Joan Hebert

Expect to energize the room – then do it!
Your energy is contagious. If you talk in a monotone, look bored with the topic, or look like you really don’t want to be there, the group will feel it. Show energy through your expertise, passion, and excitement for the topic.

eXpect questions – welcome them!
If they don’t ask questions, they probably aren’t hearing the message. Questions help solidify the key points, issues, and create a connection with the audience.

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The Leadership Secrets of Santa Claus

by Joan Hebert, Hebert Performance Training

I wanted to share a wonderful “leadership” book called The Leadership Secrets of Santa Claus by Eric Harvey, David Cottrell, Al Lucia and Mike Hourigan. This is a short book that is quick to read and hits every important concept on how to lead and build better organizations!

The best part of the book is that it’s fun, yet extremely well thought out and comprehensive.

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Training employees is not only a necessity for organizational growth, but it is also a major investment. What is the average cost for one employee to attend training, including their pay, benefits, loss of time from their job, trainer costs, student materials, and travel and expenses? If you think that is staggering, calculate the cost to have a manager attend training.

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The Disney Way!

by Joan Hebert, Hebert Performance Training

After interviewing the manager of course development at the Disney University back a few years ago, I have continued to be a diehard fan of the Disney parks, resorts and “guest” philosophy. Although I discuss many of their insights in my customer service and management programs, I wanted to share some of the key concepts that make Disney so great!

“In this volatile business of ours, we can ill afford to rest on our laurels, even to pause in retrospect. Times and conditions change so rapidly that we must keep our aim constantly focused on the future.”
– Walt Disney

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Most companies see the ultimate value in offering superior customer service, yet many fail to recognize the numerous organizational factors that impact their ability to provide exceptional service. To attain a truly customer-focused organization, a continual assessment of the culture and every process within the organization must be maintained. Following are a list of questions to answer regarding your organization’s ability to “wow” customers.

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