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Barbara Glanz

International Customer Service & Employee Engagement Expert, Catalyst for "Johnny the Bagger", Speaker on 7 continents

Speaker's Fee Range : $10,000 - $20,000
Travels From :   FL

  Topics

Attitude Change Decision Making Empowerment Inspiration Leadership Management Motivation Team Building Customer Service Performance / Pro... Life and Work Bal...

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  Books

  Barbara Glanz Profile

Barbara Glanz, CSP CPAE, works with organizations that want to improve morale, retention, and service and with people who want to rediscover the joy in their work and in their lives. She is the author of twelve bestselling "how-to" books:

•The Simple Truths of Service Inspired by Johnny the Bagger (Co-authored with Ken Blanchard)
•The Simple Truths of Appreciation -- How Each of Us Can Choose to Make a Difference
•180 Ways to Spread Contagious Enthusiasm™
•Priceless Gifts -- Using What God's Given You to Bless Others
•CARE Packages for the Workplace -- Dozens of Little Things You Can Do to Regenerate Spirit at Work
•Handle with CARE -- Motivating and Retaining Employees
•CARE Packages for Your Customers -- An Idea a Week for Customer Service
•CARE Packages for the Home -- Dozens of Ways to Regenerate Spirit Where You Live
•Balancing Acts -- More Than 250 Guiltfree, Creative Ideas to Blend your Work and your Life
•Building Customer Loyalty -- How YOU Can Help Keep Customers Returning
•The Creative Communicator -- 399 Tools to Communicate Commitment Without Boring People to Death!

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Barbara Glanz Profile
Barbara Glanz, CSP CPAE, works with organizations that want to improve morale, retention, and service and with people who want to rediscover the joy in their work and in their lives. She is the author of twelve bestselling "how-to" books:

•The Simple Truths of Service Inspired by Johnny the Bagger (Co-authored with Ken Blanchard)
•The Simple Truths of Appreciation -- How Each of Us Can Choose to Make a Difference
•180 Ways to Spread Contagious Enthusiasm™
•Priceless Gifts -- Using What God's Given You to Bless Others
•CARE Packages for the Workplace -- Dozens of Little Things You Can Do to Regenerate Spirit at Work
•Handle with CARE -- Motivating and Retaining Employees
•CARE Packages for Your Customers -- An Idea a Week for Customer Service
•CARE Packages for the Home -- Dozens of Ways to Regenerate Spirit Where You Live
•Balancing Acts -- More Than 250 Guiltfree, Creative Ideas to Blend your Work and your Life
•Building Customer Loyalty -- How YOU Can Help Keep Customers Returning
•The Creative Communicator -- 399 Tools to Communicate Commitment Without Boring People to Death!

She is known as "the business speaker who speaks to your heart as well as to your head," and she has presented to conferences, associations, and organizations worldwide. Here are some other interesting facts about Barbara:

*Inducted into the Speaker Hall of Fame (CPAE Council of Peers Award for Excellence) in August 2011
*Voted "best keynote presenter you have heard or used" by Meetings & Conventions Magazine, July 2010
*Selected as a "Legend of the Speaking Profession" by the Veteran Speakers, August 2010
*Has presented on all 7 continents and in all 50 states
*One of fewer than 600 Certified Speaking Professionals worldwide
*Has a Master's Degree in Adult Education
*Former Manager of Training and Director of Quality in Training for Kaset International, a 30 year old Times Mirror training company specializing in Customer Service
*Ranked one of the top speakers since 1997 at the Society for Human Resource Management national conference
*Featured on ABC, NBC, CBS, CNN, FOX-TV, PAX-TV, WGN, CNBC, and on radio and in print nationwide.

More than just an exciting speaker, consultant, and author, Barbara has three additional "claims to fame": her great-grandfather laid the cornerstone where the four states come together (Page, Arizona, is named after him); she played the piano on the TV show "Talent Sprouts"; and she directed David Hasselhof of "Knight Rider", "Baywatch" and "America's Got Talent" fame in his first high school play! Barbara lives and breathes her personal motto, "Spreading Contagious Enthusiasm.™"

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  Barbara Glanz Talk Titles

Employee Engagement

Employee Engagement
Spreading Contagious Enthusiasm™: Creating Workplaces of Passion, Purpose & Productivity!
(For Leaders or All Employees)
Current research shows that only about 12 to 15% of American workers are giving their very best to their jobs. 8 to 10% are burned out with no life. However, that leaves 75 – 80% of our workforce who are just doing enough to get by. Just imagine what could happen to the productivity in your workplace if you could inspire those workers to do their very best!

