BUSINESS, MANAGEMENT & LEARNING SOLUTIONS BUSINESS TURNAROUND TALENT & PERFORMANCE DEVELOPMENT QUALITY MANAGEMENT CUSTOMER SERVICE Innovative Strategies...Visionary Methodology...Award-winning results! Services ESSENTIAL DIRECTIONS proudly offers a diverse array of services keenly focused on the trends and demands of our target market. "You Were Shopped!" - Mystery Shopping & Customer Service Consulting Our newest, value-added service for identifying and improving poor customer service! America's consumers have spoken - poor customer service is UNACCEPTABLE! In the last five years, reports have surfaced from national watchdog organizations and respected consumer agencies of a serious decline in the desire to provide quality service and positive customer relations. We couldn't agree more, and have experienced it personally way too often (especially this past Christmas shopping season). One day after another less-than-stellar retail experience, I said to my wife, "This is ridiculous - I'm not paying for such service and these store managers are going to hear about it." Tanya looked back and without a moment's hesitation, "You idea [mystery shopping] might just be the answer - let's start up a division of Essential Directions geared to customer service"...and so we did. We realize most major retailers employ an in-house staff training department - we've been through several of such programs over the years - but it's painfully obvious SOMEONE ISN'T PAYING ATTENTION or DOESN'T CARE. In these lean economic times, not giving EVERY customer the BEST service experience of their life EVERY DAY is cutting your business' proverbial throat. A major car dealership in SE Virginia spends around $100K each year in customer complaint adjustments, ensuring customers are VERY happy - service dept. complaints, new car issues, whatever. All issues ARE resolved however the customer desires; as a result they sell more trucks than any other same-brand dealership in the country and are in the top 3 new car sales in the country. Customers drive past as many as five other same-brand dealersips to buy from them, some from over 100 miles away across state lines. THAT'S a testament to serious customer service investment (we know this intimate fiancial detail because we were part of some of that customer service excellence and are close friends with the dealership's VP of Customer Service). They make their customers feel like their most important persons on the planet - and yield unspeakable profits from repeat sales as a result. After how many times of losing valuable business to that 100 miles-way merchant would your store start suffering? Every lost customer is potenially serious...WE CAN HELP YOUR BUSINESS SUCCEED! HOW? * Randomly shopping your store - seeing what's really going on! (Don't count on your corporate QA program! It's YOUR business unit!) * Providing a detailed report of your staff in action * Also including suggestions on marketing, merchandising and pricing strategies, if desired * Providing interactive, innovative and highly-successful staff re-training on how to create "RAVING FANS" (highly loyal customers) * Continuously monitor your staff on a regularly random basis - "People do what you INSPECT, not what you EXPECT!" YOU WERE SHOPPED is a valuable tool for your business!. Why should you choose us? * We're experienced, accomplished business management professionals * We've been delivering AWARD-WINNING excellence in customer service ourselves for over 70 combined years! * We've been coaching excellence in customer service for nearly 30 years * We've learned from industry gurus such as Ken Blanchard, Tom Peters and Tom Hopkins * We employ only seasoned people with extensive customer service experience * We're an affordable alternative to other similar local & national companies * We offer clients our a satisfaction guarantee! YOU WERE SHOPPED is already handing out notification cards to unsuspecting merchants - YOU could be next. We would appreciate the opportunity to be your customer service improvement consulting resource! For more details and information, CLICK HERE Operational Excellence, Talent & Performance Improvement and Outsourced Learning With most companies scaling back or outrightly eliminating internal training departments, ESSENTIAL DIRECTIONS picks up the baton. We utilize today's foremost professional business and industry resources for creating our cutting-edge communication & leadership presentations fused into our own brand of high-enregy programs from techniques and philosophies of renown autors like Ken Blanchard, Zig Ziglar, Tom Peters, Top Hopkins, Tony Robbins and others. Our sessions and seminars are famous for high-energy, audience interaction, information retention and delightful humor. Also, our seminar evaluations consistenly reflect positive feedback and genuine appreciation. How can we assist you? The choice is yours! * Select a topic from our extensive library * Request a custom, client-specific instructional design * Present from one of your existing corporate programs or instructional materials * An integration of any or all of the above Taking your firm or organization to a higher level creates the unlimited potential for increased success (and profits). A Gap Analysis will assess your current mechanisms and target aggressive enhancement tactics - a crucial step for the future. We can create Admin, OPS, HR, Training, AR/AP and other Critical Success Factor policies & procedures, operational manuals, training programs, forms, etc. Growth Enginnering requires optimum efficiency - another CSF step closer to fruition. Developing good associates into terrific performers requires a resourceful and innovative process. Grooming good employees into effective management personnel is a key to any business' success. We can integrate Key Performance Indicators, Human Performance Technology and Learning Managment Systems for maximizing team-building, motivation, employee engagement and overall performance improvement. A local company is more likely to be keenly knowledgeable of your business, club or organization's market, philosophy, mission and direction...and most likely will be more economical than similar national firms, predominantly with minimal travel expense. Statistics indicate employees tend to dread the typically dull & droll informational and motivational sessions(and creatively find excuses to escape attending them). Your choice needs to be the right fit - an exciting program will fuel desire to attend future presentations. Communication, leadership, motivational and development programs go beyond merely enhancing one's skills - it's about shoring and solidifying the inner foundation of each person as well as creating bonds between associates which meld into successful teams. Effective interpersonal communication is the foundation on which success is built, regardelss of being a local or global entity. Our presentations are designed to enhance, enlighten, entertain and educate. We call it "Mission E4". ESSENTIAL DIRECTIONS is the right development and motivational partner. We specialize in a wide range of topics - customer service, public speaking, personalities, motivation, management and