"Our group was WILD about you!! When it comes to designing in-service training for our members, they are a tough group to please because the have seen and done it all. But, you wowed them"

-Nancy McAvoy, Ohio Association of Adult Services

Click here to view Patti's 15 minute preview video online!

Click here for some Fast Facts (PDF: 2.9 megs)

change, management, change agent, organizational, organisational, managing change, overcoming resistance

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.

PEOPLE ARE THE REAL BOTTOM LINE

You’ll Benefit Measurably From:
  • Our discovery and analysis of your needs and challenges in leadership development, customer retention, and employee productivity
  • A Plan of Action that will outline our highly-customized solutions that will help you solve your people challenges and provide your bank with bottom-line results
Some Recent Client Results:
  • 90% decrease in customer complaints
  • 44% increase in customer compliments
  • Regulatory complaints are at an all-time low for this company
  • Increase in morale and personal empowerment
  • Increase in morale and personal empowerment during major company changes
For a profitable bottom line, you need to:
  • Ensure higher productivity, strong organizational culture, and high morale, particularly in times of change.
  • Increase your success rate and speed the time it takes to implement new ideas.
  • Learn how to work with resistance and build stronger relationships.
  • Develop a solid base for future change.

"Patti's Unique Approach to Change"
 (7.40 minutes)

Customized for Your Needs

“Patti tailored the program to our organization and was both direct and insightful. Patti Hathaway is an excellent speaker. Most frequent participant comments included: “the presenter knew our situation and had great tips on how to improve...” “Really made me take a good look at myself and my attitude toward the merger.”
 - Vice President, Bank One

“What a terrific presentation! Your motivational presentation was the BEST…our employees (all 200) are thanking me for bringing you in to talk with them…your presentation has really made a difference here!”
 - Department of the Navy, FMSO

“Fabulous job in customizing your training for our specific needs. We have never had an external speaker receive such high ratings from all 600+ employees and managers. Your practical skills spiced with humor and a jolt of reality from our customers’ perspective will reap a positive bottom-line impact for our bank.”
 - President, Fifth Third Bank, Western Ohio Region

Flexible - Memorable

“Patti, you are a consummate professional and one I look forward to working with in the future. You were selected after previewing 12 other national speakers because of your humorous style and ability to motivate and inspire your audience. Our people said: “the best speaker we have ever heard on customer service” and “an educational piece camouflaged by comedy”.
 - Customer Relations Officer, Nationwide

“Being at the end of a conference is a challenge of its own…You were so entertaining, so engaging, and so thought-provoking that the group, instead of fading, was highly charged and connected. You are clearly one of the best speakers I have seen.”
 - Associate VP for Human Resources, The Ohio State University

Practical and Workable Solutions

Our learning tools exemplify our company’s practical approach and solid content. CEO Patti Hathaway has authored five popular books that have collectively sold over 100,000 copies worldwide. Two have been translated into five languages and her book on feedback has been used by more than 400 of the Fortune 500 companies.

Our CEO and Business Advisor: Patti Hathaway, CSP

Patti Hathaway, CEO, has built her reputation since 1987 as a business advisor and author who is invited back repeatedly because she gets bottom-line results. She is one of fewer than 180 women in the world to receive the Certified Speaking Professional designation from the National Speakers Association This prestigious designation was earned on the basis of her proven track record of speaking excellence. Patti is the author of four books that have sold over 100,000 copies worldwide. Her book series, Banking Secrets for Customer Loyalty, is based on her extensive work with banks. We also offer a free monthly tips e-mail newsletter that goes to over 5,000 people worldwide.

Our Senior Trainer: Susan Miller

Our company’s trainers are some of the highest-rated speakers our clients have ever had. As an international speaker, trainer and author, Susan Miller has spoken to a half-million people in eight countries. She graduated from the University of Kansas with a B.A. in Human Resources Management. She enjoyed working for 13 years in the restaurant business holding various management positions including Regional Personnel Manager and Training Director where she guided all levels of training for 450 restaurants. For 8 years, Susan traveled extensively as a Management Consultant and Trainer for the International Fred Pryor Seminars where she achieved consistently high customer ratings. Susan is active in her community and was named "Business Associate of the Year" in 1999 and "Woman of the Year" in 2002 for the local American Business Women's Association chapter. Susan is called upon occasionally by Fox News to comment on hidden camera customer service stories. Through a wealth of practical experience, humor and audience participation, Susan provides positive practical training to help participants get results.

Our Executive Coach: Steven Anderson, Ph.D.

This service is aimed at helping managers break through barriers that may have been holding them back in the past. Our aim is to help executives improve their performance by providing profound insights as to why they may be stuck. That does not mean we give advice. We pride ourselves on our ability to ask the right questions. First and foremost, this service is built upon our earning your trust. We pride ourselves on our ability to listen at a deep level and to provide managers with an accurate portrayal into their strengths and weaknesses.

In 1995, after fifteen years as a business manager, Steven Anderson went back to graduate school to become a psychologist. As he began work as a counseling psychologist he was struck by how poorly his clients utilized their emotions in decision-making. In fact, it often appeared that the less clients paid attention to their emotions, the worse they were doing mentally. Because of advances in neuroscience, it is now becoming evident how individuals can make maximum use of the physiological and neurological resources at their disposal to make decisions. Dr. Anderson's focus is to help leaders integrate the critical ingredients of decision-making (physical, mental, and emotional) in order to make individuals and companies as effective and productive as possible. In 2004, Steve authored his first book, The Call to Authenticity: How One Man Discovered the Essence of Leadership.

Our delighted customers tell others about our services because we invest 100% of our time and energy to deliver outstanding, highly customized solutions for them. Building strong life long partnerships one client at a time is our goal.

* Click here to recommend the CHANGE AGENT Briefing newsletter to your friends!

Back to top

http://www.thechangeagent.com© Copyright 1999 The CHANGE AGENT. Patti Hathaway, CSP, 1016 Woodglen Road, Westerville, Ohio 43081. Phone: (614) 523-3633 Toll Free: (800) 339-0973 Fax: (614) 523-3515. Comments about this site? Please send mail to Patti Hathaway.