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The Change Agent
The Change Agent

Products to Maximize Your Learning

Secrets to Unleashing Employee Greatness: The Step-by-Step System to Maximize Every Employee's Performance

  

There are two different versions of this book + a CD Learning Program that goes along with both versions: Banking Secrets for Customer Loyalty: Unleashing Employee Greatness is for my banking colleagues. The generic version for all others is: Secrets to Unleashing Employee Greatness: The Step-by-Step System to Maximize Every Employee's Performance.

Do you know how to unleash greatness in your employees? It largely depends on whether you are a manager or a leader. Do you understand the difference between the two? 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 organization's goals and in the greater personal satisfaction both you and your employees will enjoy. This book will enlighten, motivate and inspire you to take on the challenge of unleashing every employee's greatness!

  • Learn and recognize the phases each manager goes through in order to become a leader.
  • Understand how to encourage your employees to take on more responsibility and accountability so that you can have more time to lead rather than manage.
  • Discover why investing and spending time with your best employees is the fairest thing to do.
  • Apply the crucial skills of giving praise and constructive feedback to your employees.

Here's What People are Saying:

"Dynamite book that provides practical methods and techniques for developing employees. Patti Hathaway gives managers practical strategies to maximize their employees' performance. If used, it will improve your company's bottom-line by keeping your employees (and therefore customers) loyal to your organization."
      —President and CEO, Fifth Third Bank, Western Michigan

"This is a must-read book for companies that are serious about improving employee performance. Patti Hathaway provides a real-world approach to improving employee productivity that provides companies with a road map for success."
      —President, High Point University, NC
      —Chairman, Great Harvest Bread Company

"Patti Hathaway has a gift for synthesizing practical insights from the real world of the marketplace. In the classroom and in her books she provides ideas that leaders can use."
      —Executive Director, Ohio Bankers League

"A masterful job of researching and presenting leadership strategies that will reap bottom-line results in the organizations that implement them. Managers will benefit professionally and personally from reading your book.
      —Vice President of Human Resources, University of Dayton

 

Order the Leadership Kit that includes the book and CD Learning for a 50% off valued customer rate of $19.95.

Unleashing Employee Greatness, Book + CD
B260
$19.95
Unleashing Employee Greatness Banking Version, Book + CD
B261
$19.95

Banking Secrets for Customer Loyalty: Handling Customer Problems

Gallup recently surveyed retail banking customer 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.

  • Discover the two dimensions that determine exceptional service and the main ingredients that will build your bank's customer loyalty
  • Understand why a customer's complaint is a gift to your bank
  • Learn five steps to owning and fixing your difficult customers' problems
  • Apply three techniques for handling complaints and criticis

Here's What People are Saying:

"If you want to improve customer service in your bank then Patti Hathaway's new book is a must read! It contains a wealth of information that can be easily incorporated into your business and it will have a positive impact on the bottom-line results. Ms. Hathaway's approach is convincing, practical and lasting."
      —President and CEO, Western Ohio Fifth Third Bank

"Patti Hathaway hits the mark with sensible, practical and most importantly actionable ideas. In her light hearted style she ties this together with actual real life examples. Her book will be a great inspiration for our team and will provide a true payback for our customers and our employees."
      —Executive Vice President, National City Bank

"A unique and memorable approach to providing exceptional customer service to banking customers. Patti Hathaway provides fundamental skills that are essential for building customer loyalty in banks today."
      —President, Oaks Bank

Banking Secrets for Customer Loyalty: Handling Customer Problems - Softcover book
B230
$6.95
Banking Secrets for Customer Loyalty: Handling Customer Problems - Ebook
EB240
$4.97

 

"Rudolph" Secrets for Customer Loyalty

Discover proven, practical Rudolph secrets for building customer loyalty. Gain renewed enthusiasm from hearing how others are delivering exceptional customer service. A 73-minute live presentation with Patti.

Rudolph Secrets for Customer Loyalty - 73 Min. CD Audio
C120
$7.95

 

107 Tips for Developing Customer Loyalty

Simply satisfying your customers will not be enough for you to succeed in today's competitive marketplace. You must deliver such exceptional service that your customers become loyal to you and refer others to you! Discover powerful ideas that will give you the edge in pleasing today's demanding customers. Topics include: Tips for Making a Lasting Impression; Phone Tips; Dealing with Angry Customers; Attitude Tips; Tips for Increasing Employee Loyalty; Managing Customers Through Your Company's Changes; Tips for Building Your Repeat and Referral Business.

107 Tips for Developing Customer Loyalty - Booklet
BL210
$5.00
107 Tips for Developing Customer Loyalty - E-booklet
EBL220
$2.97

 

Smile-on-a-Stick™

Other people will reflect your attitude - do you need a smile? When stress levels are high and you need a smile - you can have one now! Just put one of these full-color laughter-reducing smiles in front of you and you and those around you will get a great big smile on your face. They make a great gift for co-workers, employees, and customers. Patti really enjoys using hers in the car. Order one for everyone for your next big customer service event or to help you deal with the stress of change or being a leader!
We have multi-cultural (brown) smiles available on request. You will be sent a white smile(s) unless you request otherwise.

1 Smile-on-a-Stick
S150
$1.95
10 Smiles-on-a-Stick
SBUN16
$17.95
100 Smiles-on-a-Stick
SBUN17
$165.95

 

Customer Service Quotoon

Patti will autograph her Full-color Matted and Framed 11 x 17 Quotoon.

"To provide exceptional, loyalty-creating customer service, you need to provide Rudolph-the-red-nosed-Reindeer Service!"

