Independent Laboratories (he worked with over one hundred different groups between 2001 and 2016.) Gravance has been credited with “literally changing the consciousness of business in America” through his service campaigns and initiatives that have included Bank of America’s “The Bank of America Spirit” campaign- deemed the most successful customer service training initiative in the company’s history- and SkyTouch Technologies’ “Being SkyTouch” customer service program.
Through his company Louie Gravance Creative Content, with offices in Orlando, Florida and Maui, Hawaii, Gravance continues to offer clients unique training programs with incorporated themes such as “Great Service Serves the Server First!” and powerful initiatives including “NOW Management” and “The Service Power”. And while corporate and employee growth is serious business, humor and heart remain at the center of every Louie Gravance presentation because he also knows, from experience, there’s no business BUT show business!