"Add our applause for your excellent presentations. Your effort and research brought our Operators pertinent information...they left encouraged and armed with ideas. Outstanding performance. Thank you!"

Phil Orazi
Director of Trng & Dev.
Chick-fil-A, Inc.

  
 

"Your contributions were very effective in our journey to becoming a High Performance Organization in a global marketplace. The training you offered in the areas of teamwork, leadership, problem solving, trust, decision making, effective communications, conflict resolution, goal setting and dealing with change was very effective and received very high ratings."

David Channell
Human Resources Manager
Wright Medical Technology

  
 

"Mark, thanks for the outstanding presentation and leadership. Your training on employee retention, leadership and service skills were exceptionally valuable. Furthermore, we appreciate your personal follow-up -- you've kept us focused on what's important to make company-wide changes that we didn't think were possible!"

Barby Pohl
Vice President
Great Southern Bank

  
 

"Thank you so much for your outstanding contribution to the Missouri Bankers Association academy. I have never seen such wonderful and positive evaluation forms. Your presentation skills and message were wonderful. You made me look good."

Christie Schulte
Director
Missouri Bankers Association

  
 

"Thank you for your work with our division the last three years. Your high quality sessions on service, teamwork, leadership and communication have been crucial in attaining our mission and goals."

Rick Crumley
Director of Merchandise
Silver Dollar City

  
 

"Mark's manner of teaching is so unique that not only do you retain the information, you find yourself using it in everyday work and family life. I still remember his first seminar's message over 6 years ago!"

Sandy Hamby
Customer Service Manager
Tracker Marine

  
 

"Thank you for the excellent work you did. Your presentations on communication, teamwork and service have formed the foundation for the behavior that we want all our 200 employees to exhibit!"

Mike Harris
Human Resources
Grand Village Shops

  
 

"Applying these ideas can lead to a positive workplace where best employees thrive. I know my company's work culture and employee satisfaction have improved as we have applied more of Mark's People Keeper methods!"

Brian Hammons
Hammons Products Co.
President

  
 

"Mark, your message was right on target. It combined on two things we needed: instruction and humor. I know personally that my staff members are still talking about your presentation."

Karan Ashlock
Missouri Land Title Association

  
 

"Mark's powerful concepts and simple applications are guaranteed to change your culture forever. I know, it did ours."

Tracy Hinckle
Director of Training
Bess Eaton Donut Flour Co.

  
 

"Mark Holmes is the best facilitator trainer I have seen."

Judy Westrich
Trainer
Bass Pro Shops

  
 

"The franchisees that you spoke to were energized by your words. You left our franchisees with some tools that they can use immediately in their businesses. You exceeded our expectations. I look forward to a repeat performance in the future."

Mark Vanase
Market Manager
ServiceMaster (Clean)

  
 

"Thank you for the excellent presentation! Your training was very inspiring and motivating...while adding a twist of humor."

Kelley Evans
Admin. Manager
Deloite & Touche

  
 
 
Another Best-Seller by Mark Holmes: "Wooing Customers Back - How To Give Great Service and Increase Your Own Success"

  
 


Improving Motivation, Performance, & Retention with Employees & Customers


Welcome!

Consultant Board Inc.'s management training, consulting and coaching is designed to help your company improve performance with customers and employees. If any of your challenges relate to employee retention, customer service, teamwork, morale, leadership or communication, you're in the right place.

Since 1986 we've helped thousands of professionals, managers, executives and business owners in over 20 industries increase employee job satisfaction and morale levels, teamwork, leadership, communication and customer service. Areas which are critical to any organization's success and ability to achieve ambitious goals.

You can use our Performance Excellence Assessment Tool (questions below) to assess how well your company is performing at:

If you're limited on time, you can print this tool and think about the questions later. You can even use these questions in a meeting - - to stimulate new ideas and make improvements.

If you'd like to speak with us about your goals and needs, email the brief form at the end of this questionnaire, call us at 800-841-8540, or tell us what you'd like some possible help with and fax it to 888-812-9631.

"Performance Excellence Assessment Tool"

How's Your Company Really Doing In These 5 "Key" Areas?

