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!
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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.
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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.
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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.​
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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)
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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.
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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”.
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Don't miss this opportunity to transform your organization's customer relationships and unlock the full potential of hospitality.
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The 5 Essential Laws of Hospitality are:
Law of Connect
Law of Engagement
Law of Trust
Law of Appreciation
Law of Wow
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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?
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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.
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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.
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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.
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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.
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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?
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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.
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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.
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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.
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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?".
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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
Here's the press release for the award that Bob received for speaking at the 2023 IAAPA Expo
Click on the video to see Bob's interview with Sondra Shannon, CEO of Gatemaster Technology. Sondra does a weekly national podcast and invited Bob on her show to talk about "The Art of Hospitality".
Bob is in the studios of the BPAA being interviewed about his Keynote Seminar- The 5 Essential Laws of Hospitality, which he then delivered at The Summit Conference for the BPAA.
Bob was a guest on the national Attraction Pros Podcast where he discussed the importance of combining Hospitality and Service Excellence to create that "rememorable" Customer or Guest Black Tie Service Experience.
Bob's interview with Brian Seitz and David Ross of Restauranttopia-
How many people are in your Marketing/PR staff in your organization?
The Answer? All of them! Find out more in this episode.
Bob's national interview on
Improv is No Joke Podcast with Peter Margaritis
Bob's national interview on the Hospitality one2one Podcast with Chris Bennis- from YourHotelRecruiter.com
Bob Pacanovsky joined “Learning from Smart People” to share his expertise on raising the bar with customer service to create a “Customer Experience.” He brought his knowledge, experience, expertise, and 3 black tuxedos.
This episode of the Amazing Cities and Towns Podcast, Jim Hunt interviews Bob Pacanovsky
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What is a ‘Black Tie’ experience and how does it relate to cities and towns
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The story of being involved in 25 NFL Football Hall of Fame Induction ceremonies in Canton, OH
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And, much more
Bob was asked to write an article for the quarterly OSAP Magazine on what it was like to be a Professional Speaker during the pandemic.
Bob Has Been Featured On:
