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.



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

    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.

  • Mad Cow Announces The Cast & Creatives For BUYER AND CELLAR
    Mad Cow Announces The Cast & Creatives For BUYER AND CELLAR
    Aug 06, 2018
    Louie Gravance...
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    Mad Cow Announces The Cast & Creatives For BUYER AND CELLAR
    Aug 06, 2018

    Mad Cow Theatre is delighted to announce the cast and creative team of Jonathan Tolins' Buyer & Cellar, an uproarious evening with a friend who has a story to tell, which will take the Zehngebot-Stonerock stage Aug. 10, 2018, as the final production of Mad Cow Theatre's Season 21. Mad Cow is elated to bring this irresistible one-man comedy to Orlando.

    A struggling Los Angeles actor takes a job working in the basement of a beloved megastar - and then one day Barbra Streisand herself ventures downstairs. Buyer & Cellar is an elegant, intimate, and delicious experience between actor and audience, which allows both to ponder the loneliness of celebrity and the love-hate relationship between gay men and the divas they adore.

    "Buyer & Cellar is an inventive, witty and laugh-out-loud comedy," says Mitzi Maxwell, Mad Cow's executive director. "You will fall in love with this play. It's a great way to spend a summer evening."

    Winner of the 2013 Drama Desk Award and the 2014 Lucille Lortel Award for outstanding solo show, Buyer & Cellar premiered at the Rattlestick Playwrights Theatre off-Broadway in 2013 and soon transferred to the larger Barrow Street Theatre, where it had a 13-month run.

    The New York Times described Buyer & Cellar as "a seriously funny and remarkably sustained slice of absurdist whimsy on which both Barbra lovers and haters will be sold." The New Yorker called it "a fantasy so delightful you wish it were true."

    Louie Gravance plays Alex More, the solo character in this show. Mad Cow welcomes Louie to his first Mad Cow production. He spent many years as a Citizen of Hollywood at Walt Disney World and is a veteran of many stage productions. Philip Nolen, a veteran actor at Mad Cow (The History Boys, Laughter on the 23rd Floor, Private Lives), takes on the role of Buyer & Cellar's director and is joined by set designer Cliff Price (Bad Jews), lighting designer Amy Hadley (Silent Sky, Bad Jews) and costume designer Alison Reid (The Little Foxes). Sound designer Ellie Petro is new to Mad Cow.

  • What Happened to Backstage?
    What Happened to Backstage?
    Mar 16, 2018
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    What Happened to Backstage?
    Mar 16, 2018

    “If a guest can see or hear you, we consider that ‘onstage’. If they cannot you are ‘offstage’,” I would illustrate to literally thousands of new Walt Disney World cast members during their first-day orientation. This same, simple, concept has been a cornerstone of my post-Disney consulting and keynotes.  But the partition separating on and offstage has become fuzzy.  More accurately, it has become almost completely transparent.  

    Perhaps this trend can be traced back to the 90s when restaurants opened-up their kitchens, office doors gave way to low-walled cubicles and we were suddenly told that all our service calls, “may be recorded for training purposes.”  The proscenium around the stage has been dissolving for some time.  In fact, does your business even have a “backstage” anymore?

    Take the current stab at disruptive business models that is Moviepass as an example.  For just under ten dollars a month the service allows one to see any single movie a day at most local theaters and mini-plexes.  A membership card is acquired and connects to a (still somewhat clumsy) phone app.  Moviepass has taken the step of dispensing with any service moment whatsoever occurring “off the grid.”  Everything is done onstage.  Everything.

    During months of trying to obtain and activate my own membership card I was to learn that Moviepass is impossible to reach by phone.  Speaking to a live person (by phone) is not an option, period.  Go ahead and try, they practically dare you.  Getting an answer to an email was equally elusive.  However, going to their Facebook page and posting, “This service is a mess and completely unreliable,” got my problem solved in under ten minutes—right there in front of a global audience.

