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• Testimonials … • Contact Us … • FAQ … • Site Map … • Glossary …	Ross Shafer "Award Winning Comedian and Customer Service Expert"
	Expertise: Motivation • Comedy • Relationships • Change • Customer Service Fee Range: $15,000 to $20,000 Location: California     Video Ross Shafer is a 6-Time Emmy® Award winning writer, comedian, and television host. He has hosted such network talk and game shows as The Late Show on FOX, The New Match Game on ABC, and Days End on ABC. He wrote and produced the acclaimed comedy album Inside The First Family about the bizarre publicity surrounding the Clinton administration. Ross has also written and produced (14) Human Resource training films on Customer Service, Employee Relations, Sales, and Motivation.

	His books include Nobody Moved Your Cheese! (How to Ignore the Experts and Trust Your Gut) Cook Like A Stud (38 recipes Men can Prepare in the Garage with their own Tools) and The Customer Shouts Back! (due April 2005) Keynotes: Nobody Moved Your Cheese! Hilarious Motivation. Because Ross averages over 100 speeches a year, he is often on the "bill" with best selling authors and speakers. After analyzing these so called "success experts" Ross has concluded that many of them are modern day snake oil salesmen; intent on selling temporary enthusiasm rather than providing usable, bulletproof principles. Ross’ book, Nobody Moved Your Cheese! is a common sense alternative. Ross doesn’t think your cheese can be moved. He is a fierce proponent of taking responsibility for what happens in your life - and being accountable for the outcome. Ross is blunt about this, "Nobody cares more about your life and your career than you do. Nobody has a foolproof solution for you; except you. It’s time we all decided that ‘success is our own fault.’ Start believing in (and using) your unique talents and stop making excuses for your failures." Ross’ own story of going from a small town pet shop manager to an Emmy® Award winning network talk show host is proof that his conclusions come from the application of hard work and experience. Attendees will learn: Taking Responsibility for your Success Guarantees a Long Term Career. Nobody fires "the best." Strive to be the best and your career is rock solid. Too many people are afraid they will get lost in a big organization or that their contributions will go unnoticed. Being the best at your profession eliminates both of those concerns and spotlights your expertise. Companies honor experts with higher pay and greater opportunities. You’re also a "catch" for the competition. The Amazing Powers of Focus & Detail are Cliché and chillingly Accurate. Distraction and sloppiness are a huge factor in career failure. Staying on task and paying attention to the details creates trust and fosters leadership. Companies value reliability and execution. So, mastering these two elements alone can propel your career beyond your wildest dreams. Your Customers Can Accelerate Your Career for You. Performing above and beyond your customer/client expectations is like igniting a neon sign visible companywide. Ross cites examples of how seemingly small gestures have motivated customers to sing the praises of people who’ve helped them. Careers can skyrocket when outsiders champion your efforts. Exploit Other People’s Talents for Their Benefit and You win, too. We can’t possibly think of every brilliant solution on our own. By intimately knowing your team members’ strengths, you can enlist their passions to (a) generate new ideas and spark creativity (b) improve productivity & reduce turnover. And (c) stimulate growth for your own career. Their success is your success. Making a Living is What You Get. Making a Life is What You Give. A healthy life is a sensible balance between work and family. We may collect homes, cars, vacations, and new clothes. But is it the love and encouragement we give others that has lasting value. Ross shows attendees how to create a legacy; not just a net worth. The Customer Shouts Back! After 11 years of writing and producing Human Resource training films, Ross crystallizes his experiences and applies his independent research into this fresh, enlightening and entertaining Keynote speech. Ross can prove that, "Good customer service doesn’t guarantee customer loyalty." Rather, the only agent for genuine growth is learning how to listen to your customer/client feedback (translation: complaints). Too many business people are blinded by imaginary sales goals, mission statements, and corporate "vision." The only reason any of us keep getting a paycheck is because we are lucky enough to be selling a product or service people want. For now. Our customer’s needs and desires are constantly changing. Smart people need to put their personal agendas on hold and react to these demand shifts before their market share and sales start to slip. Even in a Globally-detached economy, business people who literally have their ear-to-their-customers-ground can thrive; while those who ignore them will quickly say good-bye to their business. In this program, attendees will learn: What Killed Customer Service? There are several elements to blame; the evolution of the shopping mall, the suburbanization of America, acceleration of mergers and acquisitions, a changing workforce "personality," and a globally-detached economy. What do our Customers & Clients really want? Using published data and unsolicited customer research, (no polling or secret shopping) Ross and his team analyzed over 1,500 complaints to reveal the top (7) business killers. You will be shocked to know (a) what your customers expect from you (b) how your customers perceive you compared to how you see yourself and (c) what makes them loyal to your brand. How to Reverse Customer Erosion and create Lifetime Customers. By confronting the reality of your current business, both internally and externally, you can create and learn how to reward a culture that focuses on the "experience" of doing business with your organization rather than having to compete on price alone. Death to many companies is becoming a commodity; not a differentiator of their goods and services. Commodity companies are forced to compete on price. "Experience-Centered" companies are able to charge premium prices while creating brand loyalty. NOTE: This program is also available as a ½ day Seminar The Ultimate MC (Panel Moderating, Corp. Game Shows, Corp. Talk Shows) Because Ross is a trained talk and game show host; who has hosted over 1,000 network broadcasts, he is the perfect choice for moderating your executive panel discussions and complicated award banquets. Ross will keep the programs lively and on task; drawing on his lightning quick wit and experience in every possible situation. Ross is also adept at handling back-to-back break out sessions that feature a myriad of presenters that include such luminaries as Jack Welch, James Carville, Larry Bossidy, Tom Peters, Archbishop Desmond Tutu, to name a few. Since many high profile presenters are more comfortable dealing with a "pro," Ross is able to get the most out of the introduction and Q & A…and doesn’t shy away from the tough questions your people want answers to (but may be too intimidated to ask). Finally, Ross has found great success in hosting custom game and talk shows. Not only do these formats lend themselves to imparting important information about your company in a fun way, participation of the whole audience is easily employed. Let us show you how to create a custom "TV" show for you. Client Testimonials: “Absolutely superb – dynamic and entertaining. The audience couldn't stop laughing. Thanks again for making our program such a hit.” -- Leland Lowe – Intl. Council of Shopping Centers “You were funny the first three times we hired you and even funnier the fourth!” -- Ed Poplawksi – Costco Wholesale – Chamberlain Assoc.
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