An entrepreneur, keynote speaker and author, Laurie Guest became known as a “go-to-resource” for customer service excellence during a successful career in the healthcare industry. In 1997, she channeled that expertise into Guest Enterprises, Inc., her own speaking and training company. For more than two decades, she has shared her practical point of view on customer service and staff development to audiences across the country, blending real-life examples and proven action steps for improvement.
Laurie is an award-winning columnist and the author of two books. With her latest, The 10¢ Decision: How Small Change Pays off Big, Laurie presents her most sought-after and impactful strategies to find and retain the best staff and highest-quality customers while delivering exceptional guest experiences. Laurie is a certified speaking professional, a designation held by less than 12% of speakers worldwide. She lives in northern Illinois where she is a wife, mother of two, lover of board games and below-average cook.
Most Requested Programs
The 10¢ Decision®: How small change pays off big
A Virtual Experience
Service is at the center of every business, whether you’re making widgets, providing healthcare, or serving gourmet cuisine. From company culture to guest interactions, the choices we make day in and day out add up to create exceptional experiences for everyone involved. Sure, some decisions are big ones. But more often, it’s the “10¢ decisions”—the ones that barely cost a dime (literally or figuratively) but have a massive impact––that can transform customer service from so-so to stellar. With decades of firsthand experience to draw from, Laurie shares her insights into making smart, effective choices to improve guest encounters, staff satisfaction, and your business as a whole.
This program, offered as a virtual experience, blends a variety of learning modalities to keep the event fun and fast-paced - even when attendees are gathered around a screen rather than a stage.
Attendees will discover:
- How to turn things around “on a dime”
- Ways to self-assess customer service levels
- High-impact opportunities to shine that the competition is most likely missing
- Ideas for improving the service level of every team member
Plus: Every attendee walks away with Laurie’s “Simple Six Pack,” a suite of exclusive resources designed to improve business interactions overnight.
Courageous Conversations: Saying what needs to be said
Do you ever wish you had just the right words to handle situations at work? Whether you need the perfect words to handle difficult clients, language to deal with challenging staff, or simply the guts to say what the boss needs to hear, this session can help.
Known as a courageous communicator, Laurie has spent more than 25 years teaching others how to use the right words and phrases to help achieve a desired result. During this highly interactive program, attendees will take common scenarios and learn how to phrase the communication in ways that increase their influence with others.
Key takeaways include:
- How to swap words to create connection
- Ways to achieve desired results from others
- Practical approaches to deal with difficult people
- Secrets to making miserable moments tolerable
Life in the Espresso Lane: How to be smooth, bold, and balanced in a fast-paced world
What if you could give yourself an instant pick-me-up by a simple change of thinking—even in stressful times? If you find yourself zapped after encounters with customers or coworkers, this course offers simple yet powerful ways to instantly become engaged, motivated, and energized. You will learn practical mental “lattes”—ideas you can serve yourself any time you need to get your perk on!
This fast-paced, fun, and interactive program will give you the tools to blend your own energizer. You will leave with new pep and excitement for the day. After you savor her “cup of sanity” once, Laurie’s humor and wisdom will make you want to drink in her ideas daily.
Attendees will discover:
- One action to become indispensable at work
- Behaviors to positively stand out from the pack
- The best way to build rapport with others
- Ideas to achieve personal balance in life
Are We Having Fun Yet? Communication and teamwork are more than a game of chance
Is your team overdue for a fun, laugh-while-learning experience? Wouldn’t it be nice if you could also get them reacquainted, reenergized, and recommitted to your organization’s goals? Heck, while we’re at it, why not throw in improved personal interactions and a morale boost? During this customized, game-style program, audience members work together to build better communication and teamwork skills. The session is both enjoyable and highly interactive.
Attendee takeaways include:
- Improved communication between all types of team members
- Skills to build better internal and external rapport
- Creating a fun environment and lasting workplace relationships
- Building a team that withstands myriad daily stressors
“I can’t wait to put your action items from this virtual session to work and reap the rewards that are sure to follow!” - Staci Kimball, Senior Advisor, Glass Slipper Concierge / GSC World Travel
“Thank you! Your energy was great and the message hit home for many. Employees were happy we cared enough to bring in an outside speaker, and, specifically, were very impressed with you. Just the right touch of message and humor.” - Jeff Couchman, Senior Vice President, Western National Insurance
“Five minutes on the phone. That’s all it took for me to know that Laurie Guest was the perfect person to deliver our event keynote on customer service. Five more minutes and I knew that she was also ideal for a breakout session on Courageous Conversations. Yes, I make decisions quickly, but when you’re sure—and I was—why wait? Laurie received the highest ratings we’ve ever had for an event keynote.” - Jennifer Campbell, Managing Director, B2B Product Virtuoso®
“I’ve asked Laurie to speak at our conference 14 years in a row. She is always open to creating new lectures for us and many of our attendees say they sign up for her classes automatically. She is so easy to work with and we enjoy having her back every time.” - Linda Fette, Past Executive Director (retired), East West Eye Conferences, Ohio
“The reviews are in, and Laurie Guest was clearly the favorite speaker of our entire national meeting! She customized her message like no other—and she was funny!” - Debra Engelhardt-Nash, Past President, American Association of Dental Consultants