Speaking


Randi Busse has the ability to make audiences listen, nod, laugh, and connect the dots between their own experiences as customers and the service their employees deliver to their own customers. Her vast experience in the service arena combined with her wit and wisdom (plus a little Long Island attitude!) make Randi a compelling and thought-provoking speaker. The addition of the iconic images of Rant, the “renter” employee, and savvy Rave, who thinks and acts like an owner, create an unforgettable experience.

 

 

Looking for a speaker for your next meeting or conference? Book Randi today!

 

Keynote Topics

Moving Employees From Compliant to Committed: Creating a Culture of Ownership in Your Company

Does the expression, “You can’t get good help these days” come to mind when you think about your own employees? Are you worried about what your employees are doing and saying to customers when you’re away? It’s possible to inspire your employees to think and act like owners of the business without giving them stock or paying them more money. Attend and learn how to:

  • Demonstrate the behaviors you want employees to emulate with customers
  • Ensure your employees know what great service looks like so they can deliver it
  • Help employees connect the dots between their behaviors and the success of the business
  • Hold employees accountable for delivering the customer experience you expect them to deliver

What Customers Want: It’s Not What You Think!

What do customers want? Here’s a hint: It’s not (just) price, quality, timing, taste or color – or any of those attributes of your product or service. It’s the experience you deliver. Learn how to:

  • Identify what your customers want and expect
  • Build a relationship
  • Walk in your customers’ shoes
  • Personalize your customer's experience
  • Deliver the Wow! Factor

Your Customers Are Talking About You: How to Make Sure the Stories They Tell Have Happy Endings

Thanks to social media, you no longer own your brand – your customers do. With the click of a mouse or the tap of a finger, your customer can tell the world about their experience, and strangers will use that information to make decisions about whether to buy from you.  Learn what you need to know about customer service in the post-internet world, including:

  • Just what are your customers saying about you?
  • Is social media scaring away your customers?
  • How do you change the stories your customers are telling?

How to Book the Business in 5 Easy Steps

Are you finding it hard to stand out from your competitors? Are you frustrated by price shoppers? Worried that you aren’t closing enough business? Attend this interactive presentation to learn how to:

  • Differentiate your business from the competition
  • Build trust and rapport quickly
  • Ask questions the right way
  • Make powerful recommendations
  • Overcome objections
  • Book the business

How to Turn Your Customers into Raving Fans

In this presentation, take part in a conversation about the customer experience that employees are providing to their customers and compare it to the customer experience that employees are having when they themselves are customers. Attendees will discover:

  • What Customers Want
  • The Difference Between Customer Service and Customer Loyalty
  • The Role of Social Media in Customer Service
  • What It Means to “Think Like An Owner”
  • Why a Complaint is a Four-Letter Word
  • How To Improve the Stories Your Customers Are Telling
  • What To Do To Inspire Your Customers To Refer You

Turning Rants into Raves: Turn Your Customers On Before They Turn On YOU!

This program is designed to help employees think like owners and learn the skills they need to delight customers. Attend this presentation to learn:

  • What customers want
  • What great customer service looks like
  • Who are your customers
  • How to stop selling and start solving
  • How to to inspire customers to refer you

Enhancing the Patient Experience

This program is designed to help medical and dental staff think like owners and hone the skills they need to delight patients.

Participants will learn:

  • What patients want
  • The difference between patient satisfaction and patient loyalty
  • The intersection between social media and the patient experience
  • Why a complaint is a four-letter word
  • How to inspire your patients to refer you 

How to Turn Your Customers into Brand Advocates

In this highly interactive presentation, Randi Busse will facilitate a dialog about the customer experience that employees are providing to their customers and compare it to the customer experience that employees are having when they themselves are customers.

Attendees will discover:

  • What customers want
  • The difference between customer service and customer loyalty
  • The role of social media in customer service
  • What it means to “think like an owner”
  • Why a complaint is a four-letter word
  • How to improve the stories your customers are telling
  • What to do to inspire your customers to refer you

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