Bob's new (and first) book is here!
Keynotes & Workshops
All of our programs are customized to fit your needs. The programs can be a Keynote to half-day & full-day trainings
The question I get often asked is- "What do I speak and train on?"
I'm thinking that your organization has some people in it who deliver a consistent, and first-class (or Black Tie) Customer Service Experience.
What I do is help turn every member of the organization into those people.
That's why I'm so passionate when it comes to delivering that first-class (or Black Tie) Customer Service Experience. I have been in your shoes, as the traits of Hospitality and Service Excellence are in my genes. I know what it's like to make your customers feel so wonderful about their experience that they become storytellers for your brand!
Are you tired of being just another organization in your community? Want to stand out and be truly loved by your customers and employees? In this seminar, we'll explore the power of hospitality and service excellence to transform your organization into a customer favorite.
Bob, with over 30 years of entrepreneurial experience in providing top-notch hospitality, will share his proven "Big 4" framework for delivering a Black Tie (or first-class) customer service experience.
What you'll learn:
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Creating a Foundation of Hospitality: Build a welcoming culture where everyone feels valued and appreciated.
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Developing Standards of Excellence: Define your organization's unique brand of service and ensure consistent delivery.
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Enhancing the Experience through IMPACT Points: See your organization through your customers' eyes to identify opportunities for improvement.
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Transforming Customers into Brand Ambassadors: Create unforgettable experiences that inspire your customers to become passionate advocates for your brand.
Discover how to turn ordinary customer interactions into extraordinary experiences that leave a lasting impression. Learn why people may forget good service but never forget exceptional hospitality. By combining these two elements, you'll create a culture where customers can't wait to share their positive experiences with others.
The “Big 4” to Creating More Storytellers
for Your Organization!
The 5 Essential Laws of Hospitality
(to build Loyalty, Retention, and Revenue)
How often does your brand get talked about? When people talk about your organization to others, do they become passionate storytellers, sharing their positive experiences? Customer service is undoubtedly important, but it's not enough.
To truly captivate customers and turn them into brand ambassadors, you need to master the art of hospitality. While customer service brings people in, hospitality is essential as it keeps them coming back. By focusing on the emotional connection and personalized experiences that hospitality offers, you'll create a lasting impression and foster customer loyalty, retention, and revenue growth. And you'll discover these 5 Laws of Hospitality and how to apply them to your business and transform your customers from a “state of satisfaction” to a “state of loyalty”.
Don't miss this opportunity to transform your organization's customer relationships and unlock the full potential of hospitality.
The 5 Essential Laws of Hospitality are:
Law of Connect
Law of Engagement
Law of Trust
Law of Appreciation
Law of Wow
Becoming REMEMORABLE!
New for 2025
Why do some associations (and organizations) effortlessly capture the hearts and minds of their members, while others struggle to stand out in the crowd? What sets these exceptional organizations apart?
In today's competitive landscape, it's no longer enough to simply provide good service. To thrive, organizations must create rememorable experiences that leave a lasting impression. This seminar will equip you with the strategies and tools to elevate your hospitality and service excellence, transforming your organization into a customer-centric powerhouse.
In this seminar, Bob will share his research as he has talked to organizations like yours to learn about their efforts to boost loyalty, engagement, retention, and revenue, and to cultivate more storytellers for their organization. You will discover some of the traits they have in common, like-
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The Power of Rememorable Experiences: Discover how exceptional experiences drive member/customer loyalty, and referrals, and create Brand Ambassadors.
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Building a Culture of Excellence: Learn how to foster an organizational culture that prioritizes hospitality, service excellence, and employee empowerment.
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Balancing Technology with Human Connection: Explore how to leverage technology to enhance member/customer experiences while maintaining the warmth and authenticity of human interaction.
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Measuring and Improving Hospitality: Learn how to focus on the importance of ROR (Return on Relationships) measuring the impact of key soft skills that can help create a stronger ROI for organizations, which leads to growth, innovation, and revenue.
