Louie Gravance is often referred to as “the guy that can make the Disney service concepts work outside of Disney.” From over 25 years at the Walt Disney Company, Louie enjoyed a distinguished career with Disney theme parks, designing everything from live-entertainment experiences to customer service training programs through the Disney Institute in Orlando Florida.

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. Louie has designed multi-million-dollar service campaigns for companies such as ING Financial, Choice Hotels, Microbac Technologies, Nikon and The American Council of Independent Laboratori...

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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 re-ignite the passion for service excellence with bankers, nurses, claims adjusters, casino workers just to name a small few.

This power-talk explores what a WOW moment looks, sounds and feels like and why delivering them 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, in theme parks, as well as worked with corporate trainers in medicine, retail, foods, manufacturing, automakers, 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:

1. Learn ways of identifying the narrative of your business.
2. Create an intention statement aimed at supporting the goals of your event.
3. Isolate keywords that ground your customers’ experience.
4. Learn a fun exercise they can implement with their staff called, “Good Show/Bad Show.
5. Create an action plan for performance improvement.
6. 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.

 

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  • NRC Health Hosts 2019 Pediatric Collaborative at Dayton Children’s Hospital
    NRC Health Hosts 2019 Pediatric Collaborative at Dayton Children’s Hospital
    Feb 26, 2019
    Louie Gravance, Disney Keynote Speaker...
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    NRC Health Hosts 2019 Pediatric Collaborative at Dayton Children’s Hospital
    Feb 26, 2019
    Source

    LINCOLN, Neb., Feb. 26, 2019 (GLOBE NEWSWIRE) -- NRC Health, the leading provider of in-depth customer intelligence in healthcare, will host its 2019 Pediatric Collaborative at Dayton Children’s Hospital in Dayton, Ohio on March 5. Leaders from around the country will gather at the educational forum to share concrete, actionable strategies to help pediatric healthcare organizations improve the patient experience.

    With a full program of thoughtful presentations and roundtable discussions, attendees of the one-day event will gain a deeper understanding of patients’ and consumers’ expectations, and how to position their organizations to exceed them. Disney University veteran and customer experience consultant Louie Gravance will keynote the event, providing his insights about how to create “wow” moments in everyday interactions and inspire a workforce to stay focused on providing excellence on the job.

    “It’s with great pride that NRC Health has the opportunity to partner with organizations like Dayton Children’s Hospital that show such a strong commitment to improving the pediatric care experience,” said NRC Health Helen Hrdy, Senior Vice President, Customer Success. “Our goal is to educate and arm attendees with intelligent and practical advice they can implement within their own organizations by sharing takeaways from some of the brightest leaders in the industry.”

    In between presentations on topics like shifting organizational focus to the importance of a digital engagement strategy, host organization, Dayton Children’s Hospital, will also provide a tour of their one-of-a-kind, 260,000-square-foot patient facility that pays tribute to Ohio’s aviation heritage.

    “Through our partnership with NRC Health, we’ve been able to better understand our consumers’ health care journey and gained deeper insights on how to elevate our patient experience,” says Amy Thorson, director of patient and family experience at Dayton Children’s. “We’re excited to share our evolution and learn from others at this year’s Pediatric Collaborative.”

    Full details on the 2019 Pediatric Collaborative include:

    Date: March 5, 2019
    Location: Dayton Children’s Hospital, Dayton, OH
    RSVP: Industry professionals are encouraged to register for attendance through the NRC Health website.
    For more information about NRC Health solutions and the NRC Health 2019 Pediatric Collaborative, visit www.nrchealth.com.

    About NRC Health
    For 37 years, NRC Health (NASDAQ: NRC) has been committed to achieving human understanding and bringing healthcare organizations closer to their customers than ever before by illuminating and improving the key moments that define an experience and build trust. Guided by their uniquely empathic heritage, proprietary methods, skilled associates, and holistic approach, NRC Health helps its customers design experiences that exceed expectations, inspire loyalty, and improve well-being among patients, residents, physicians, nurses, and staff.

    For more information, email info@nrchealth.com, or visit www.nrchealth.com.

    About Dayton Children’s Hospital
    One of only 31 independent freestanding children’s hospitals in the country, Dayton Children’s is the region’s only medical facility dedicated to children. Accredited by The Joint Commission and serving 20 Ohio counties and eastern Indiana, the experts at Dayton Children’s care for more than 360,000 children each year. Consistently recognized as one of the country’s best and most cost-effective pediatric hospitals, Dayton Children’s is home to the Wright State University Boonshoft School of Medicine, Department of Pediatrics and together with the United States Air Force shares the nation’s only civilian-military integrated pediatric training program. For more children’s health and safety information, visit our web site at www.childrensdayton.org.

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