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Keynotes & Workshops

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

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 question I get often asked is- "What do I speak and train on?"

Every organization has some people that deliver a consistent, and top-notch
(or Black Tie) Customer Service Experience.  What I do is turn every member of the organization into those people.  Think about how much loyalty, retention, and revenue your organization would generate if every person would be at that level!


If given the choice, would you rather be considered “ the best”, or the “favorite” when it comes to companies in your city, region, or state?  My choice would be “favorite” and in this seminar, I will tell you why.

What steps are you taking to have your customers and employees think of your organization as “their favorite”? It starts with implementing “The Big 4” to deliver that Black Tie (or first-class) Customer Service Experience. Bob will share these principles that he learned from being an entrepreneur for over twenty-five years on what it takes to provide both hospitality and service excellence in your organization. 

In this Keynote seminar, you will discover how to 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 this happens you create storytellers (or Brand Ambassadors) for your organization who become loyal and engaged with your organization, which ultimately leads to increased revenue.  

The “Big 4” to creating more storytellers
for your organization!
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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 brand they become storytellers for it.  Do they become storytellers because of the customer service you provide?  Maybe.  But you need more.


You need the 5 Essential Laws of Hospitality for your organization.  Providing customer service is necessary as it brings people to your business. Hospitality, however, is essential, as it brings your customers back, increasing your loyalty, retention, and revenue.

You’ll learn why most people forget about ordinary service but always remember the hospitality shown to them.    When this happens, you create your organization's storytellers (or Brand Ambassadors).  They become marketers for you and are the ones who can’t wait to tell others about their experiences with your organization and your people.

This Keynote Seminar focuses on Hospitality- how we make that personal and emotional connection with others to make them feel more valued and appreciated through our interactions with them.  

The 5 Essential Laws of Hospitality are:

Law of Connect

Law of Engagement

Law of Trust

Law of Appreciation 

Law of Wow

Discover the "Missing Link":

25 Ways to Delight Customers with "Black Tie" Hospitality!

What is the Missing Link? The answer is more important than ever, especially as all of us compete to attract and retain the same people—the buyers who want to feel valued and appreciated for the hard-earned money they spend.

The answer to this question helps organizations become “Rememorable” in the eyes of their customers. (Okay, I know that’s not a word, but trust me, it will make sense!) This can lead to growth in three critical areas of your organization: loyalty, retention, and revenue.

The answer doesn’t involve your product, your prices, or your promotions. It does involve strategies that can bring you the most fulfillment, as well as the most challenges. 

The answer is based on Bob’s new book, and in this fast-paced seminar, he will reveal it and give you his ways to show and deliver Hospitality today.

The answer will elevate your organization from a “just fine” level to that world-class (or Black Tie) level.  If you want to stand out from everyone else, you need to know the answer to this question!

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The Sparks needed to be a Selfless Leader

How many leaders do you have in your organization?  I think everyone has the opportunity to lead, as you don’t need to have a business card or title to be a leader.  However, how many people have not been taught to be a leader, or have a degree in Leadership?  It’s not a subject that most people get taught. And in business, we typically train people to be managers, not leaders. If they are taught about Leadership it probably centers around authority and power. So, the people working for “leaders” are tired of being overworked, undervalued, and underappreciated. 

There is another way to lead. It focuses on Selfless Leadership.  There are eight “sparks” (or traits) that are needed to be that Selfless Leader.  When these sparks are in place, teams can become more engaged and empowered to strive for excellence.  While these sparks (or traits) may seem to some as common sense, they are not common practice for some leaders today.  Whether you are a seasoned leader or a new one, these sparks will help ignite the people you work with and lead.

Customer Service 101…

is not always 101 today!


Coming out of the pandemic I had more than one colleague tell me, “Bob, it seems like people have forgotten the basics of Customer Service.”  And while I understand their thoughts, it has been challenging for both organizations and people to take care of the customers with so many other distractions.

However, on the opposite end…people are choosing to spend their money on a product or service, and they want to be taken care of in a timely, friendly manner.

In this seminar, I’ll concentrate on four concepts of what I call part of “Customer Service 101” that I believe we need to review and get back to the basics. Why four?  To keep the seminar focused and simple. Like…

  • Finding the right people

  • Ways to keep the right people

  • Training and onboarding practices

  • Soft skills training on topics like communication, listening, taking ownership, etc.

You will get strategies and action steps to ensure that your organization understands, trains, and implements the Customer Service basics.


Would YOU do business with YOU?

Becoming your customer- what do you see? 

When was the last time you were a customer in your business?  And have your employees ever been that same customer?  If not, how do they know what your customers see, hear, touch, and most importantly FEEL about your organization and the services you provide?  If there ever was a time to think and act like your customer, now would be that time, as they now look at every part of your business.

It’s time to create that first-class or Black Tie Experience for every prospect and customer you come into contact with.  That’s why the “Impact Points” in your organization may now be one of the most important elements in creating this top-notch experience. 

This seminar will transform your attendees into a customer 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 in what they see as a customer or prospect in their organization.  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.    

They will discover the three stages of Impact Points that every customer goes 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.  Then you will be able to answer the question- "Would YOU do business with YOU?".


The gift and lessons of a
Chapter 7 Experience

Yes, you read that correctly. Going through a Chapter 7 experience was a gift for me.  Maybe not at the time, but reflecting on it several years later, it was one of the best lessons that I learned in my business career. 

No one likes to fail, but when we do (not if), it’s how you respond to that failure that will determine if we move forward and learn from it, or move backward and change nothing.

Do I wish that it never would have happened?  Of course not as it’s not fun to go through.  I realized that without it, the dream I had could have still happened, but I would have been a poor leader navigating the progress and being miserable while building it. 

The Chapter 7 Experience was a gift as it opened my eyes to what it means to be a selfless leader and colleague.

The lessons I learned from this experience I still carry with me today and have used them frequently for the five other businesses that I founded since that experience as well as the one I have now. 

You don’t need to own a business however to get these gifts and learn these lessons.  Every day we face on own challenges, whether personally, or professionally and how we respond and react to them, can be the difference between moving forward or staying stuck. 

In this seminar, you will receive these gifts and lessons and how to apply them in both your personal and professional lives.  And you will be better prepared to face whatever is thrown at you along the way.    

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Companies Pleased to Work With Bob

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

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