Customer Service Quotoon
Q140
$34.95

 

Creating Loyal Customers Bundle

Includes the book Banking Secrets for Customer Loyalty: Handling Customer Problems, "Rudolph" Secrets for Customer Loyalty (73 minutes CD/audio program - not cassette), 5 Smiles-on-a-Stick, and one Rudolph 11 x 14 Quotoon.

Retail Value: $92.60

Creating Loyal Customers Bundle
BUN100
$65.00

Untying the 'Nots' of Change (Before You're Fit to be Tied)

Are you tired of the "change is good" message? Do you feel out of control when it comes to dealing with change at work? This book provides specific, practical solutions for handling work change. You will see yourself in the personal stories, quotes from employees going through change, and case examples. The knowledge and strategies provided in this book untie the knots of confusion before you become fit to be tied.

Discover:

  • The painful truth about change at work.
  • The mystery as to why you naturally resist change.
  • Why it is in your personal best interest to change.
  • How to "whine with purpose" to your boss.
  • Crucial strategies for lessening the pain and stress that comes with change.
  • The simple formula for moving yourself forward in organizational change.
Untying the 'Nots' of Change - Softcover Book (Retail cost $19.95)
B500
$14.95
Untying the 'Nots' of Change - Ebook
EB250
$9.97
Untying the 'Nots' of Change - Audio Cassette Learning Program
C700
$19.95
Untying the 'Nots' of Change - Softcover Book and Audio Cassette Program (a $40 retail value)
BC600
$29.95

 

Untying the 'Nots' of Change (Before You're Fit to be Tied) Video Learning Program

Patti's Video Learning Program uses real-world examples to highlight the key points from her book, "Untying the 'Nots' of Change Before You're Fit to be Tied." This program will make the most of your human resources - through small group discussions, remote location training, or self-study. Anyone can use this complete system to lead an effective training session.
This program contains two videos totaling 90 minutes of training content, 10 Untying the 'Nots' of Change books for the program participants, a Leader's Guide, and the complete 3 hour audio program for additional learning. The videos give you a basis for individual reflection and group discussion. The book is filled with practical examples and techniques. The audio program contains the same great information as the Video Learning Program plus it provides you with role play examples and additional practical tips and techniques to manage work change.

Untying the 'Nots' of Change Video Learning Program
V800
$595.00

 

93 Tips for Managing Change

Change can be terrifying or empowering. It depends on whether you manage change or it manages you. Increase your productivity and energy by gaining mastery in the midst of work change. This booklet will provide you with skills to become a change agent rather than a change victim. Discover the 5 Most Important (& Most Valuable) Things You Will Miss Out on IF You Refuse to Change: Managing Yourself Tips; Tips for Managing Others; Managing Your Job Tips; Tips for Managing Your Customers Through Change; and the 3 Costliest Merger Mistakes and 4 Tips to Avoid Them

93 Tips for Managing Change - Booklet
BL190
$5.00
93 Tips for Managing Change - Ebooklet
EBL200
$2.97

 

Change Your Life Bundle

Includes 2 books (Untying the 'Nots' of Change and Managing Upward), Untying the 'Nots' of Change 3 cassette audio program, Hissy the Cat, and one Change 11 x 14 Quotoon.

Retail Value: $123.70

Change Your Life Bundle
BUN900
$123.70

 

Change Quotoon

Patti will autograph her Full-color Matted and Framed 11 x 17 Quotoon.

"You can become a change agent or a change victim - the choice is yours."

Change Quotoon
Q130
$34.95

 

Feedback Skills for Leaders: Building Constructive Communication Skills Up and Down the Ladder

Strengthen your professional and personal relationships, feel less stressed, and learn how to work through daily conflict situations using straight-forward feedback skills. Criticism is one thing most people think is more blessed to give than to receive. In a recent survey, 48% of the 7,800 people who responded said they suffer from a lack of feedback on their performance and 69% who felt they weren't receiving feedback are thinking of looking for another job. Exercises and case studies are included to help participants explore how they give and receive positive and negative feedback. Participants will learn how to improve their interpersonal effectiveness by using step-by-step techniques designed to make feedback work for them rather than against them. The book has sold over 90,000 copies and has been translated into 5 languages.

Feedback Skills for Leaders - Book
B100
$13.95

 

Managing Upward: A Partnership Plan for Bosses and Employees

Gain enlightening, career-building knowledge and the skills which will give you the winning edge when working with your manager. Build respect and understanding up and down your organization's ladder. This book will provide tips on how to develop a positive working relationship with those above and around you in your organization. The benefits of creating working partnerships include: increased productivity, better working arrangements, fewer misunderstandings, and increased job enjoyment. This book has been translated into two languages.

Managing Upward - Book
B110
$13.95

 

Smile-on-a-Stick™

Other people will reflect your attitude - do you need a smile? When stress levels are high and you need a smile - you can have one now! Just put one of these full-color laughter-reducing smiles in front of you and you and those around you will get a great big smile on your face. They make a great gift for co-workers, employees, and customers. Patti really enjoys using hers in the car. Order one for everyone for your next big customer service event or to help you deal with the stress of change or being a leader!
We have multi-cultural (brown) smiles available on request. You will be sent a white smile(s) unless you request otherwise.

1 Smile-on-a-Stick
S150
$1.95
10 Smiles-on-a-Stick
SBUN16
$17.95
100 Smiles-on-a-Stick
SBUN17
$165.95

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“All the participants felt that they left with new skills to deal with agency and personal change. Many have asked for follow-up support in maintaining and implementing the knowledge gained.”
                 — Butler County Board of Mental Retardation & Developmental Disabilities