Presenting the Practicalities of Service Magic.
A keynote by Louie Gravance promises an engaging and memorable experience, blending humor, storytelling, and profound insights. Audiences can expect to be inspired and challenged as Louie shares his unique perspectives on customer service, leadership, and personal development. His presentations are known for their authenticity and practicality, offering actionable takeaways that can be applied immediately. Louie's charismatic and energetic delivery style keeps audiences captivated, ensuring that the message resonates long after the keynote ends.
When a WOW moment in customer service occurs, it benefits both the customer and the employee simultaneously. Inspiring your team to make this connection is key to maintaining a culture of service excellence. Louie Gravance has had the pleasure of reigniting the passion for service excellence with bankers, nurses, claims adjusters, casino workers, and many others.
This power talk delves into what a WOW moment looks, sounds, and feels like, and why delivering them is beneficial for everyone involved. Participants will come to realize that every customer interaction is an opportunity not just to perform a task, but to define who they are willing to be.
Unlocking the Potential of Service as a Superpower
Key Takeaways:
Personal Growth Through Service Excellence: Employees realize that delivering exceptional service is a direct investment in their own personal and professional growth.
Discover the Power of WOW Moments: Employees will learn the profound impact of creating WOW moments in customer service, recognizing that these moments benefit both the customer and the employee.
Foster a Culture of Service Excellence: Employees will learn to define who they are and who they aspire to be, and that by delivering exceptional service, they will shape their identity and contribute to a workplace culture that values and rewards service excellence.
SIGNATURE KEYNOTE: When a service employee poses the question, "What's in it for me?" the resounding answer is: EVERYTHING. Your team members deserve to understand that investing themselves in service is an investment in their own growth. However, conveying this message and convincing your staff that "great service serves the server first" can be challenging.
Simply put, you can show your employees how creating magical moments for customers can transform their careers and lives, just as Louie inspired thousands of cast members at Walt Disney World on their first day.
Crafting Remarkable "WOW" Service Experiences
Organizations are constantly weaving a narrative for their internal and external customers. Every transaction, regardless of the product or service, tells a story that engages all our senses. This narrative shapes customer expectations, influences employee satisfaction, and defines your brand essence.
What do we look like? What do we sound like? What do we smell like? What do we feel like?
Every team member contributes to this narrative with every interaction. Shouldn't it be the story you want to tell your customers every single day?
For over 40 years, Louie Gravance has captivated audiences on radio, television, film, stage, and in theme parks. He has also collaborated with corporate trainers in various industries, including medicine, retail, food, manufacturing, and automotive, as well as insurance companies. At their core, they are all in the business of show business.
This engaging and humorous talk can be tailored to suit your event and objectives.
Key Takeaways:
Every Interaction Tells a Story: Whether it's through the way your team members speak, the ambiance they create, or the emotional experience they deliver, your team will learn that each touchpoint contributes to the story your customers and employees experience daily.
The Sensory Impact of Service: Louie emphasizes the importance of considering how your organization looks, sounds, feels, and even smells to create a memorable, multi-sensory experience that resonates with both customers and employees.
Service as Show Business: The way your team performs in their roles directly impacts customer satisfaction and brand perception, making it crucial to deliver 'WOW' experiences consistently.
Allow me to customize and deliver the perfect power talk for your company or event, just as I have for countless world-class organizations and leaders in service excellence. For over twenty years, it has been my privilege to delight audiences and leaders with my message of self-investment in the workplace and passion for the work we do in the service industry.
Let's share that knowledge together to remind your team: "Great Service Serves the Server First!"
More Available Talks
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I am deeply passionate about employee engagement. During my time at Disney World, it was both an honor and a responsibility to train and motivate tens of thousands of cast members around a shared narrative. While many of the techniques I used back then remain effective, others have evolved. Just as our customers have changed, so have the needs and expectations of our employees, necessitating new methods of engagement.
Today, neither your customers nor your employees want to be mere co-stars in your brand’s "show." Instead, they seek to have their actions—whether through purchases or performance—reflect their own successes as well as those of your organization. They aspire to be heroes of their own stories. Is it possible to align everyone's individual needs and goals with a common purpose? Absolutely, and I’m here to show you how.
Let’s delve into the four key quadrants of an engaged work culture:
Story: Reflect on this—have you been focusing on what you want your employees to do, or on what you need them to be? They will commit to your story as long as it clearly benefits them and defines their role within that narrative.
Language: This was the silver bullet in Disney’s training success. Achieve clarity, consistency, and discipline in your internal communications.
Behaviors: I will equip your team with the seven most crucial actions to become and remain engaged.
Recognition: Are you recognizing achievements based on what your customers or clients desire, or based on your own objectives? The way we recognize excellence is one of our most powerful tools and often the most overlooked.Your organization can unite around a collective narrative. I'm eager to guide you through this transformative journey.
