About Brad Worthley
You can also type Brad’s name into any search engine and you will find hundreds of articles and links from all over the world about him and his firm. His client list contains some of the largest corporations in the world such as Bank of America, Key Bank , Bank One, Macys, Nordstrom, McDonalds, Alaska Airlines and Western Union, along with small and medium sized organizations from all different industries. His firm’s mission is to help organizations create service cultures: A place where employees love to work and customers love to do business.
Brad is always the highest rated speaker at any event he presents at and his best known for his signature session titled “Exceeding Customer Expectations” which is also the title of his first book. This session was voted as one of the top four keynotes in the world by the Meeting Professionals International in 2011. Brad was also President of the Mystery Shopping Providers Association in 2002 where he was given the industries highest honor, the Hall of Fame award.
Values:
Integrity – Being true to my word
Authenticity – Being true to who I am
Discipline – Being fully committed
Fun –Business & life with humor
Family – Highest priority with unconditional love
Friends – The energy givers who feed my soul
Mission Statement:
Helping organizations create a service culture: a place where employees love to work and customers love to do business.
Vision Statement:
To be the predominant resource for culture changing methodology and tools throughout the world.
Click here to see a video clip of Brad in action
Click here to download Brad's bio
Click here to download Brad's introduction
BRAD'S PHILOSOPHY
Employees are our greatest natural resource.
"I believe in the principle that praise breeds change. If we can find ways to recognize employees for their behavior, they will naturally seek ways to improve. Positive reinforcement, as a nurturing and growth vehicle in the workplace, brings about great change."
"Many companies have the same products or services, and many have the same prices or offer similar value. The only place left to separate yourself from the competition is the level of service you offer. If you want your business to grow, you must train your employees to exceed customers' expectations. Too often, we assume that employees have the knowledge to perform their tasks. Customer service excellence requires specialized employee training and development."
"When we get angry at a business and decide never to return, it is usually based on our interaction with one person; an employee who treated us with indifference. If we feel angry, we tell 20 people about it. Normally, we don't tell people how bad the employee was, we tell them how bad the company is. If we had neither a good nor bad experience we don't tell anyone. In contrast, if our expectations are exceeded, we tell 20 people about it. Improving customer service is crucial."
