HOT TOPIC 1

Service is a Superpower

Thursday, November 2  |  7:30 – 9:00 a.m.

When an employee asks the question, “What’s in it for me?” the honest and correct response is EVERYTHING.” Your team members deserve to know that an investment OF themselves is an investment IN themselves.

This is not always an easy message to convey and convince your staff that “great service serves the server first.”

Just as he convinced and inspired thousands of cast members at Walt Disney World on their first day, he will illustrate how looking for opportunities to create magic for a customer can transcend their careers and lives.

When a WOW moment in customer service takes place, it doesn’t happen only for the customer – it occurs for both, simultaneously. Inspiring your team to make that connection is the single greatest tool for maintaining a culture of service excellence.

This power talk explores what a WOW moment looks, sounds, and feels like and why delivering them is good for everyone involved.

Every participant will come to understand that every customer interaction is an opportunity; an opportunity to define, not just what they’re willing to do, but what they’re willing to be.

1.5 Continuing Education Hours Applied For: ACHE Qualified Education Hours, Certified Professional Healthcare Quality Hours, Compliance Hours, Nursing Contact Hours, and Risk Management Hours

This session is sponsored by AHA Services, Inc.

 
Meet Louie Gravance
Louie Gravance is often referred to as “the guy that can make the Disney service concepts work outside of Disney.” From 1987 to 2014 Louie enjoyed a distinguished career with Disney theme parks, designing everything from live-entertainment experiences to customer service training programs through the Disney Institute in Orlando Florida.  
 
Following his hugely effective tenure in Orlando, Gravance left Disney to pursue other opportunities and soon amassed even more success working as a consultant, customer service speaker and corporate culture guru. Louie has designed multi-million-dollar service campaigns for companies such as ING Financial, Choice Hotels, Microbac Technologies, Nikon and The American Council of Independent Laboratories.  
 
Gravance has been credited with “literally changing the consciousness of business in America” through his service campaigns and initiatives that have included Bank of America’s “The Bank of America Spirit” campaign - deemed the most successful customer service training initiative in the company’s history.  
 
In 2014, his unique entertainment and training experience was called upon to be part of the opening team of Harry Potter’s Diagon Alley expansion at Universal, Orlando.   
 
At only twelve years old, he began working in California as a stage, film and television actor and would go on to appear in over thirty-five national television commercials. In 1987, Gravance was offered a summer job with one of the entertainment industry’s most successful conglomerates, The Walt Disney Company, beginning as a comic at Disneyland in Anaheim, California and soon thereafter embarking on a nearly three-decade adventure at the Walt Disney World Resort in Orlando, Florida.  
 
 
 

Louie Gravance

Customer Experience Consultant & Former Disney Institute Professor