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The Change Agent
The Change Agent

Results that Make a Big Impact

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 at thechangeagent dot com

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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

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(PDF: 2.9 megs)

Sample Video

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“You have been rated consistently '11' or '12' on a 12 point scale over the last few months of delivering programs to our management team on dealing with change.”   
               — Training and Development Manager, USS/KOBE Steel Company