What Our Clients Say About “Our Process”
to World Class Training Excellence
Dear Val:
You have played a major role in the delivery of the
third year of our Service Excellence program here at The
Calgary Zoo. You have presented several Leadership
sessions to our entire management team on coaching and
managing conflict, and you conducted an all day
orientation and train-the-trainer session for over two
dozen specially selected employees who have since
begun teaching the rest of our organization the key
techniques of providing outstanding customer service
with minimal stress to our visitors. As well, you have
provided repeat presentations and private consultations
with our staff on an as-needed basis.
As Program Director for The Calgary Zoo’s Service
Excellence initiative, my observations on your
performance are as follows:
- You are articulate and know your material insideout
- Your humor is heart-warming and your interaction
with the audience is authentic and highly effective
- You are able to change pace and direction in your
delivery when so required
- You handle challenging questions with poise and
professionalism, being careful to always be
respectful
- You are a talented teacher, an exceptional
communicator, and an inspiring leader
My observations are echoed by the feedback from our
staff, some comments of which are listed below:
- “Participants feel their time has been well spent
in Valerie’s seminars”
- “They got the tools they needed to help them do a
better job”
- “They found Valerie easy to listen to and to
understand”
- “They felt safe and in many cases extremely
comfortable in Val’s sessions”
Thank you Val for your Service Excellence with the
Calgary Zoo. I would highly recommend you to any
organization to wants to be inspired to lead through
service leadership.
Susan C. Marshall-Scorgie, CHRP
Manager, Human Resources
Calgary Zoo
Dear Valerie,
Our organization has grown tremendously during the
six months of your involvement with our world-class customer
service program. Prior to our engagement with you, Delano
Regional Medical Center had brought in other consultants and
speakers to help our organization ensure excellent customer
service. These programs and speakers made temporary
improvements, however none of these equipped our employees to
continue implementing these philosophies once the
consultant/speaker left our organization.
During the time you spent at Delano Regional Medical
Center, our employees enjoyed attending your sessions. As you
know, employees are usually not excited to attend training
sessions, but yours were the exception. An example of the
impact you have made is reflected in a quote from one of our
frontline employees “Valerie made me confident that I COULD
do this”.
Throughout my career I have encountered many
excellent speakers and motivators. It is a true opportunity to
work with someone like yourself who is a professional who
trains and coaches others to believe in themselves and take
actions they may have not otherwise taken. Our appreciation
goes to you for all you have done for our organization.
Christine Beyer
Director, Business Development
Delano Regional Medical Center
Delano, California
Valerie,
There was so much to say about what happened on
Friday after the 4 days you were here presenting the Service
Empowerment Leadership Culture (SELC). It was amazing to
see staff in the hallways hugging one another and saying, “I’m
just curious”. Relationships were mended and new ones forged.
Two of our administrative assistants who hadn’t spoken to one
another in over a year finally made up! They both attended the
SELC and had such good feelings about themselves that they
wanted to feel good about each other again. The SELC was truly
the “talk of the Ranch” on Friday, and you could literally feel a
renewed energy in the air. At the Executive Council meeting,
after the usual tedious agenda, I requested that your Service
Excellence Initiative (SEI) be a “standing item” on the agenda
each week, starting now. We had quite a good discussion about
the SELC and how we at the “top” need to stay involved or the
SEI will fail.
I give you all credit for coming up with this
comprehensive approach to culture change and must truly credit
you, Val, for your inspiring delivery and sincere commitment.
Your name was mentioned so many times throughout the day and
people were talking about “Val” as though she were an old friend
and part of the Rancho team. You are an amazing lady and a
lucky one to have found something you do so well, which you
obviously love so much. As they say in Canada – cheers, eh?
Valerie Orange, Associate Administrator
Rancho Los Amigos
National Rehabilitation Center
Downey, CA
