2019FLCMAANewspaper

REGISTER ONLINE OR DOWNLOAD REGISTRATION FORMS AT WWW.FLCMAA.ORG 6 CMAA MATTERS...All Things Education REGIONAL EDUCATION 2019 David Rich Contagious Service: How to Turn Your Members into Your Best Sales Force! Business in the 21 st century is as competitive as ever. Members have more choices than ever before, are less loyal, more knowledgeable and way more demanding than ever before. There was a day where excellent service and going above and beyond would create a grateful, loyal member. Those days are gone. Excellent service is no longer good enough. Today’s member EXPECTS excellent service, so when it’s delivered, it is not appreciated and rewarded. It is merely what they expected. Excellent service is critical but it’s a starting point not an ending point. That’s where “contagious service” comes in. Contagious Service is more than just a set of things to do; it is a way of being and interacting that leaves a member feeling energized and like they’ve got a new friend. When that happens, they will reward you with passionate loyalty and become your best sales force in the market-place. In this highly inspirational and thought provoking 90 minutes to half day session, you will learn the dynamics that will transform any staff into a “contagious” profit center! Attendees will learn: √ How today’s member is different from any in history √ How being excellent is no longer good enough √ How to be “contagious” √ How to diffuse an angry member √ Why rapport is critical and how to create it instantly and subconsciously David Rich is a nationally known professional speaker and best-selling author of 5 books including How to Stay Motivated on a Daily Basis and How to Click with Everyone Every Time. He has earned the speaking industry’s highest designation and has presented to over one million people in 49 states and 4 countries. David has been speaking to clubs and the hospitality industry for over 25 years. The Best Ideas are Rich Ideas! Brian Holloway For Those Leaders & Teams That Must Make The Impossible Happen A Stanford, All-American, launched from Silicon Valley to the NFL as the New England Patriots first-round draft pick. Holloway achieved All-Rookie honors All-Pro honors and led the Patriots to their very first Superbowl. Holloway’s honors continue as a future candidate for induction to Pro Football’s Hall of Fame. The GAME has changed. Stress & Pressure to execute is unrelenting. Once again, you must find a way, invent a way, discover a way to -- make the impossible happen . Each person is extremely vital to massively expanding “THE EXPERIENCE” – that offers more, that makes things bigger, that makes things more unique, special and valued. You generate the WOW! for your guests, members – to lift the simple, normal and plain to the extraordinary . You give in new and bigger ways. You listen like you’ve never listened before. You greet your members and teammates with an excitement that you generate – that changes the game. It’s YOUR –“SURPRISE & DELIGHT”that lifts your CLUB up; to become “the talk of the town”; “the BUZZ on social media”; the “WOW that is trumpeted across the country”. And YOU have been given the privilege and honor & responsibility to WOW! the unique, interesting, powerful, diverse world of your very special guest and their company. They have chosen to embrace YOUR EXPERIENCE! WOW! Them!! You were “trusted”with THE GIFT – unleash it! Share it! Be it! You will alter their future, the future of your Teammates and the future of your family and loved ones forever. Derek Deprey SHIFT: Move from Frustrated to Fulfilled Every day, we move in one direction or another. We’re free to choose from endless possibilities. Only you can choose the direction for the rest of your life. Whether you are a seasoned executive, emerging leader, stay- at-home parent, or college student, frustration is inevitable. Now is the time for you to SHIFT from, “I’m so busy and stressed,” to, “I’m living my ideal life right now.”In this presentation, Derek will teach you a 5-gear process that you can apply in your personal and professional lives. Each gear will uniquely move you from frustrated to fulfilled. Through powerful questions and compelling exercises, you’ll discover how to make today the day you are inspired to change. It’s your next move! Learning Objectives: • Learn how to confront your fears. • Learn how to form your core values. • Learn how to pursue personal growth. • Learn how to visualize your preferred future. • Learn how to adopt a positive mindset. • Learn how to personalize your ambitions. • Learn how to exercise meaningful action. • Learn how to fulfill your ideal life. • Learn how to inspire fellow travelers. Dr. Vicki Halsey V.P. The Ken Blanchard C0. Legendary Service: The Key is to Care Why do members return again and again to a favorite store or business? It’s not just about products and price, it’s about the way people feel as they interact with your people. Do your members and guests feel cared for, like rock stars and appreciated for their business? Do you know how to leverage neuroscience and research to ensure the customer experience ismemorable? Legendary Service sounds simple but if customer service were so simple why don’t we get great customer service everywhere we go? The Key is to CARE. Commit to Legendary Service: Create an environment that focuses on serving the customer through a clear mission, vision and values. Attentiveness: Listen to and assess your customers and their preferences. Responsiveness: Demonstrate a genuine willingness to serve to fulfill individual wants and needs. Empowerment – Constantly taking the initiative to empower all and share innovative practices. Since members and guests Fuel Business , your focus on this imperative will unleash Legendary Internal and External Customer Service. FLORIDA CMAA Regional Education Speakers