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.
Mastering the Essential Change Agent Skills
We work with organizations who want to make change work and with people who want to move forward in change. The CHANGE AGENT customizes the content in our programs to help organizations make change work and empowers people to
move forward in change. Following are descriptions of the change programs which we offer:
Untying the 'Not's' of Change (Before You're Fit to be Tied)
According to Senior executives in Fortune 500 companies, less than half
of the changes in their organizations were successful. They attributed
these failures to employee resistance. One of the reasons employees naturally
resist organizational change is because they are "Mourning
the Past" (for more details, listen to this 3.08 minute RealAudio
excerpt). They also are fearful for their job security (hear why "Job
Security Fears" is a concern in this 4.30 minute RealAudio segment).
We design our program to give you specific solutions for how to deal
with your organizational changes. It is difficult to change until you
understand why it is in your personal best interest to change. Discover
why you tend to resist change. Gain strategies for what you can do to
lessen the pain and stress that organizational change causes you. Learn
how to untie the knots of confusion before you become fit to be tied. (Offered as a keynote or training)
Mastering the Leadership Challenge of Change
How
many of you have received a phone call that started with "Are
You Sitting Down?" (Listen to Patti's downsizing story in this 2.50
minute RealAudio excerpt). Leading organizations through change can be
as discouraging as that phone call and may seem like "mission impossible"
at times. Embrace becoming a change agent. Learn how employees react when
going through change (hear Patti "live" in this realistic 13.10 minute
RealAudio segment entitled "Our
Natural Reactions to Change"). Build a motivated and productive workforce
in the midst of change. Understand change issues and implement practical
techniques to help yourself and others cope with change. (Offered as a keynote or training)
Here's what some of our recent clients have to say about our programs
on change:
Thank you for presenting
the best external program we have had to date. The information was practical
and immediately applicable! I have taught change management and we have
had programs presented in our management development curriculum for
a decade, yet I can say I feel that I doubled the amount of practical
information that I learned...
—Director of Management Development, Meridia/Cleveland Clinic Health System
She tailored the
program to our organization and was both direct and insightful with
her presentation. Patti is an excellent speaker and clearly enjoys working
with a challenging audience.
—Vice President National Desktop Services, Bank One
You provided real-world
specific information on how they (managers) can utilize specific techniques
for working through change situations. You received high compliments
coming from a group of broadcast managers who understand the critical
importance of solid content delivered in an entertaining manner!
—President and CEO, Dispatch Broadcast Group
The Customization Process to develop Change Programs that Impact the
Bottom-Line:
This is how we work with clients to custom-design a program to meet your
specific needs. Hear how the process works in this RealAudio segment on "Patti's
Unique Approach to Change" (7.40 minutes)
| The Steps We Take to Customize
Your Change Program |
| Step 1) |
Prior to our program, a link to a web survey is sent
to all participants via the meeting planner. Participants provide their
anonymous feedback directly to us. Your people's comments
(with their permission and without their name) are used throughout our program
to illustrate examples of how people react to change. It
is difficult for participants to argue with their own data which makes
Patti's programs highly relevant and applicable. |
| Step 2) |
We do a detailed review of your company's changes over the
last 18 months and it's impact on the program participants. We discuss
these changes throughout our program. |
| Step 3) |
A complete review of your company's literature (annual report, internal
and external newsletters, web site, etc.) helps Patti understand your
culture. For associations, Patti reviews your new member literature, past newsletters, and relevant industry information. |
| The End Result: |
A program custom-tailored to meet your needs and concerns. |
| Free Bonus: |
We offer
a complimentary Executive Debriefing/Coaching Session in which we
organize the verbatim comments we received on the web based survey and provide
your executives with recommendations for next steps in making your
change work. |
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Changing the Customer Service Culture to Create Customer Loyalty
Often when a major change initiative occurs in an organization, the customer feels forgotten. The chaos from change can cause problems with your customer service. Patti helps organizations increase their customer loyalty and motivates people to feel passionate about service. We customize the content in our customer service programs to help companies increase their customer loyalty and to motivate people
to feel passionate about service. We work with you to develop a customer
service culture that will increase customer and employee retention and
loyalty. Following are descriptions of the customer service programs that we offer:
"Rudolph" Secrets to Customer Loyalty
 Customer
satisfaction is not worth much, customer loyalty is worth everything!
Practice powerful techniques that will give your organization the edge
in pleasing today's demanding customers. Learn why "Customers
Reflect Your Attitude" (Patti dramatizes the importance of attitude
in this 2.35 minute RealAudio segment). In this highly entertaining and
interactive program, Patti equips you with proven, practical "Rudolph"
techniques for dealing with external and internal customers. One excerpt
of Patti's complaint-handling techniques can be listened to during this
9.51 minute RealAudio excerpt "Fog,
Don't Flog Your Critics". (Offered as a keynote or training)
Leading a Loyalty-Creating Customer Service Culture
Passion
for exceptional customer service begins with the leadership team. You
may recognize your own reaction to complaints and criticism as you listen
to this 5.50 minute RealAudio excerpt entitled "Typical
Reactions to Complaints and Criticism". Gain skills in handling customer
complaints. Discover why you get yourself in trouble if you "assume" your
customer has certain knowledge (hear as Patti explains "The
Problem with Information Assumption" in this 5.46 minute RealAudio
excerpt). Gain enlightening strategies which will increase employee satisfaction
and retention which can result in improving your customer loyalty. Profit
from new synergy and enthusiasm by practicing techniques which will help
your leadership team develop a high performance customer-service culture.