1. Customer Satisfaction
  • Are You Building a "Service Excellence" Culture at All Levels?
  • Are Valid Measurement Methodologies In Place For Ongoing Improvement?
  • Have You Created or Acquired The Right Training For Employees?
  • Do Employees Handle Difficult Customers or Customer Complaints Excellently?
  • Are There Adequate Rewards and Incentives For Excellent Performance?
  • Do You Have A Set Of Specific and Clear Standards of Service?
  • Do Your Employees Know What Those Standards Are? Are They Rewarded and Held Accountable To Those Standards?
  • Do Your Customers Get The Type of Experience Where They Prefer Your Company Over All Others?
  • Does Your Service Create Positive Word-of-Mouth Advertising and Referrals?
  • Are You Getting The Repeat Sales You'd Like?
  • How Would You Like Customer Satisfaction Levels To Improve?
2. Teamwork and Cross-Functional Teamwork
  • How Is Teamwork Within Teams? Between Functions or Departments?
  • Is Communication Effective Between And Within Teams?
  • Does The Teamwork Noticeably Benefit Your Customers?
  • Are Conflicts Resolved Effectively?
  • Are Employees Actively Bringing "The Walls" Down?
  • Are Employees Team Players? Are Managers Team Players?
  • Are Managers Effective At Motivating Team Performance?
  • How Well Do Managers Lead A Team Through Change or Difficult Challenges?
  • Does Your Teamwork and Communication Operate By A Set Of Clear Standards?
  • How Would You Like Teamwork or Cross-Functional Teamwork To Improve?
3. Strategic Planning
  • Is Your Current Strategic Planning As Effective As It Could Be?
  • Have You Made Planning Strategic and Cultural?
  • Do You Have A Planning Process That Doesn't Overtax The Resources?
  • Have You Utilized Any Organizational Needs Assessment Tools In Your Plans?
  • Are You Planning For External Market Growth?
  • Are You Planning for Strengthening or Acquiring Internal Core Competencies?
  • Does Planning Involve Non-Management Employees?
  • You Spend Adequate Time Planning?
  • Strategic Planning Involves Department Heads, Supervisors, Team Leaders, etc.?
  • Are The Proper Resources Committed To Planning?
  • Are You Good At Implementing The Plans You've Made?
  • How Would You Like Strategic Planning To Improve?
4. Leadership and Communication
  • How Do Your Employees Feel About Current Leadership Effectiveness?
  • How Willing and Committed Are Employees To Follow Leaders?
  • Are Your Managers Leading From The "Heart" Not Just The Head?
  • Are Your Managers Effective Communicators?
  • Do Employees Feel Like They Are Communicated With Adequately?
  • How Well Do Managers Listen To Employees?
  • Are Managers Praising Employees Like They Should?
  • How Do Employees Rate The Amount Of Caring and Respect They Receive?
  • Are Managers Handling Correction and Discipline Correctly?
  • Do Managers Use Performance Appraisals As Motivating Change Tools?
  • Do Managers Know How To Positively Lead A Team Through Change?
  • Do Employees Know The Mission and Goals?
  • Do Managers Know The Mission and Goals?
  • Have Employees Been Taught The Importance of Their Role In The Mission?
  • Do Management Styles Need Renewal?
  • What Levels of Leadership Are Strongest? Weakest?
  • Are Leaders Adequate Motivators?
  • How Do You Want Leadership To Improve?
  • How Do You Want Communications To Improve?
5. Employee Retention and Morale
  • Are Your Employees Happy?
  • How Strongly Do Employees Rate Their Work? Their Workplace?
  • Do Managers Have Positive Relationships With Employees?
  • What's Morale Like?
  • Is Turnover Higher Than You'd Like? Getting Better or Worse In The Last 2 Years?
  • How Many Employees Do You Get As A Result of Current Employee Referrals?
  • Are Employees Sufficiently Challenged and Fulfilled In Their Jobs?
  • What Is Your Company Offering To Enhance Job Satisfaction?
  • What Does Your Company Do To Offer Flexible Work Scheduling or More Employee Control Over Work Schedules?
  • Is Your Work Atmosphere Positive and Uplifting?
  • Are You Realizing The Fullest Capabilities of Your Work force?
  • Is Training Hitting or Missing The Mark?
  • Do You Offer Competitive Pay For The Work Done?
  • Do You Have A First-Choice Employer Reputation In Your Community?
  • Why Do Employees Stay? Why Do They Leave Your Company?
  • How Do You Want Employee Retention and Morale To Improve?
How Can We Help Your Organization Progress To The Next Level?

Complete this short form and tell me what you'd like help with. It would be a pleasure to be a part of achieving your goals.

Name
Company
Title
Phone
Email

What areas would you like to see improved in your company?

What goals do you need to achieve?

  

Privacy Guarantee: The People Keeper will never release your name or e-mail address to any third party for any purpose.


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