Susan Brooks is, and always has been, a service enthusiast! She began her multi-million dollar corporate gift and mail order company, literally from scratch, nearly 30 years ago. As the Corporate Cookie Queen, Susan is in good company with Famous Amos and Mrs. Fields. Susan recently sold Cookies from Home to focus full time on her Service Enthusiasm, Leadership, and Intuitive Mastery series.
Although she is a foremost authority in sales and marketing, Susan is best known as a die-hard Service Enthusiast, where she can 'raise the bar' of service excellence in your company... and in your world.
Her common sense approach to business and her intention to serve transformed her dream into the incredible success story it is today, bringing many business and professional awards and accolades along the way.
Her passion for service has been a major part of her success, dating all the way back to her first career in the classroom, where her earliest "customers" were her high school English students. With a Master's degree in education, Susan created an inspiring curriculum that motivated and challenged her students. Today, Susan taps into these same talents and skills as she brings her high energy and insights into companies, organizations and associations that want – and need – to raise the bar on their customer service and leadership consciousness.
As a national speaker and trainer, Susan shares her principles that challenge with her audiences to renew their spirit and better serve both their external and internal customers. She customizes every interactive presentation to focus on the client's specific needs and objectives. Susan energizes her audience with practical programs that educate, inform, and inspire.
As a journalist at large, Susan's provocative and often over the top columns appear in local and national publications. Many of her most courageous and controversial columns have been collected in one humorous, outspoken and extremely useful book. "Serves You Right!®" is a must-read for anyone who interfaces with the public, staff or management on a steady basis.
Serves You Right- Service Enthusiasm!
Your people, both managers and frontline, can be your greatest asset...or your greatest liability… Have you set them up to succeed or to fail?
Service is, without a doubt, THE competitive edge in the marketplace. The statistics regarding unhappy customers are significant:
• 96% of dissatisfied customers do not complain directly.
• 90% will not return.
• One unhappy customer will tell nine others.
• 13% will tell at least 20 other people
"Customer loyalty can be worth up to 10X as much as a single purchase. Serves You Right was designed as a practical and proven process that converts service enthusiasm into an economic multiplier!"
The key to over-the-top, mind boggling Service Enthusiasm® is to serve your employees first, so they, in turn, will take care of your customers. The following eye-opening programs will address BOTH sides of the service equation, providing in spiration and information needed to truly serve customers, as well as the tools and motivation that will generate staff buy-in. Participants will create an action plan that will:
• Inspire ‘over-the-top’ customer service in yourself, team, and organization
• Identify what you are really selling
• Learn to think like your customer
• Align Service initiatives to the organizations vision
Susan’s commitment..: is to energize and inspire your team with a renewed commitment to serve your customers and each other. Service Enthusiasm® is the MOST effective and the LEAST expensive way for your company to stand out from your competition.
Outrageous, Courageous, and Highly Contagious Leaders!
These are challenging times. Do you feel like you and your company are standing on sand? Are you waiting for things to get back to normal? The business model as we once knew it, is gone. Downsizing, mergers, restructuring, new information technology, service initiatives, personnel, outsourcing, new facilities, policies...changes, big and small, are happening every day, and each change impacts the dynamics and effectiveness of your organization.
I recognize that in today’s world of uncertainty, role models are rare. We need new ways of working, new ways to survive and thrive in uncertain times. Gandhi said that "we must be the change we want to see in our world." Today offers that chance…a real opportunity to redefine how we do business and how we live our lives.
• A recent study showed that 33% of management's time is spent responding to crises or problems. For some, such as managers who have been "home grown" and moved up in the ranks of an organization but have never received leadership training, the percentage of time lost trying to juggle problems is even higher.
• A Gallup poll showed that the number 1 reason why people quit their job is because of a stressful or problematic relationship with their supervisor, and that 25% of workers would fire their boss if they could. Mediocrity, low staff morale, high turnover, poor productivity, and apathy are just some of the many issues facing leaders today. Bad management can cause these issues, and well-intentioned managers need the skills to resolve them.
• Poorly managed workgroups are an average of 50% less productive and 44% less profitable than well-managed groups. In today's business world, it is imperative that managers are taught fundamental leadership skills, and continually learn new tools and ways of thinking in order to grow themselves, their staff, and profits.
Be bold, not rash. It’s a new day, hungry for bold and brave leadership. This eye-opening program examines the skills, behaviors, and attitudes that have the greatest impact on team dynamics, beginning with the self-image and spirit of the leader. Identifying personal history, role models, and crossroad choices helps build strength and confidence to be a brave and confident leader. Utilizing a variety of interactive and experiential training methods to identify roadblocks and inspire new strategies, the focus is on management's ability to provide motivational leadership to the team. Participants learn to increase morale and productivity by discovering and maximizing their own leadership abilities and skills.
Intuitive Mastery Moving Passion into Action!
The intuitive leader is in us all. It's that small, quiet voice that listens and honors the truth within.
While local, national, and global heartache shakes our world, there is so much need. This presents a very special opportunity for each of us to serve! And so it was for Susan when she joined the World Academy for the Future of Women at SIAS University in China. Susan moved her passion into action when she learned that Chinese women have the highest suicide rate in the world. You too can help pioneer new ways of working, leading, serving and inspiring living your legacy today!
Susan has an impressive client roster that includes: Discover Card, McDonald's, American Express, Motorola/Freescale, Working Woman, City of Richmond, Sonora Quest Laboratories, Pinnacle Education, National Association of Tax Professionals, Western Association Convention and Visitors Bureaus, National Association of Women Busienss Owners, Baptist Hospital of Miami, AZ Governor's Conference on Tourism, University of Houston, to name a few.
"Susan was the best speaker we've ever had!"
"I sometimes forget my co-workers are individuals. Today, thanks to this program, I remembered."
University of Houston participant
"This program got me to think beyond the daily fire fighting to planning how to be a better leader."
"I've never really thought about putting myself in the customer’s shoes...until now, thanks to you!"
Sonora Quest Laboratory participant
"Susan is a high level thinker, who is not afraid to ask the tough questions, and who is willing to provide the on-going support to help our leadership team grow. If you are looking for a person to bring life to your organization, and to help you grow as a team, I highly recommend Susan. My only warning: hold on to your hats when you do!"
"WOW! Susan Brooks 'knocked our socks off!' What a fantastic presentation. She took our input from questionnaires and gave us the 'shot in the arm' we so badly needed. One difference she made was shown through audience participation from individuals who almost never share."
University of Houston
"You are an inspirational leader and speaker and, equally as important, you know how to make learning fun! Thank you for causing us to think and for giving us creative, yet practical tools that we can, and already are, using in our workplace."
Tempe Convention and Visitors Bureau