Lisa Ford

With her engaging delivery, real-world insights, and personalized approach, Lisa Ford’s keynotes and workshops leave audiences with actionable strategies to enhance customer service, build stronger teams, and drive business success. Whether speaking to Fortune 500 companies or small businesses, Lisa delivers high-impact presentations tailored to each organization’s unique challenges.

Want to bring Lisa Ford’s expertise to your next event? Contact the Mollie Plotkin Group today to book Lisa Ford.

Why Customer Service is NOT Enough

This is a presentation on why customer service alone will not lead to long-term survival. Everyone has read the books, and many businesses have pledged fidelity to their customers, but few have implemented actions that match their attitude. Most efforts are faint-hearted, gimmicky, or off the mark. Today’s organizations must focus on customer satisfaction and retention with renewed energy.

This speech is a combination of content, examples, and motivation. The challenge is to get customers to love your products, services, and people. Lisa relates statistics, strategies, and stories so the audience leaves with skills and the desire to win and keep customers.

Create A Customer Focused Team

Face it–front-line customer service is a tough job. One of the biggest challenges is keeping your team inspired and motivated every day. Learn what works when it comes to inspiring exceptional service and creating loyal customers. Audiences will learn:

• The environment you must create to encourage a strong, involved team.
• Your role in modeling the right behavior and the strategies to maintain the right service attitude.
• How to train a staff that’s emotionally equipped to handle front-line intensity
• What to discuss at team meetings to keep the momentum
• How to manage today’s generation of team members.

Customers as Partners: Build Loyalty and Repeat Business

Customer retention must be a key strategy for your business. Keeping customers means increased profits. This session is about creating partnerships to get customers to love you and to continue to choose you. People will learn why retention is key by determining the cost of losing a customer and finding out why customers leave or love you.

Lisa will share strategies for building partnerships, creating complaint-handling systems, building recovery skills, and using guarantees to add value. Other ideas include how to empower employees and align the entire organization to focus on retention. This session is packed with tools and examples of what companies are doing to keep their customers.

Exceptional Customer Service

Your employees and their customer service skills may be the only thing that differentiates you from the competition. This seminar is for front-line employees who do the daily demanding job of serving more sophisticated and educated customers. The skills of employees must constantly be updated to meet customer’s expectations. Lisa delivers hands-on techniques that employees can use immediately. The content is combined with examples and humor so employees have a chance to laugh and learn.

Audiences will learn how to calm down an angry customer, uncover customer’s needs, recover from a problem the organization created, win the customer back, handle conflicting needs of customers, and keep enthusiasm and an attitude of “customers first” all day.

How to Lead a Team

The competition may be able to copy your products or services, but they cannot copy your team. This session will give you the strategies that will set your team apart from the rest. The ideas covered are: how leaders guide success; what the best organizations do; create trust to gain respect; develop operating agreements to ensure accountability; and get the team to make their own decisions. Lisa will also cover the characteristics of a successful team member and how to reward and recognize each team member to keep the motivation high and the team on track.

Everyday Excellence

The best way to survive in today’s fast-moving and changing workplace is to be better and smarter every day. You must examine what value you add to the organization and your team. This session covers how individuals must make a difference and increase their results daily. People will learn to understand and love change, take risks, and make things happen.

Lisa shares questions to identify what value you add and create an action plan to increase that value. You will also hear how to create your own luck and success as well as maintain an attitude of energy and enthusiasm. Today’s world is one where everyone must accept that we are all “self-employed”.

Change Works

Everyone is aware of the pressures of this fast-changing world. But some people adapt faster and easier to this new environment than others. Learning the right strategies and attitudes can help the individual and organization embrace change successfully.

This speech will help people understand their fears around change, why resistance exists, and how to overcome it. The strategies covered are common sense ones that encourage people to take responsibility and make change work. This presentation will also discuss how to get staff to make needed changes. The goal is for the audience to understand that flexibility and adaptability are key success strategies for the future of their career and the organization.