I work with organizations who want to:

Attract Brand Ambassadors

Develop Selfless Leaders

Forge Lasting Impressions

Keynotes & Workshops

Black Tie

Customer Experience

Black Tie

Leadership Experience

Black Tie

Etiquette Experience

All of our programs are customized to fit your needs.  My programs can be a Keynote (45-60 minutes) to a half or full day strategic workshops.

Customer Experience/ Retention/ Loyalty

 

Delivering The Black Tie Customer Experience
 

Our Signature seminar! Discover the “Missing Link” that turns Customer Service transactions into Customer Experience stories! Explore the four principles connected to this missing link to deliver a consistent

Black Tie Customer Experience!

If done correctly, a strategy will develop to turn your customers into both brand ambassadors and loyal, raving fans! This program will help you craft a dynamic customer experience through the following four steps:

  • Build a Foundation (Culture) of Hospitality (Welcome) for customers and guests

  • Develop your Impact Points by first becoming your customer

  • Create YOUR Standards of Excellence to attract and retain employees and customers

  • Transform your Customers into Brand Ambassadors

  • Type of program style-

    • Keynote (45, 60 or 90 minutes)

    • Short term or long term consulting

    • Strategic Planning Sessions- Half-day; Full-Day

  The following four seminars are programs that each focus on one aspect of

  Delivering the Black Tie Customer Experience. They can be customized and combined together to fit your needs.

 

  Develop a Foundation of Hospitality

To separate yourself in today’s competitive marketplace, you need to first create a positive culture and a mindset.  Think of it as the “foundation" of your organization.  If the foundation isn't solid, nothing else can be built upon it...meaning creating loyal and engaged customers and employees.  By creating a solid and strong foundation (culture), you can then concentrate on the power of Hospitality (welcome) to drive engagement, retention, and loyalty and make your organization thrive!

 

We start with words like Values, Function, Purpose, Mission, and Mantra and how they all tie in together to create a solid foundation of hospitality …then move forward from there!  If you want to deliver the Black Tie Customer Experience, it starts with your culture.

  • Type of program style-

    • Keynote, Company or Conference Seminar (45, 60 or 90 minutes);

    • Strategic Planning Sessions-Two Hour; Half day; Full Day

    • Short term or long term consulting

 

 

 

 

  Create YOUR Standards of Excellence

Every successful company has “their way” of creating the experience for their customers.  It is their Standards of Excellence.  What are your "Standards" or “your way” for your organization, and more importantly, do your employees know it, practice it and implement it?

 

This is the next step in our program and helps you focus on creating “your way” of working with your customers and prospects.  And it starts with two concepts-

  1. How to use the power of Hospitality to create your foundation

  2. How to create an impression that LASTS to build upon it. 

                        How You Look

                        How You Act

                        How You Speak

                        What Your Tact is

                        How You Serve

We focus on all of these and help you develop or fine-tune your systems so that everyone knows exactly what is expected of them.

  • Type of program style-

    • Keynote, Company or Conference Seminar (45, 60 or 90 minutes);

    • Strategic Planning Sessions-Two Hour; Half-day; Full Day

    • Short term or long term consulting 

Develop your  “Impact Points”   

What are Impact Points and why are they important? Think of them as impressions of your business and your people. We call them Impact Points because they do just that- make a big impact on whether or not people will do business with you.  In this seminar, we put you in the shoes of your customers.  We want you to become their eyes and ears.  Only then can you have a better appreciation of what your customer sees and thinks about your business. 

  • Type of program style-

    • Keynote, Company or Conference Seminar (45, 60 or 90 minutes);

    • Strategic Planning Sessions-Two Hour; Half-day; Full Day

    • Short term or long term consulting 

 

 

  • Transform your customers into Brand Ambassadors   

You have successfully implemented the first three strategies, now all that is left may be the most challenging. But it is definitely the most rewarding!

 

Loyalty means- Increased revenue, increased retention, increased Brand Ambassadors, and more!  But once you get a customer, how do you move them to the Loyalty stage?

 

We give you six steps to move your customer from satisfied to loyal.  And we give you an extra bonus step on how to work with customers who are unhappy with your services. We show you how to move them from unhappy to RAVING!

  • Type of program style-

    • Keynote, Company or Conference Seminar (45, 60 or 90 minutes);

    • Strategic Planning Sessions-Two Hour; Half-day; Full Day

    • Short term or long term consulting

 

Bob Pacanovsky has worked with companies on customer experience, leadership, and business etiquette within the following industries, among others:

​​

  • Healthcare (Patient Satisfaction and Patient Experience)

  • Business to Business

  • Hospitality Industry

  • Food Service

  • Banking & Financial Services

  • ​​​​Manufacturing

  • Colleges & Universities

  • Not-for-Profit, Nonprofit

  • Retail

Companies Pleased to Work With Bob

2017 MKPL logo
catersource
OSAE
OSCPA_Logo
OAPSE AFSCME
Georgia Highlands
Evan William Bourbon Experience
Destination Cleveland
Akron Cleveland Association Realtors
kent state stark logo
ComDoc
Concept Services
Stow-Glen Retirement Village
akronsummitcvb_newlogo_2013
IX5CYaDL
NOHRC logo
Akron_Children’s_Hospital
Three Hearts Catering
BGSU
Mid-America Restaurant Expo
BizConCle
Apple Growth Partners
Boy Scouts of America
Employers Health
2017 MKPL logo
catersource
OSAE
OSCPA_Logo
OAPSE AFSCME
Georgia Highlands
Evan William Bourbon Experience
Destination Cleveland
Akron Cleveland Association Realtors
kent state stark logo
ComDoc
Concept Services
Stow-Glen Retirement Village
akronsummitcvb_newlogo_2013
IX5CYaDL
NOHRC logo
Akron_Children’s_Hospital
Three Hearts Catering
BGSU
Mid-America Restaurant Expo
BizConCle
Apple Growth Partners
Boy Scouts of America
Employers Health

BOOK BOB NOW!

Bob's Recent Blogs

25 (Lessons Learned) in 25 (Years in Business)

July 6, 2019

Combining "Hi-Tech" with "Hospitality"

May 1, 2019

Perception is 9/10ths of the law

April 5, 2019

What does a Seinfeld episode have to do with customer service?

October 17, 2018

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For Bookings, Contact:

Email: bob@bobpacanovsky.com
Call: (330) 352-6084

Ohio

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