Raise morale, reduce turnover, increase productivity, and have more fun at work – the wonderful news is that all this can occur in your workplace with very little cost. In this presentation you will learn how to create a work environment where people treat one another like valuable human beings with a sense of mission that their work is important and where appreciation and joy are present, no matter how serious the work may be.

Barbara will provide dozens of real-life, creative, low cost, immediately applicable ideas you can implement in your own workplace using the acronym CARE:

C = Creative Communication
A = Atmosphere and Appreciation for All
R = Respect and Reason for Being
E = Empathy and Enthusiasm

She will spread her "contagious enthusiasm" to maximize personal productivity and organizational success, and each participant will leave with a powerful understanding of the difference he or she can make every single day!

Appreciation & Recognition

Appreciation & Recognition
The Simple Truths of Appreciation: How Each of Us Can Choose to Make a Difference
OR
The Simple Truths of Appreciation and Recognition:
Low Cost or No-cost Ideas to Keep Employees Engaged
In these tough economic times of having to do more with less, it is critical to find other ways besides money to keep employees engaged. Sixty-five percent of American workers said they received NO appreciation all last year for the good work they had done, yet the second most important thing people want from their jobs is full appreciation. In this inspiring session Barbara will share ten simple truths of appreciation as well as dozens of creative ways, at little or no cost, to keep employees happy and productive and which they can immediately apply in their work and in their lives. The beauty of appreciation is that we can each give it to anyone we choose for no cost except our awareness and a few moments of our time.

Customer Service

Customer Service
The Simple Truths of Service Inspired by Johnny the Bagger®
Based on an unforgettable story about a young man with Down Syndrome who changed the culture of an entire organization by being creative and giving the customers more than they expected, this program presents ten simple truths of service that will help organizations and individuals become more customer-focused, both internally and externally. In today's highly stressed, competitive workplace, each employee must be committed to creating long-term client relationships, and this presentation will encourage and inspire them to WANT to do this. With her unique combination of content and heart, Barbara will share research, stories, models, and action ideas based on these ten simple truths to encourage each person that he/she can make a difference every single day!

Change

Change
Exhausted, Confused & Ticked Off: Hope for a New Beginning When Change Has Done You In!
Change is rampant in our world today, especially in this depressed economy. Resistance to change is not about the head as much as the heart, less about facts than it is about feelings. Leaders must learn not only to manage the processes of change but also the emotional aspects of dealing with change.

In order for people to move forward, they must learn to let go of the old ways and adjust to new ways of work and life. This session will help leaders guide employees to better understand the change process as well as their feelings in the midst of change. It will include a CONTROL INVENTORY for leaders to use as a strategic, concrete tool to manage change and to help employees gain more control and perform at a higher level in a dynamic work environment.

Other Titles:

Other Titles:
Building Customer Loyalty: How YOU Can Help Keep Customer Returning
Customer care, both internal and external, is the key to survival for organizations today. Not only must organizations acquire new employees and customers, but more importantly, they must keep the old ones. Research shows that it costs at least five times as much to attract a new customer as it does to retain an existing one, and the same is true for good employees. It becomes essential, then, for each individual in an organization, including those in the public sector, to understand the service attributes that create customer and employee loyalty. Participants will learn amazing statistics about why customers leave or speak badly of your organization, models for evaluating every interaction, the four things all customers want, the difference between core service and customer service, and what the research has shown creates loyal customers.

KINDNESS
"Spreading Contagious Enthusiasm™- Creating a Culture of Kindness"
OR
"Is Incivility the New Normal? Creating a Culture of Kindness"
As we become more technologically advanced, busier. and more stressed than ever before, we often don't even notice the opportunities around us every day to be kind. Our workplaces, our cities, and our homes are in desperate need of more simple kindness and caring, and amazingly, research shows that every one act of kindness leads to four more.

Come and learn an acronym for KIND* to awaken you to those chances to make a small difference in someone's day:

K = Kinesthetic
I = Imaginative
N = Neighborly
D = Deliberate

From the CEO to the frontline worker, you will leave with many inspirational, concrete and simple ways to change your culture and your lives to ones of kindness and caring. Not only will it impact your organization's bottom line, but it will also add more purpose and joy to each day of your life and the lives of others with whom you interact.

  Topics

Attitude Change Decision Making Empowerment Inspiration Leadership Management Motivation Team Building Customer Service Performance / Pro... Life and Work Bal...

More topics

  Books

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