Jake Poore inspires action. But more than just that, he possesses the expertise, practical knowledge and real-world application to teach you how to fish... And that brings real results in your organization.
Jake is a leader in customer service excellence, inspiring countless audiences with his vision for world-class service. He is a thought-leader, an inspiration and a catalyst for change for organizations who want to raise the bar on their customer service.
His excellent training, facilitation, and customer service skills were developed in part over his 18-year career with The Walt Disney Company and with the Franklin-Covey organization. He began his Disney career in 1982 as a research specialist during a time when Disney was expanding into worldwide markets and needed demographics for its many mergers and acquisitions. Jake then spent several years with the Disney University, the internal training arm of Disney, both in Orlando and their Disneyland Paris counterpart pursuing his passion for training and development. In that role he was responsible for teaching corporate philosophy and business practices to the 65,000 Disney Cast Members and helped develop the Service Excellence program for Disney’s leadership teams.
Jake hired, trained and managed a sales team that launched Disney Vacation Club, Disney’s version of timeshare, successfully breaking the negative stereotypes typically associated with sales people and that type of buying experience. He took a three-year hiatus from Disney to run the New York State sales and training region for the Franklin-Covey organization, teaching productivity and sales skills to organizations such as Xerox, Kodak, and Bausch & Lomb.
Recognized for his training talent and sales skills, he rejoined Disney in 1996 to start and lead the consulting practice for the Disney Institute, Disney’s external training arm. Coordinating a team of designers, facilitators and sales people, Jake increased the consulting practice to over one-third of all Disney Institute’s business.
His company, Integrated Loyalty Systems (ILS), is an industry leader in customer service training, leadership excellence and corporate culture development. Under his dynamic leadership, organizations have moved from mediocre to world-class service providers. ILS also specializes in strategy development, cultural transformation, service development, process improvement, the physical architecture of service, and leadership development around the theme of service excellence.
Jake and his team have helped many organizations make successful cultural transformations. In addition, they have contributed to creating customer/patient-centric architectural blueprints.
Jake has a passion for, and expertise in, what it takes to create and maintain a world-class service organization. He has consulted with over 100 top organizations on the subject and has been nationally recognized for his expertise and delivery skills. Jake is a highly sought-after leadership speaker and consultant and is an inspiration to all of his audiences.
SPEECH TOPICS
Hardwiring Your Culture To Your New Employee Onboarding Program
When new employees begin their career within your organization, you want to lay a foundation that will have a profound impact on their future success. The foundation comes in your New Employee Onboarding program, and it shouldn’t be mind-numbing hours of information they “haveta” know but will never remember.
We have done extensive research on the impact of onboarding programs and how employees will support your organization’s or hospital’s service efforts. Whether a new employee will directly contact customers/patients, or provide internal service and support to those who do, your new employee onboarding program has to communicate and model the values that define your hospital’s service culture – literally from “day one.”
New Leader Orientation
Just as you want to inject your culture into new employees, new leaders of your organization need to know and understand your organization’s history, culture, and future plans. We will share what and how to teach new leaders before they begin their careers with your organization or health system.
Reconnecting Current Employees To The Culture
For your more “seasoned” employees, it is important to “reconnect” them to the culture and keep them aligned with the mission. We will share best practices and lessons learned from successful Reconnections programs, and the rewards of reconnecting existing employees back to your culture.
The Art Of Storytelling
Organizations known for providing world-class service are also known for their ability to tell stories and motivate others through storytelling. Most employees do not remember models, concepts and graphs, but when told an engaging story, not only do they understand the concept or message, they can retell the story to others, thus sharing the message and reinforcing the organization’s culture.
Creating Magic Moments
At the Walt Disney Company, we were encouraged to take 5 minutes to create a magical moment for one person once a day. In this workshop, you will learn how something as simple as "take 5" can significantly impact both your customers’ / patients' and employees' experiences in your organization or healthcare system.
Picture Perfect
Paying Attention to What the Customer Hears, Sees, Smells, Touches, and How it Makes Them Feel
Everything in your organization “speaks”… from the dead plants in the lobby, to the employees smoking in front entrance, to a messy desk with confidential files strewn all over it. We explore from the customer’s viewpoint: what they hear, see, smell, and touch... and how all this makes them feel.
Leading And Inspiring Service Excellence
Does your daily walk mirror the way you want to do business? We will look for ways to close that gap and build a plan for you to lead by example. This speech addresses your role as a service leader and how to bring your organization’s Service Culture to life.
Understanding Customer Expectations
Since loyalty comes from truly exceeding expectations, it is critical for each customer group and each service experience to be identified and examined to know what expectations are, so they can be exceeded consistently.
