- Expert on customer service
- Teaches “showmanship” in the workplace
- Developed “Navigating a Culture Shift” at Bank of America
Travels from Orlando, Florida
Keynote Fee: Contact Forte Speakers
With a 15 year tenure at The Walt Disney Company in Orlando, Florida, Louie Gravance knows the benefits of having a happy workforce, and how it can influence customer service. Beginning with the “Traditions” training and orientation program at The Disney University, Louie designed, developed, and delivered countless presentations to Disney World employees from all disciplines, as well as to visiting corporate clients through the Disney Institute Professional Development Programs. He also traveled North America on behalf of Disney, teaching showmanship in the workplace to companies like Mutual of Omaha and BMW of Canada. Concurrently, he led, trained, and performed with the improvisational comedy show “Streetmosphere” at the Disney/MGM Studios from the first year of its inception in 1989. It is now the longest running show of its kind in theme park history.
Most recently, Gravance worked with Bank of America, navigating what he calls a “culture shift”, which Money magazine credits with “making the banking experience more pleasurable with changes that have improved customer satisfaction”. This was done through an initiative Gravance introduced to high-level executives and employees entitled, “The Bank of America Spirit”.
A native Californian, Gravance began a show business career at the age of 12. He spent the next two decades in Los Angeles appearing in stage shows, sitcoms, motion pictures and over 35 national television commercials. He now lives in Florida.
HOW TO CREATE THE HAPPIEST WORKPLACE ON EARTH
Ever wonder how a company like Disney maintains “Service Excellence” on a daily basis? I am often asked, “How does Disney manage to have such happy employees?” Discover some of the techniques and themes used to train and motivate thousands of Disney “cast members” annually. These are universal concepts that can be applied to your organization.
Based on over ten years of experience as a Disney Traditions “Professor,” this talk is particularly aimed at keeping every employee “Emotionally Connected” to their purpose. You will see the power of GOAL FUSION between you and every member of your team. Either “backstage or onstage performers” from such hardworking areas as call centers, sales, health care professionals, custodians and housekeepers must understand their link to the goals and objectives of their employer. This presentation stresses the alliance between employees both seen and unseen. This talk is often utilized by organizations that ask the very most of their service employees whose rewards are not always obvious in the short term.
THERE’S NO BUSINESS BUT SHOW BUSINESS!
ALL organizations, whether they’re aware of it or not, are constantly engaging their internal and external customers in a narrative of sorts. Regardless of what anyone is selling or providing, a they convey a story through every single transaction. This narrative drives everything from customer expectations to employee satisfaction to even your very brand essence.
Let’s get you and your employees telling the same stories. Everything speaks. Whether you’re a food service professional or a pediatrician, virtually every vocation requires a “performance technique.” Any business, like any venture of showmanship must ask:
WHAT DO WE LOOK LIKE?
WHAT DO WE SOUND LIKE?
WHAT DO WE FEEL LIKE?
For over 30 years Louis appeared on radio, network television, film, stage, and in theme parks. In addition, he worked with corporate trainers in medicine, retail, foods, manufacturing, auto makers, insurance companies to name just a few. They are all the same business. Many people in the workforce ultimately ask themselves, “What’s in it for me?” This talk stresses that in the workplace, as in life, Investing in yourself is the same as investing in yourself! Every service transaction is an opportunity to create a “Magic Moment” for both customer and employee.
TELL YOUR EMPLOYEES WHAT THEY NEED TO KNOW –NOT WHAT THE POWER POINT SAYS!
This is a very interactive workshop that helps introduce storytelling and self-investment in training. Due to the advances in technology and the demands and regulations of the average workplace, we are creating a generation of trainers that can’t get through a day without the aid of a slide presentation. In fact, let’s be honest, many follow the slides to keep them on message. Fine training is emotionally driven as well as data driven. These full and half-day sessions get people up on their feet expressing themselves in a new way.
Louis will customize a day that will include humor, storytelling, improvisation and techniques for sounding as if you’re giving every presentation for the first time instead of the hundredth.
“Thank you for providing an inspiring and entertaining evening for our Fisher Scientific Customer Service management team! My week-long meeting wrapped up today and I wanted to share some great feedback with you. Principles you highlighted made a profound impact on several members of my team. Your stories were funny, entertaining, and correlated very well to our exciting initiatives for 2004. Again, thank you!” Angela Blackburn, Fisher Scientific
“You had me in the palm of your hand… I was enthralled by your presentation… I was inspired, and I learned a few things I can apply right here in Columbia S.C.” Beverly Shelley, SC Dept of Parks, Recreation & Tourism
“You have the remarkable and uncommon ability to use your natural skills in humor and drama to clearly convey the more serious parts of your presentation. You entertained us, but you also used the fact that you’d gotten our attention to drive home key concepts in your presentation. That’s a rare skill-you were astonishingly good!” Elizabeth Lane Lawley PhD, Rochester Institute of Technology
“Louie is an extraordinarily gifted individual who has the capacity to touch the minds and hearts of a room full of skeptical individuals and change their mindsets in one hour and twenty minutes! WHAT A FEAT!” Kathy Pagliughi, Regional Director of Stores, Kids “R” Us
“We were so impressed with Louie’s presentation and its relevance to our own customer service…our nearly 1800 customer service associates were treated to a lively, humorous, and uplifting presentation.” Kim Harm, Executive Vice President Customer Service Operations, Mutual of Omaha Co