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Thank you for the two presentations you gave last year. Your approach and presentation design generated such interest with our Field Service Engineers at our annual customer service support conference that we invited you back to our annual meeting in Orlando. You skillfully blended your presentation with small group table discussions, enabling all participants an opportunity to get involved. Your pre-program interviews of ADAC employees and customers really kept the focus on the topics we needed to address. As a recipient of the Malcolm Baldridge National Quality Award, we realize that our efforts to ensure highest quality products and service are never-ending events. Your presentations and real-life examples from your experience at Disney helped us all remember that.

David Lowe, CEO, Chairman of the Board ADAC Laboratories

Comments like, "outstanding", "perfect", and "great" represent the rave reviews Doug's presentation received. Doug's presentation on customer service at the Air Mobility Command Public Affairs conference was positioned at the end of the conference to provide a final motivational note as attendees headed home. He came through with flying colors. His presentation was top notch and I would heartily and without reservation recommend Doug to any organization interested in giving its employees a peek at the dividends of investing in exceptional customer service.

Michael H. Cox, Colonel, United States Air Force

On behalf of the employees and management of the Pebble Beach Resorts, we would like to thank you for "exceeding our expectations". Your Guest Relations program has truly broadened our employees professional understanding and expertise in the field of service and exceeding customer satisfaction. Comments from some of the participants have included: "An excellent presentation!" "I've learned more meaningful material in this presentation than in any other presentation." "I learned many valuable things, I can hardly wait to get started using them." "When is Doug coming back?"

Susan C. Merfeld, Personnel Director The Pebble Beach Resorts

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Books

Speech Topics

The Magic of Exceptional Customer Service

Customer Service/Communication/Motivation

What is the magic of Disney? Doug's Walt Disney University training experience provides fascinating stories, unique insights and invaluable lessons. Learn how certain skills, attitudes and behavior contribute to exceptional performance to build, win and keep market share. He includes an overview of his R.A.Ps. active listening model and his well-known "Life as Tigger" story.

The Changing Face of Today's Customer

Global Business/Diversity

The globe is shrinking, is your business expanding? All companies that expand globally, or provide products to culturally diverse customers domestically, run into problems. Learn what companies such as IBM, Procter & Gamble, Starbucks and Disney discovered (often the hard way) and how you can benefit from those lessons. This session gives real-life examples that support the concept of 'think globally but act locally, and is a must for groups that serve a culturally diverse customer and employee base either domestically or internationally.

Lead the Way, Your Customers and Employees Will Follow

Leadership/Teamwork

Training front line employees to provide great customer service is a fundamental of consistent, outstanding service but it breaks down if leadership doesn't model the desired attitude and behavior. Doug zeroes in on the concept of great leadership = great customer service, then reinforces his concepts with examples of strategies that worked, and some that didn't, from Disney and other organizations.

Even Monkeys Fall From Trees: Learn From Your Mistakes and Embrace Change - Lessons From Disney

Change Management/Innovation/Creativity

Even the best and the brightest make mistakes. However, the ability to deal with setbacks, then bounce back in even stronger form is the hallmark of consistent market leaders. Join Doug as he takes you on a "behind the scenes" tour of the Walt Disney Company to learn about both its successes and how it overcame some spectacular obstacles by challenging the status quo and embracing change.