Join us as we delve into the secrets of creating unforgettable and rememorable member/customer experiences. You'll gain valuable insights and practical tools to elevate your brand, foster loyalty, and drive business growth.
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Igniting Selfless Leadership:
A Spark for Organizational Success
Are you ready to transform your leadership style and inspire your team to achieve new heights? Join us for this insightful seminar on Selfless Leadership. Discover the eight essential "sparks" that distinguish true leaders from those who merely manage.
In today's fast-paced business world, traditional leadership models often prioritize authority and power, leaving employees feeling undervalued and overworked. Selfless Leadership offers a refreshing alternative, focusing on empowering and engaging your team. By cultivating these eight key traits, you can create a positive work environment where everyone feels valued, motivated, and inspired to excel.
Whether you're a seasoned leader or just starting your journey, this seminar will provide you with practical strategies and actionable insights to ignite your leadership potential and foster a thriving organizational culture.
Busting Myths on
Employee Recruitment and Retention
Are you ready to move beyond the same old excuses about employee shortages and high turnover rates? It's time to debunk the myths and uncover real strategies for attracting and retaining top talent. In this interactive seminar, we'll dive deep into the common misconceptions surrounding employee recruitment and retention. Just like the popular TV show "MythBusters," we'll put these myths to the test and reveal the truth about:
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Employee Experience: Learn how to create a positive and engaging work environment that fosters loyalty and productivity.
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Workplace Culture: Understand the importance of a strong company culture and how to cultivate one that attracts and retains top talent.
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Hiring, Onboarding, and Training: Discover effective strategies for finding, welcoming, and developing exceptional employees.
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Soft Skills: Explore essential soft skills employees need to succeed in today's workplace and how to develop them.
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Leadership: Learn how effective leadership can drive employee engagement, satisfaction, and retention.
Don’t miss this opportunity to gain valuable insights and practical advice to build a thriving and successful organization. Gain a better understanding of the myths surrounding employee attraction and retention!
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Would YOU do business with YOU?
Becoming your customer- what do you see?
Have you ever put yourself in your customer's shoes? When was the last time you experienced your business from their perspective? This interactive seminar will transform you into a customer, guiding you through the customer journey and highlighting the critical "Impact Points" that shape their experience.
By understanding the little details that can make a big difference, you'll gain valuable insights into how your customers perceive your organization. From the moment they first interact with your brand to the after-sales service they receive, we'll explore how every Impact Point can influence their decision to do business with you.
Key Questions:
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How do your customers perceive your brand?
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What are the most impactful moments in their journey?
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How can you create a memorable and positive customer experience?
By the end of this seminar, you will be able to:
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Identify key areas where your organization can improve the customer experience.
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Develop strategies to create lasting relationships with customers.
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Understand the importance of empathy and perspective-taking in business.
Join us for this engaging and informative seminar to discover how becoming your own customer can transform your business.
However, you need to see it through their eyes first. Then you will be able to answer the question- "Would YOU do business with YOU?".
Companies Pleased to Work With Bob
Customer Experience =
Hospitality + Service Excellence
Bob Pacanovsky has worked with companies on Customer Service Excellence, Workplace/Team Culture, and Hospitality Leadership within the following industries, among others:
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Business to Business
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Healthcare (Patient Satisfaction and Patient Experience)
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Hospitality Industry
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Food Service
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Banking & Financial Services
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Attractions, Entertainment Centers
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Travel & Tourism
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Manufacturing
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Colleges & Universities
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Not-for-Profit, Nonprofit
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Retail
I work with organizations that want to deliver the highest levels of Hospitality and Service Excellence so that they can attract and retain more loyal customers and employees.
How?
By giving them the tools to deliver a Black Tie Experience.
Now, more than ever, we need to deliver the highest levels of customer service and leadership to attract and retain more customers and employees.
BIG NEWS!
Are you looking for a strategy that will create a consistent and memorable customer experience and increase revenue, productivity, and engagement?
Does your organization attract customers with ease, but struggle to retain them?
