Creating Your Ultimate Competitive Advantage - As A Stress Free, Fully Engaged, Productive Workplace

Accountability, with engagement, equals profitability. When everyone gets that they are the customer/patient experience, no matter what their function or degree of contact with the client is, they will connect at an accelerated level that will differentiate you from your competition.

• Learn the five levels of engagement, where everyone stacks up in loyalty to their organization and co-workers, and how each level affects the other four.  
• Apply the 3 cornerstones that make up a culture of engagement and understand the main reasons your good employees leave - and how to keep the good ones. 
• Want to adopt the 4 imperatives to ‘K.E.E.P.’ your employees and grow their capabilities?
• Participate by answering “The 5 Question Survey” that identifies the holes in your leadership team that apply to customer/client/patient satisfaction, and that need to be shared with everyone. 
• Learn how to engage, inspire and motivate everyone by bringing out their best attributes and behaviors with the S.A.M. methodology.
• Review the two crucial self-tests on loyalty and retention and one on how to coach and be coach

This fast-paced session will show you how to fully engage, influence, and empower your front-line staff on how to successfully improve the customer experience. When you have total staff engagement, accountability, and creativity go up, and referrals follow. Staff satisfaction, the engagement measure of individual productivity that leads to profitability, increases. There is a direct link between employee satisfaction and customer retention. Accountability, with engagement, equals profitability. 

Participants will learn how to design and implement the single most powerful best practice that will motivate employees to go the extra mile, especially in dealing with customer problems and complaints. They will learn a systematic retention process for engaging 20% of their staff to influence the remaining 80%, called "K.E.E.P." and learn about the 10 attributes of high-performance teams and how to apply them in a step-by-step way. This is about how to achieve a “tipping point” to gain buy-in and ownership from a critical mass of leaders and staff and how to unleash the power of enthusiastic, empowered front-line staff by successfully recruiting and engaging the best-of-your-best staff to teach a custom-designed service excellence workshop. Customer satisfaction and referrals will go up.

What do great managers know that average managers do not when it comes to employee training, retention, and motivation? Experience has shown that implementing a solid employee development process, which includes industry best practices, can drive productivity up by almost 40%, at little cost. Employees work for more than just money, you need to find out the biggest motivator. This is how to engage, inspire, educate, and empower everyone that will bring out their best every day, and at the same time, grow your company, and your reputation as an employer of choice.

Bruce Lee has been educating and inspiring audiences with practical and proven information they can immediately implement into their personal and professional lives and for improved business growth or efficiency. A varied business and leadership background provides him with proven experience that clients can relate to. A solid business background from a good cross-section of the industry includes: 

• Charter Bank branch management, with special projects assigned from time to time of mortgage lending departments and seasonal savings bond drives,
• Manager / Resident Representative for the VISA credit card Division of a legacy Bank, in charge of the entire Province of Alberta 
• Senior marketing representative for a fully integrated Canadian oil and gas company, which included expanding the market share and building retail stations
• Grew an executive recruiting company from three employees to over 20, and set up a remote recruiting office in England 
• Set up, owned, and managed a 24-hour-a-day, 365-days-a-year retail convenience store and gas bar business
• As a hobby organizes and chairs election campaigns at every level of government
• Active in several community associations in a leadership/board member role

He has been providing education keynotes, workshops, and webinars all across North America full-time for the past 27 years. Bruce now follows his passion – working with individuals and organizations to get the results they need to grow their careers and enhance their business success. He shares practical, real-life examples on the most current topics people need, and each presentation includes a variety of complimentary additional resources, articles, and tools to support the content and measure skill levels.

The focus is on improving engagement and team building with the added value of aligning corporate strategy to create high-performance employees. The results are increased productivity for individuals, departments, and organizations; higher profitability; and increased customer and client satisfaction. Above all, the intent of every presentation is to ensure the implementation of the ideas and strategies to move people ahead with a realizable return on their education event investment. Otherwise, why provide the training?

Clients include businesses, Government, education, non-profit associations, and health care. 

In 2016 Bruce published his first book: Why Trust Me? Making Trust Your Competitive Edge.