OPTA_09_18_0247.JPG
SMMC- Keynote -2.jpg

All programs can be delivered for either an in-person, hybrid or virtual event

Keynotes & Workshops

All of our programs are customized to fit your needs.  The programs can be a Keynote to half-day & full-day trainings

Customer Experience =
Hospitality + Service Excellence

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

The 5 Essential Laws of Hospitality 

(to build Loyalty, Retention, and Revenue)

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

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 

 

Becoming your customer-

what do you see? 

Would YOU do business with YOU?

Trust. Comfort. Peace of mind.  Cleanliness. These traits and others are now front and center in the minds of your member.  If there ever was a time to think and act like your members, now would be that time.  Every sense is now heightened for them about your organization, and all of them will be on “high alert” as we are moving out of the pandemic and into a “better normal”.    

That’s why the “Impact Points” in your organization may now be one of the most important elements in creating a top-notch Customer Service Experience. 

What if you could give your members an interactive seminar where we transform them into a Customer or Prospect in their organization and take them on an interactive journey on the life cycle of Impact Points?  One where they get to play an active role on what they see if they were a member or prospect.    We’ll take a deep dive into how these “impact points” affect the way people see your business and the people that work for it.   

 

This seminar gives you the three stages of Impact Points that every member may go through.  And sometimes the impact you make is in the little details that you will be doing for them.  However, you need to see it through their eyes first.  Once you do this, you can know design the experience before, during, and after the sales process. 

  • 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 

pacanovsky_3B.jpg

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

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

To play, press and hold the enter key. To stop, release the enter key.

I would like more information on Bob's services

 

The Four Principles to deliver the

Black Tie Customer Experience!

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

 

 

 

 

 

 

 

 

 

 

 

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 your organization's culture.

  • 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 needed to move your customers to this stage and 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

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 and 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's Recent Blogs