(Offered as a keynote or training)
Here's what some of our recent clients have to say about our programs
on customer service:
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. Comments included: 'the best speaker we have ever heard
on customer service' and 'an educational piece camouflaged by comedy'.
—Customer Relations Officer, Nationwide
Thank you for the
fabulous job you have done in customizing your training for our specific
needs at Fifth Third Bank. We have never had an external speaker receive
such high ratings from all 600+ employees and managers. We are confident
that 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, Western Ohio Affiliate, Fifth Third Bank
Your unique perspective
and strong passion for customer loyalty is extremely motivating. The
evaluations from the 1,086 employees who attended have been excellent.
—Training and Development Director, St. Luke's Hospital
The Customization Process to Deliver Customer Loyalty Programs that
Impact the Bottom-Line:
This is how we work with clients to custom-design a program to meet your
specific needs and incorporate your customer service research. Listen
how the process works in this RealAudio segment on "Patti's
Unique Approach to Customer Service" (7.40 minutes)
The Steps We Take to
Customize Your Customer Loyalty Program |
| Step 1) |
If available, we will review your company's customer service research.
We also read the last 12-24 months of positive and negative customer
letters. From this research, we design the program content and
uses your customer feedback to address your specific needs. This customer
perspective is critical in helping your employees understand the impact
of their actions with your customers. |
| Step 2) |
A complete review of your company's literature (annual report, internal
and external newsletters, web site, etc.) helps us understand your
culture. |
| The End Result: |
A program custom-designed to meet your needs and concerns. |
| Additional Customer Service
Consulting Projects: |
Based on your needs and budget, we can consult with
you to help you enhance your culture to be more customer service focused.
Consulting projects may include: (1) developing a reward and recognition
program; (2) changes to your performance appraisal system to incorporate
customer service elements; and (3) designing a continuity program
for continued learning and development. These services help instill
a truly impactful customer service culture change. |
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Unleashing Employee Greatness
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 1 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. This
program will enlighten, motivate and inspire you to take on the
challenge of unleashing every employee’s greatness!
The Customization Process to Deliver Leadership Programs that Impact
the Bottom-Line:
This is how we work with clients to custom-design a program to meet
your specific needs and incorporate your employee feedback:
The Steps We Take to
Customize Your Leadership Program |
| Step 1) |
Prior to our program, a web survey link is sent
to all management participants and their employees via the meeting planner. With their permission,
the anonymous employee comments are used throughout our program
to illustrate the differences between managers and leaders. |
| Step 2) |
We always learn as much as possible about your organization via
your literature (annual report, internal newsletters, website, etc.)
before designing a program. We will also incorporate the use of your
terminology and human resources tools (performance appraisal
terminology, etc.). |
| The End Result: |
A program custom-designed to meet your needs and concerns. |
| Additional Leadership Projects: |
We can provide leadership coaching and advising
services. We also can facilitate your executive/leadership retreats. |
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Our CEO and Business Advisor: Patti Hathaway, CSP
Patti Hathaway is a Business Advisor and best-selling author of 5 books. Her books have collectively sold more than 100,000 copies worldwide and her Feedback book has been used by 400 of the Fortune 500 companies. Patti’s expertise is based on real-life experience and the fact that she has surveyed thousands of people over her 20+ years of business advising and speaking. She earned the Certified Speaking Professional designation from the National Speakers Association in 1994. Fewer than 7% of speakers worldwide have earned this designation for a proven track record of speaking excellence. Patti has the ability to change people’s thinking in order to achieve bottom-line results for her clients. Her expertise is in the areas of interpersonal communication skills, managing change, leadership, and customer loyalty. Her clients maintain long-term partnerships with her because of her recognized ability to solve their people challenges with her highly customized solutions.
Patti’s ideas have been refined and re-tooled over many years. She changes people's perspective through the use of her strong content and compelling personal stories delivered with visuals, humor, and high energy. Patti's expertise has been featured in the New York Times, Harvard Management Update, Entrepreneur Magazine, Sales and Marketing Excellence, Woman’s Day, American Way, Cosmopolitan, and numerous industry-specific journals.
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.
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Patti Hathaway has built her reputation
since 1987 as a speaker who is invited back repeatedly for delivering
customized, practical programs on change, customer loyalty, and
leadership. We have been some of the highest-rated
speakers our clients have ever had.
Patti's Bio
Click here
to download Patti's printable bio
(PDF: 2.9 megs)
Sample Video
Click here
to view Patti's 15 minute preview video online!
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