Creating The Happiest Workplace on Earth!

"For over a decade it was my honor to design, develop and deliver customer service training programs for The Walt Disney Company. I have helped dozens of world class organizations find the magic within their own business cultures. Now, as an independent speaker and consultant, I can do the same for yours."

Louie Gravance, a native Californian, comes fresh from helping Bank of America navigate what he calls a “culture shift” which MONEY MAGAZINE credits with “making the banking experience more pleasurable with changes that have improved customer satisfaction.” This was done through an initiative Louie Gravance introduced to high level executives and employees entitled “The Bank of America Spirit.” Louie Gravance was a perfect fit for this project, thanks to skills learned and honed during a twelve-year tenure at The Walt Disney Company in Orlando, Florida.

Beginning with the training and orientation program “Traditions” at The Disney University, Louie Gravance designed, developed, and delivered countless presentations. First, at the University for literally thousands of Disney World employees from all disciplines, and then for visiting corporate clients through the Disney Institute Professional Development Programs. He also traveled North America on behalf of Disney, teaching “Showmanship in the Workplace” to large companies like Mutual of Omaha and BMW of Canada.

Concurrently, Louie Gravance led, trained, and performed with the improvisational comedy show “Streetmosphere” at the Disney / MGM Studios from the first year of its inception in 1989. It is now the longest running show of its kind in theme park history.

Prior to moving to Florida, Louie Gravance began a show business career at the age of twelve. He spent the next two decades in Los Angeles appearing in stage shows, sitcoms, motion pictures and over 35 national television commercials. Currently Louie Gravance resides on the island of Maui.

Related career highlights:

* Designing & Delivering The Bank of America Spirit    service campaign – 2002
* Premiere inductee in The Disney Partners in    Excellence Award – 1996
* Recipient of The Spirit of Disney Award –1995
* Presented "THE BEST WAY TO GET THERE" service program for    EXXON Co.
* Worked on the redesign team of the Traditions Program for The    Disney University
* On the design team for Disney’s Guest Satisfaction Measurement    System
* Original facilitator for business programs at The Disney Institute

LOUIE GRAVANCE - SERVICES / POWER TALKS

“HOW TO CREATE THE HAPPIEST WORKPLACE ON EARTH”
Ever wonder how a company like Disney maintains “Service Excellence” on a daily basis? Let me share some of the techniques and themes used that I used to train and motivate literally thousands of Disney “Cast Members” annually. Based on over ten years of experience as a Disney Traditions “Professor”, this talk is particularly aimed at keeping a front line service employee “Emotionally Connected” to their purpose. I will illustrate the power of GOAL FUSION between you and and every member of your team. Even “Backstage Performers” from such hardworking areas as foods, custodial and housekeeping must understand their link to the goals and objectives of their employer. This presentation stresses the alliance between employees both seen and unseen. Frankly, this talk is also aimed at organizations that ask the very most of their service employees with rewards that are not always obvious in the short term.

“BRING YOURSELF TO WORK"
Every employer has the right to expect its partners and employees to be fully present while performing their "roles." Many people in the workforce ultimately ask themselves,WHAT'S IN IT FOR ME? This talk stresses that in the workplace, as in life, Investing OF yourself is the same as investing IN yourself! Every service transaction is an opportunity to create a “Magic Moment” for both customer and employee. It’s easy to get caught up in details. Too many good employees and companies get so wrapped up in their tasks that they forget what their “job” is. I will offer a daily matrix that can be used by any “Cast Member” to keep themselves focused on providing excellence to the moment at hand, and how to keep their “Eye On The Job.”

"THERE'S NO BUSINESS BUT SHOW BUSINESS!"
Whether you’re a food service professional or a pediatrician, virtually every vocation requires a “Performance Technique!” Any business, like any venture of showmanship must ask:

- What Do We Look Like?
- What Do WE Sound Like?
- What Do We Feel Like?

What People Are Saying

"You have the remarkable and uncommon ability to use your natural skills in humor and drama to clearly convey the more serious parts of your presentation. You entertained us, but you also used the fact that you'd gotten our attention to drive home key concepts in your presentation. That's a rare skill-you were astonishingly good!"
- Elizabeth Lane Lawley Ph.D Rochester Institute of Technology

“You had me in the palm of your hand... I was enthralled by your presentation... I was inspired, and I learned a few things I can apply right here in Columbia S.C.”
- Beverly Shelley SC Dept. of Parks, Recreation & Tourism

“We were so impressed with Louie’s presentation and its relevance to our own customer service...our nearly 1800 customer service associates were treated to a lively, humorous, and uplifting presentation.”
- Kim Harm Executive Vice President Customer Service Operations Mutual of Omaha Co.

"Louie is an extraordinarily gifted individual who has the capacity to touch the minds and hearts of a room full of skeptical individuals and change their mind sets in one hour and twenty minutes! WHAT A FEAT!"
- Kathy Pagliughi Regional Director of Stores Kids "R" Us

"Those consumers who want fun as much as products are finding it in some unlikely places. Bank of America is the nation's largest consumer bank, but it doesn't want to act like one. That's why tellers at its 4,000 branches have recently started bolting their posts to hop around in conga lines. At Bank of America these antics are the result of mandatory "spirit training," developed because bank brass want employees to have the chirpy demeanor of workers in Disney theme parks. Bank of America insists customer satisfaction is soaring."
- FORBES MAGAZINE Funny Business By Monte Burke

"In the year and a half since, Lewis has worked with a Disney consultant* to train retail personnel to make the banking experience more pleasurable– changes that have improved customer satisfaction.So far, those moves are paying off. Bank of America is grabbing market share at an impressive clip: The company has topped earnings estimates for the past seven quarters. Louie Gravance is that Disney consultant!"
- MONEY MAGAZINE January 2003 - (Excerpt from article on KEN LEWIS CEO BANK OF AMERICA)