Keynotes & Workshops

All programs now offered VIRTUALLY

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 =

Hospitality + Service Excellence

 

Using Hospitality to deliver the Black Tie Customer Experience!

Our Signature seminar!

Do you exceed the expectations of your customers so that they become brand ambassadors for your organization? 

 

In this Keynote seminar, you will discover how to identify and implement the Principles of Hospitality and Service Excellence that turn ordinary Customer Service transactions into Black Tie Customer Experiences!  

 

You’ll learn why most people forget about good service, but that they always remember the hospitality that is shown to them.  And when that happens, they become your brand ambassadors who can’t wait to tell others how you have made them feel.

Bob will share the principles that he learned from being an entrepreneur for over twenty years on what it takes to implement both hospitality and service excellence into your organization.  This improves loyalty, productivity, engagement, and ultimately your bottom line. 

If you’re looking for a competitive advantage that will separate you from the rest in your industry, this seminar that is customized to meet your business needs is for you!

  • Type of program style-

    • Keynote (45, 60, or 90 minutes)

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

    • Short term or long term consulting

 Additional seminars on Service Excellence and Hospitality. 

All of these can be customized and combined together to fit your needs.

 

  Workplace/Team Culture

  • Building a Foundation (Culture) of Hospitality (Welcome)

 

Every building must be built first with a solid foundation.  The culture in your organization is your foundation for success and it should be one that is built with Hospitality (welcome) and Service Excellence at its core. How the people in the organization are treated may also be the same way they treat the customers.  You will discover why building blocks like Core Values, Purpose, Vision, and Mantra are critical for the culture of your organization.

  • Type of program style-

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

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

    • Short term or long term consulting

 

 

 

Onboarding & Training Principles

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

Every successful company has consistent “Standards of Excellence” (SOE). It’s “their way” of creating the Customer Experience. Think of these SOE’s as “your Commandments”, ones that are created with input from many and are non-negotiable.

 

In this seminar, you will learn how to develop your SOE’s and then use the 4 I approach to training that Bob has created – Instruction, Involvement, Inspiration, and Implementation. With this training, your SOE’s go from robotic to personalized, purposeful, and passionate.

  • Type of program style-

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

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

    • Short term or long term consulting 

Stepping in the shoes of your customer 

  • Developing your Impact Points to enhance the experience

Do you and your people know what it is like to be a customer for your business?  Have you stepped into the shoes of your customers to see, hear, touch, and feel what your organization is all about? 

 

Everything your organization and your people do make an impact on your customers and prospects. In order to make sure that your organization is thriving, this seminar will take a look at the Impact Points that make up the customer service experience and how to create a customer journey map that will enhance the experience your customers will be receiving from your organization.

  • 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 

 

 

 

Creating Loyalty, Retention, and Engagement

  • Transforming your “just satisfied customers” into “Loyal Brand Ambassadors”

This principle happens when the first three you have just reviewed are in place.  Now it is time to create your Brand Ambassadors so that they will be able to become members of your marketing team, as they start referring and rewarding you with new prospects.  

 

A word of caution…Brand Ambassadors can be challenging to work with because they can be more demanding.  This is exactly what you want, however.  In this seminar, you will learn the steps that are needed to move your customers to this stage and how to keep them there!

  • Type of program style-

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

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

    • Short term or long term consulting

Hospitality Leadership

  • Eight Traits of Hospitality Leadership

 

 

The Gallup study tells us that only 33% of employees are actively engaged today at work.  Morale is low, people are being worked harder and appreciated less and less.  How do we change this mindset within our companies?  It starts with not just leadership, but hospitality leadership. ​

 

In this seminar, we will look at the eight traits of Hospitality Leadership that help us focus on understanding that we are in the people business first, and foremost.  Traits like trust, collaboration, and appreciation, which may seem to many as common sense, are not a part of the common practice for some leaders today.  With these traits in place, everyone can become a stronger and more selfless leader.

  • Type of program style-

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

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

    • Short term or long term consulting

Professional Presence/Business Etiquette

 

  • Your Professional Presence – Myths or Realities

Everything we do makes up our Professional Presence. It’s our Personal and Professional Brand.  What are those “truths” when it comes to Professional Presence?  Are they real or are they just myths?  With the use of interactive software, you will help decide these, as well as learn about the importance and power of first and lasting impressions. 

  • Type of program style-

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

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

    • Short term or long term consulting

 

Bob Pacanovsky has worked with companies on Customer Service Excellence, Workplace/Team Culture, and Hospitality Leadership within the following industries, among others:

​​

  • Business to Business

  • Healthcare (Patient Satisfaction and Patient Experience)

  • Hospitality Industry

  • Food Service

  • Banking & Financial Services

  • Attractions, Entertainment Centers

  • ​​​​Travel & Tourism

  • 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

For Bookings, Contact:

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

Ohio

Connect with Bob

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All Rights Reserved

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