We were honored to have you as a featured speaker at our J.D. Power and Associates-Wall Street Journal Leadership in Customer Service Roundtable in New York City. Your enthusiastic presentation on Nordstrom, along with the insights you shared on the importance of satisfying customers, were most informative. Our audience really enjoyed hearing your perspectives.”
- T.W. Shaver, Senior Partner, J.D. Power and Associates

“Our firm has a strong corporate culture, and your presentation confirmed how that can be a strategic advantage for us. The Nine Management Principles resonated with our audience, who are the front-line providers of service at our firm. Your presentation was timely and fit in well with the overall message of our conference.”
- Kathie Askren, Director, Branch Associate Training and Development, Edward Jones

“You understood our customer issues and were able to provide a framework by which our team could understand the implications for providing outstanding customer service.”
- Pfizer Pharmaceuticals Group

“Your session was informative and relayed the message we wanted to send. Your gave us everything we had hoped for with a speaker of your magnitude while providing the attendees with timely and appropriate advice.”
- Professional Convention Management Association

“As a result of your remarks, employees ‘got it’ with regard to not only the importance of customer service, but that its the million little acts that we engage in daily that accumulate to make up what others see as our customer service.”
- U.S. Centers for Disease Control and Prevention