CustomerService
The Key To A Successful Business
“There is only one boss - the customer. He can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else.”- Sam Walton, founder, Wal-Mart Stores Inc.
Presentation
For top quality management one must have a strategy to provide increasingly higher levels of customer satisfaction through continuous improvement.
Keynote speaker, Dr. Gerry Blumenthal customizes each presentation and uses appropriate slides and stories. What distinguishes him from other presenters is his use of humor.
Dr. Gerry is an award-winning author and customer service expert. As CEO of Evaluation Systems for Personnel (ESP) he has been responsible for tens of thousands of customer service evaluations and corrective training throughout North America. His clients have included many large organizations.
Example
When Lexus entered the automobile market they used ESP to evaluate existing Toyota dealerships to gauge their overall customer service before awarding them a Lexus dealership.
In addition, ESP has evaluated health institutes, hospitals, retail stores, furniture stores, realtors, food & beverage companies, the banking industry and the airport industry, to name a few.
Example
ESP was responsible for raising the customer service and sales skills of the Atlanta Airport (Largest airport in the world) by over 30%.
In his talks, Gerry shares how companies must prioritize the human elements of business to be successful. By becoming an employee-first organization and creating a business culture focused on the customer you can help create a more customer-centric organization that would drive your business growth.
Here are some key ideas he delivers to help your team focus on the customer:
- Treat your customers like friends.
- What do they want?
- The customer must know that nobody is going to take better of him than you.
- Create value for them.
- Customer empathy comes from staying close to the customer.
- How can we benefit the customer?
- Sales and service are everybody’s job.
- It’s the little things that matter.
- First impressions.
Keeping The Customer Is Highly Profitable
- It costs about 20% as much to keep a satisfied customer as it does to win a new one.
- Customers buy more from you for each year that they stay with you.
- The potential profit from referrals and good word of mouth testimonials from satisfied customers is incalculable but enormous.
- Satisfied customers and satisfied employees thrive off each other. As customer service increases, employee morale tends to rise. Higher employee morale means less turnover, lower training costs and fewer mistakes from inexperienced workers. And fewer mistakes create even more customer satisfaction, which in turn creates even greater employee satisfaction. The positive spiral goes onward and upward.
- Whether it’s in the banking world, the automobile industry or any kind of sales or service customer service is so important that it is now considered a strategic function for organizations across the board.
- Today’s customers are much better informed and have an ever-increasing number of places to spend their money. If they have the slightest doubt about your credibility or feel that they can get a better deal somewhere else, they are more than happy to take their business down the street.
- Professional salespeople with good listening skills and great product knowledge are imperative.
- If you’re looking to gain an edge in your customer service look no further than Dr. Gerry as your speaker.
Are you looking for motivation and inspiration for your next keynote or event? Research shows a boost in employee engagement and morale also boosts your company productivity and bottom line.
Dr. Gerald (Gerry) Blumenthal can help engage, inspire, empower and motivate your employees with his presentation.
Who is Dr. Gerald Blumenthal?
Dr. Gerald Blumenthal is a global entrepreneur who launched his first business, Sembel-it, in 1970 in South Africa. His company quickly grew to become the largest DIY business in Africa with 37 locations and more than 500 employees. He moved to America and launched ESP Shop in 1985, which has conducted more than 6.5 million secret shops and benefitted countless American businesses over the decades.
Companies in the Greater Houston area continue to utilize Gerald’s 50-plus years of business success to educate their executives, managers, and employees on the art and science of customer service.
Endorsements
I want to personally thank you for speaking to our recent Branch Manager’s Meeting. All of our 100 managers, and our Retail Administrative staff, thoroughly enjoyed your talk, and many have informed me they are using the booklet you distributed. Your presentation was outstanding.
Thank you so much for speaking to our Lockton Production Team. Your presentation was a huge hit and offered a unique way to gain insight into clients and prospects. If I can ever be a reference for you please let me know as I thoroughly enjoyed working with you and having you speak to our team. All the best!
Major Awards
Dr. Gerald D. Blumenthal Celebrated for Dedication to the Field of Business and Public Speaking by Marquis Who's Who
Gerald David Blumenthal, PhD channels years of expertise to his work with Evaluation Systems for Personnel HOUSTON, TX, April 27, 2023, Gerald Blumenthal has been included in Marquis Who’s Who. As in all Marquis Who’s Who biographical volumes, individuals profiled are selected on the basis of current reference value. Factors such as position, noteworthy accomplishments, visibility, and prominence in a field are all taken into account during the selection process.
Toastmasters International Humorous Speaking 1st Place Award
eLit Awards - Silver Medal Winner - The Brass Compass
Forward National Literature Award - December 15, 2011
Client List
Author of Six Books
Dr. Gerald Blumenthal is the author of six books, including The Brass Compass, The Monkey Key: Judgment Day, and Serial Killers: Their Lives, Their Crimes, and Their Handwriting. These riveting reads will keep you reading well into the night. Purchase your copies today!