    I question this tactic as an absolute in delivering service-excellence as it is tantamount to inviting potential customers to come watch how you make sausage before market.  Ever seen a picture of Jell-O being made?  No, and you won’t for a reason.  Yet, fully transparent, full-view service recovery for a global audience may be the new frontier in the customer experience.  An art to be mastered.

    Do we have a choice?  Since every customer (in one way or another) is now a content provider, perhaps we should perform as if every point of the customer experience is being broadcast on a twenty-four hour channel for YELP.  “Use or be used,” would be my counsel.

    Just as “show kitchens” forever altered the behavior (and trust me, they did) of kitchen and service staff behind the scenes at American restaurants, there is a good chance that social media will forever change the delivery of customer service.  Our new cultural need to be looked at all of the time means we’re all being, um, well, looked at all of the time.  Nothing is offstage, nothing.

    Finally, in light of what we’re learning about the conduct of powerful employers over decades and the #metoo movement, perhaps conducting ourselves as if our customers, clients, patients and guests are always observing is not such a bad idea.  They deserve it and the great brands we serve now require it.

    The title of my most popular talk has never been more true: “There’s No Business BUT Show Business.”

  • Science of Story: Use Your Hands!
    Science of Story: Use Your Hands!
    Nov 28, 2017
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    Science of Story: Use Your Hands!
    Nov 28, 2017

    “Ladies and gentlemen, the next hour will be PowerPoint free.”  Most of my presentations lasting an hour or less have begun that way for over a decade.  I do this to set clear expectations and create context.  It never occurred to me that, one day, this would become an applause line.  But it has.

    A great keynote is not just a speech, it’s a piece of theatre.  Most of the truly sensational, no wait, make that all the truly sensational speakers I know are talented storytellers.  Amazing storytellers.  Even the colleagues I refer to as “the great explainers” handle specific, statistical content through anecdotal methods as well as a well-placed graph or diagram.   As one of my own keynotes is titled, “There’s No Business BUT Show Business,” and public speaking certainly exemplifies this.

    Among the first things one learns in first-year theatre training is that a director should avoid “split-focus” when bringing a scene to life.  Yet, this is exactly what many are doing when entering a competition with PowerPoint for attention and focus. 

    The addiction and overuse of slides to guide a speaker’s presentation in our field is not only dumbing down the performance of the average speaker, it’s also dumbing down our audiences.  The moment a typical slide presentation is incorporated it sends a subliminal message to participants that says, “Relax, you don’t have to completely engage because my PowerPoint is going to do half the work for both of us.  I don’t need to really work so hard and you don’t need to listen so hard.”

    What great storyteller would implore listeners to stare at the scenery when attempting to create a collective-consciousness?  Singers are aware that a bare stage and a pin-spot are magnificent tools to bring an audience in and force it to listen closer, so why don’t speakers?  Practically all of us have a mother or uncle that can mesmerize a room at family gatherings using only their voice and gesticulation.  And they’re not paid thousands of dollars to do it, nor do they belong to speaking associations.  And when you think of it, isn’t grabbing attention at a community gathering to entertain or inform all any of us are really doing as professional speakers?

    Let’s be clear; I know that it’s long been trendy to bag on PowerPoint (especially by folks like myself who find themselves clumsy using it in the first place) and, to be fair, there are certainly instances when slides are a necessity rather than an enhancement.   Presenting graphs, statistics or specific brand-messaging require visual back-up that just couldn’t be conveyed as well with interpretive dance.  Well…in most cases anyway.

    When developing content for other organizations or helping someone prepare for an important talk, presentation or “show”, I have a strict “Ten-Slide-Rule”.  I ask, “Do you really need more than ten slides?”  My professional opinion is that if more than ten separate slides must be utilized it means your message may have morphed into nothing more than an information dump.  Pull back.

    I realize that, for some, the idea of appearing onstage sans a slide show will feel naked.  Also, as someone who made a living for years by making silly voices and sound effects with my mouth, this may come easier to me than most.  To that I say; if all else fails while telling a story you can always USE YOUR HANDS!  Trust me, it works.

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