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(And What Would Providing it FEEL Like?)
Healthcare professionals of all types are physically, emotionally and mentally exhausted from over two years an unrelenting pandemic. Some experts have even dubbed their condition as a type of post-traumatic stress of disorder caused by an overload of patients, high death rates, personal danger, and ever-shifting safety guidelines.Perhaps it would be helpful to look at things a different way.Isn’t it time to remind and re-enforce the superpowers healthcare workers have to create “magical service moments” that far exceed the significance of a theme park experience? In fact, aren’t these moments happening countless times a day and never recognized?
Author, speaker and former training designer for Walt Disney World, Louie Gravance asks the question, “What would ‘Disneyfied healthcare’ look and feel like? And what would it feel like to provide it?” This humorous and uplifting session explores ways healthcare teams can rediscover their service superpowers and the impact they provide endlessly to patients and co-workers alike.
Louie suggests the Disney cultural template of following the P.L.A.N.PurposeLanguageActionsNarrative-Shared
As he says in his book, SERVICE is a SUPERPOWER-Lessons Learned in a Magic Kingdom, “Every time we delight a guest or patient it makes us, the service provider, immeasurably stronger.”
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This workshop is the perfect companion piece with the keynote, “SERVICE is a SUPERPOWER!” We further explore the delivery of “magical” service moments consistently through the use of ten basic skills.
Serving with INTENTION, and serving with VISION are just two of the skills covered in this deep-dive into the practical application of the Disney service principles.
Participants will:1. Learn ways of identifying the narrative of your business.
2. Create an intention statement aimed at supporting the goals of your event.
3. Isolate keywords that ground your customers’ experience.
4. Learn a fun exercise they can implement with their staff called, “Good Show/Bad Show.
5. Create an action plan for performance improvement.
6. Laugh a lot.Aimed at leaders and managers tasked with modeling and inspiring service excellence, participants come away with a training template for sharing what they’ve learned back home.
FREEZE!
Ready to make some magic happen?
Louie Gravance's presentations are a unique blend of inspiration, education, and entertainment, designed to create a transformative experience for the audience. He introduces "The Four H's" concept, which includes Homework, Humor, Hands-Free, and Hassle-Free elements.
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Researching a potential decision-maker before an initial, pre-booking interview has never been easier. What once may have been considered invasive snooping is now called viewing a LinkedIn profile; clients love it when we do. No one wants to feel like they’ve booked a “canned” speech. I find it puts my hosts at ease when I show I’ve bothered to memorize their organization’s mission statement and incorporate it within the first two minutes of the presentation.
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When making a point, there is great power in making a bit of playful fun of ourselves. Since I speak about customer service and have a Disney background, many of my hosts anticipate I will regale them with examples of perfectly executed service experiences. I’ve come to learn that telling the story about the time I made an adult guest cry while I was dressed as a Christmas elf is a far more effective approach.
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This means nothing in my hands, which means no clicker, which means no PowerPoint—not unless it’s absolutely necessary. Sometimes, half-day workshops are necessary. But I like to think of slide presentations the way I think of snow-chains on tires; there are occasions when you cannot drive without them, but most of the time they just make for a clunkier ride. Being in a PowerPoint-free zone also allows you to prove you’ve done your homework with a sense of humor.
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It is virtually impossible to be too low-maintenance. Event planners have dozens of things to worry about, and dozens more they don’t have to worry about but will anyway—it comes with the territory. I have learned to love the subtle look of relief in their eyes when they ask if I need anything before going on, and I respond, “Nope.” (You know, that was the answer they were secretly hoping for.) My old mentor, Burt Dubin, used to say, “Your presentation starts the second you arrive on-site!”
The Four H’s
Louie Gravance's virtual keynote offerings are a testament to his ability to engage and inspire audiences in a digital format. With his remote keynotes, Louie brings his signature blend of humor, storytelling, and practical insights to the online stage, creating an immersive and impactful experience for attendees.
Louie's virtual keynotes are not just a passive viewing experience; they are an interactive journey that encourages reflection, learning, and growth. Attendees can expect to come away from his virtual keynotes feeling energized, motivated, and ready to implement positive change in their lives and work. So, sit back, relax, and let Louie Gravance take you on a virtual journey that you won't forget!
Unleash the Magic from Anywhere!
What Clients Are Saying
“Louie was awesome! He was our closing keynote speaker and ended our conference on a high note. Everyone left feeling good, and with takeaways, they can implement right away.”
Minnesota Society of CPAs
“Louie did an outstanding job engaging and educating our attendees. They laughed, they learned, and they were inspired!”
Off to Neverland Travel, LLC
Discover your internal Disney.