Creating Service Fanatics
Understanding the Difference between Your Job Tasks and Your Role
Naturally, the key to service excellence success lies in the personal involvement of those front-line service providers who are responsible for delivering on the corporate promise. Helping them to move from focusing on their “job tasks” to understanding their “role” in the overall “show” is paramount. Like the story of the stonemason who replied when asked what he was doing, said he was not just laying stones, rather, he was “building a cathedral”. Last, but not least, is the need for accountability. High performance must be encouraged and rewarded, while people displaying undesirable behavior must be held accountable at every level. The goal is to take mediocre, or even sub-par service to the level of excellent service.
Creating Legendary Leaders
In today’s workplace, very few leaders are great at everything when it comes to managing people, places and processes. Learning strategies that have helped experts in a variety of managerial capacities can give you new insights into areas that may need improvement. Some of us are strategic thinkers and some of us do better with implementing tactics. In this program you’ll gain insights into both. Your challenge will be to assess your own talents and strengths to determine how best to incorporate these strategies into your unique situation.
Recruitment & Selection - What Is Your Story?
Recruitment and selection involves thousands of dollars and hundreds of hours spent creating and distributing marketing and branding, interviewing potential employees, and ultimately selecting the best candidates. What would individuals say about your organization after they have gone through the recruitment and selection process - even if they are not chosen for the job?
Leaders will learn the importance of telling your organization’s story during recruitment, not only to impact new employees, but also to impact potential new customers.
Loyalty Is Not The Same As Satisfaction
There are numerous reports on companies’ customer satisfaction ratings and their percentage of “satisfied” customers. The problem with satisfaction ratings is that “satisfied” is not a great indicator of customer intentions. You may be “satisfied” with your dry cleaner, but does that mean you won’t ever try another one? No. Wouldn’t you rather your customers be “highly satisfied” at least? How about fulfilled? How about loyal? If you are loyal to your dry cleaner, you’ll never try another, even if it is half off.
Touchpoint Mapping To Create The Ideal Customer Experience
As a customer, nothing is as frustrating as being passed from one department to another, only to be asked for the same information over and over again. “Didn’t I just give you my address?” The Touchpoint Map is a tool in which you map out each (major) step in the typical customer/patient experience, focusing on handoffs between people and departments. Next, you will look for ways to improve the experience one touchpoint at a time. During this speech, participants will learn to use this tool to create ideal experiences for your customers.
Creating A World-Class Service Culture
Dissect the cultural DNA of corporations known for their world-class service, delivered consistently and virtually seamlessly through the eyes of the customer. Share insights on how they implement such a culture and how those insights can be hardwired to your business as well. We have worked at the Walt Disney Company, analyzed Southwest Airlines, Ritz-Carlton, Nordstrom and others, and will share our insights on the secrets to their service success.
How To Localize Service Delivery
A global service strategy is a useful in aligning all your employees to your culture, but when applying the global strategy to your local hospital, department, or team, some elements may not make much sense – How exactly does the receptionist answer the phone with “Eye contact and a smile”? Leaders will learn both how to and the benefit of localizing your service strategy for each department or work team. Localizing service delivery works well with any global service strategy, including AIDETSM.
TESTIMONIALS
“Jake is the only speaker we’ve had to earn a perfect 5.0 rating from all our members; and we’ve had over 60 presenters at 19 Leadership Development Institutes over the past 5 years.”
- David Crouch, Chief Learning Officer, Blue Ridge Healthcare
“Jake’s knowledge of OUR [organization] is impressive! Really brings information home and relevant!”
- Great Leader Strategies attendee
"There are storytellers who come in, and you think, oh, that's a sad story, but they leave and you say, so what?"
"Jake Poore has the ability to tell a story and get every person who hears it to realize the "so what"-- how I apply that in my role no matter who I am."
- Carmen Kane, Performance Improvement Administrator, Mayo Clinic
“This facilitator is A+! He acts like he wants to be here with us…he is genuine. I like that!”
- World-Class Service workshop attendee
"Your presentation at the conference was GREAT! I really appreciated your honesty and your story telling!"
- Leslie Gibbs, MBA, Director of Student Services Operations, Franklin University
"You rock! It is that simple! Words cannot express how much I appreciate your keynote address. If you are interested, I will give you the list of attendees at the conference. I know many of the attendees would like to engage your services."
-Ron K. Christian, Hershey Systems, Inc.
“I feel convicted again!”
-Sacred Heart Hospital workshop attendee
“A presenter that clearly loves his work.”
-Coaching and Empowerment workshop attendee
“We are continually blown away by Jake’s level of expertise.”
-David Crouch, Chief Learning Officer, Blue Ridge Healthcare
“Personally and professionally, he’s wonderful to talk and work with. He has such a professional style, and his ethics are above reproach. He’s a winner! If we had the opportunity to utilize his talents again, we’d be glad to do so.”
-JoAnn Shaw, Vice President & Chief Learning Officer, BJC Healthcare
