Competitive, growth-oriented businesses require multi-faceted leaders who generate profits while improving employee performance and retention. Through real-life examples and thought-provoking discussions, Phil offers executives and managers practical strategies that will transform the way they solve complex leadership issues like:

• establising trust through leadership


• equipping leaders to empower their people


• managing change and maximizing the opportunities change brings


• motivating today's new breed of workforce


• handling conflict and confrontation


• building cohesive, high performance teams

Based on his best-selling book about one special cab driver who embodied the secrets of exceptional customer service, Phillip Van Hooser shows business leaders how applying six techniques to their own enterprises will ensure customer satisfaction and long-term loyalty. These strategies from Willie's Way: 6 Secrets for Wooing, Wowing and Winning Customers and Their Loyalty work for company execituves, managers and frontline staff. Anyone who has direct contact with customers - inside the organization or across the counter - can build profitable, long-term customer relationships using these proven strategies. Learn how to:

• connect immediately with every customer


• design a personalized service solution for each customer's needs


• offer special treatment that creates a lasting, positive impression


• create winning, long lasting relationships with your customers


• turn your customers into repeat buyers who recommend you to their friends