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"I wanted to commend you on your wonderful presentation to our employees during Nationwide's corporate celebration of customer service week. You were selected after previewing 12 other national speakers because of your humorous style and ability to motivate and inspire your audience. Nationwiders were not disappointed. Patti, you are a consummate professional and one I look forward to working with in the future."

- EEO Officer, Nationwide

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Companies call on us to solve their people challenges through highly customized solutions. If you have customer retention concerns, leadership challenges, or employee resistance to change, our company delivers solutions for lasting results. Patti Hathaway, CEO of Banking Secrets and The CHANGE AGENT, has built her reputation since 1987 as a business advisor and author. Her clients maintain long-term partnerships with her because she gets them “bottom-line” results.

Solving Change Challenges

Employees who experience constant change on the job get sick and miss work. This costs a large company nearly $4 million per year in employee absenteeism. Three out of four corporate mergers fail to recover costs. According to Fortune 500 executives fewer than half of their change initiatives were successful. The reason for failure? Employee resistance. We work with organizations who are going through mergers and acquisitions, business process reengineering projects, new technology implementation, new people in leadership positions, and reorganizations to list a few.

Solving Customer Loyalty Challenges

Gallup recently surveyed retail banking customers and found that only 26% of bank customers who had not recently had a problem considered themselves extremely satisfied with their bank versus 51% who had experienced a problem but were extremely satisfied with the way it was handled. For most banks, the bottom-line is impacted by how well your employees handle customer problems and whether or not they keep your current customers loyal to your bank.

Solving Customer Leadership Challenges

Gallup surveyed one million employees and 80,000 managers and found that an employee's relationship with his/her direct supervisor will determine (1) how long they will stay, and (2) how productive they will be while there. Becoming less of a manager and more of a leader can be an extremely powerful and profitable change – both in terms of meeting your company’s goals and in the greater personal satisfaction both you and your employees will enjoy.

Click here to view Patti's 15 minute preview video online! (Internet Explorer required)

See why clients like Fifth Third Bank, Nationwide, Cleveland Clinic Health System and others have hired The CHANGE AGENT for our unique message on change, customer loyalty, and leadership.

	Topics for Speaking: Avail yourself of our powerful and individually-tailored programs on change, customer service, leadership, and communication skills offered internationally.
	Hire Us: Find out more about The CHANGE AGENT's business advising, speaking, and training services.
	Products: Discover additional learning resources to help you deal with change more effectively. Includes reviews of books and products that we recommend.
	Special Resource Area for the Media Ask the expert. We provide interviews and articles to all types of media on organizational change and customer service.
	Case Studies: Capitalize and learn from other organizations who have undergone change and what you can do in a similar situation.
	Clients: Discover the wide range of clients to whom we speak. See what they are saying about our impact as speakers and trainers.
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