Through Keynote presentations and Strategic Training workshops,
Bob Pacanovsky works with companies and organizations to assist them in achieving the highest levels of Hospitality and Service Excellence to attract and retain more loyal clients and employees.
How? By giving them the tools to create and deliver a CONSISTENT
Black Tie Experience that EXCEEDS expectations.
With close to 30 years as an entrepreneur in the hospitality and service industries, and managing many employees, Bob is an expert on how to build more loyal customers (Brand Ambassadors) for your organization.
"Being in business for close to 30 years has taught me a lot about serving others, and taking care of customers and staff. It has made me a person who focuses on serving others, showing hospitality, and valuing and appreciating people no matter how they treat you. I created successful companies by doing what some speakers in my industry just talk about. You know, I made a living by delivering outstanding customer service, and the companies that I am working with now as a speaker have done very well because I have shown them ways to deliver that same experience.
That’s why I’m so passionate when it comes to delivering that first-class (or Black Tie) customer service experience. I have been there, as Hospitality and Service Excellence are in my genes. I know what it’s like to make your customers feel so wonderful about their experience that they become storytellers for your brand!
Let me help you and your staff with what I believe is the “lost art” of service. I am sure that there are people in your organization who possess that passion when it comes to serving others. If so, I hope they continue with that passion. What I do is to help turn every member of the organization into those people.
Think about how much loyalty, retention, and revenue your organization would generate if every person were at that level!"
Bob
Bob Pacanovsky has worked with companies, organizations, associations on Customer Service/Experience,
Hospitality Leadership,
Team Culture, and more. Some of the main industries include:
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Business to Business
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Healthcare (Hospitals, Senior Care, Medical Practices)
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Travel & Tourism
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Hospitality Industry
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Attractions/Museums
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Food Service, Retail
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Banking & Financial Services
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Manufacturing
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Colleges/Universities
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Not for Profit Organizations
Proud to be on the cover of this national Industry publication!
Click on the cover for the article
Delivering Hospitality & Service Excellence
His most sought-after programs, these are customized to meet your needs. They focus on how to go "above and beyond" in the areas of Customer Experience, Workplace/Team Culture and Selfless (or Hospitality) Leadership.
Inspirational Keynote
From Fear to Fortitude
This Keynote is one that I have not wanted to give...but I always knew that I had to.
Hear the true and uplifting journey from someone who has faced one of the biggest fears and has taken the steps (and fortitude) to move forward!
Faith Based Seminars & Workshops
Faith is an important part of my life and I have taken the messages that I deliver on my Black Tie Experience seminars and added a faith-based message to them.
How do we serve and treat others as people of faith? Do people know you are a person of faith by your actions, thoughts and words?
Click on any of the Black Tuxedos below to discover our areas of focus:
What Others Have to Say About Bob
Our attendees loved Bob and his message! One attendee said it best: “Totally engaging - loved his entire presentation!” Additionally, he is incredibly easy to work with, timely, and very professional – a meeting planner’s dream! I would highly recommend Bob to other ASBOs across the country and any organization looking for an engaging and thought-provoking keynote speaker.
Lindsay Plath, CMP
“The insights and guidance Bob provided to participants at our annual conference were highly sought and valuable. They raved about the message he provided during his keynote presentation as it invigorated them and reminded them that, ultimately, everything we do is about relationships and service to one another.
Jarrod A. Clabaugh, CAE
President & CEO
Ohio Society of
Association Professionals
We have been a client of Bob’s for over two years and has conducted Service Excellence and Leadership training for our teams. His personalized approach, knowledge of our industry, and training approach have benefitted our company and have helped our team perfect their skills. He has become an integral part of the Divine Events success!
Pam Howatt
CEO/Founder,
Divine Events
We crossed state, city, and county lines in Tennessee and Virginia to host Bob for a joint Hospitality Masterclass. The impact he has had is already evident, as we continually receive comments about how he has been an inspiration to look at customer service in a whole new way. We look forward to working with him in the future!”
Alicia Phelps, Northeast TN Tourism- Executive Director
Companies Pleased to Work With Bob
Trusted by:
Bob's Recent Blogs