MORE. Why should you choose us? * We're diversely experienced, award-winning management & training professionals * We employ an energetic, creative and innovative presentation style * We use an extensive library of cutting-edge programs * We can develop client-specific instructional designs * We can integrate with existing curricula or designs * We're an affordable alternative to other similar companies ESSENTIAL DIRECTIONS is a member of the Society for Human Resource Management and the American Society of Training & Development, the international organizations of personnel & training professionals. We would appreciate the opportunity to conduct your next motivational, communication or leadership presentation. Ask about our "Trial Run" initial 30-minute introductory session! To view a list of our most popular topics, click the "Programs" button or CLICK HERE Business Consulting & Coaching - "Turnaround Champions" Working with businesses and organizations in a consulting capacity is just another value-added service of ESSENTIAL DIRECTIONS. From our diverse combined seventy-plus years in the workplaces of governmental, corporate and community service, we can provide world-class, first-hand, professional advice. From workplace enhancement to customer connectivity and process improvement we can provide a program designed to bolster your company's success - we're business turnaround specialists for small to medium-sized businesses. In fact, many of our topical presentations are directly related to and often derive from our consulting assignments. Businesses desiring (or experiencing) exponetial growth are typically seeking outsourced, objective advice for optimal strategies as well as a barometer for staff surveys. Economic fluctuation is the new plague affecting small and large firms nationwide - restructuring/re-engineering is the key to staying alive! We know the local market, we can provide the right information. Why should you choose us? Extensive, award-winning first-hand experience integrated with strategic alliances of fellow professionals in the fields of * Administrative, Operations, Human Resources Management * Occupational Education & Development - Staff & Executives * Organizational Assessment, Restructuring & Strategic Planning * Customer Service & Client Retention (Now an entirely new division!) * Advertising Audits & Customer Satisfaction Surveys * Effective Time Mangement * Policies & Procedures Assessment and Development * Facility Security & Risk Assessment * Testifying at Legal Proceedings * Customer-to-Business Mediation * and MORE ESSENTIAL DIRECTIONS is a member of the Association of Independent Consultants, the international organization assuring you're dealing with consulting professionals. We would appreciate the opportunity to be your next business consultant. Personal Coaching High school and college are designed to prepare our young adults for their future, but the sad truth is many people haven't learned the basic tools and critical mechanics of post-education living, loving and working. Young professionals and families struggle with personal finances (the primary root of domestic unhappiness), credit & debt management, coping with relationship difficulties and today's everpresent employment issues. Small-to-medium sized business owners find themselves at an impasse with employee relations, unexpected growth issues and effectively managing time, resources and finances. Essential Directions can provide solid success strategies based upon your particular situation and proven solutions. No miracle cures, no piping sunshine through the clouds, no pot o' gold at the end of the rainbow...just good advice based on objective research, surveys and observations from our years of experience. One area of special expertise we share is downsizing & lay-off transitioning. If you've never lost your job, you've been blessed - but for millions of Americans, it's become a recurring threat or event. Tanya & I were both downsized within eight months of each other (hers coming only weeks before our wedding). We know the right and wrong options - we know the essential directions to re-climb the success ladder! Why should you choose us? * Extensive personal experience * Demonstrated award-winning business & financial acumen * Proven managerial and leadership success strategies * Additionally available professional & family resources * We're an affordable alternative to other similar companies ESSENTIAL DIRECTIONS is more than communication & leadership, we're life and business-experienced professionals. We'd appreciate the opportunity to help you with life. Speakers Bureau As a value-added feature, we recently revamped our montly articles section, now renamed THE COMPASS. News to use every day covering life, health, family, management and other topics of interest. Some articles are excerpts from segments of our programs & presentation content, others are a compilation of various industry sources and our experiences. Plus, we throw in a section of light humor to make your day brighter. Enjoy. We always welcome your comments & feedback! For this month's articles, please click the "Articles" button. Obtaining a competent, articulate and entertaining speaker should never be left to chance. Today, many people promoting themselves as guest speakers (including well-known local professionals and national celebrities) really aren't capable speakers. Although they're well-liked and very knowledgeable, more often than not they fail to connect with their audience. One of our key ingredients is keenly adapting content in consideration of ethnicity, religion, gender, target audience and general philosophies which reduces the potential for offending or distancing even a minute percentage of listeners. General George S. Patton, the brilliant field strategist of WW2, was a prime example of an eloquent but notoriously reckless speaker. A meeting or conference planner should be comfortably cognizant of the desired speaker's abilities and experience prior to signing them - the success of the event can hinge critically on the acceptance and appeal of the guest speaker! ESSENTIAL DIRECTIONS can take the sting out of worrying about finding the right persons(s) for the event. Why should you choose us? * We're experienced, accomplished, Distinguished Toastmasters * We research our audience and temper the content accordingly * We employ a highly energetic delivery interlaced with tasteful humor * We can arrange for integral appearances by celebrity look-alikes * We're an affordable alternative to other similar companies ESSENTIAL DIRECTIONS is a member of Toastsmasters International and National Speakers Association of VA & NY, both renown organizations dedicated to professional public speaking. We would appreicate the opportunity to be your next guest or topical speaker. If you'd like to see us in action, contact us for a scheduled event in your vicinity! The names "Toastmasters International", "Toastmasters" and the Toastmasters International emblem are registered trademarks protected in the U.S., Canada and other countries where Toastmasters Clubs exists. Unauthorized use is prohibited. 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