Robert Stevenson

Peak Performance

How The Best Get Better

This double-edged sword presentation cuts to the core of performance, both business and personal performance. Mandates from management throughout the country all seem to be singing the same song: “If we are going to remain successful and be players in the marketplace both now and in the future, we must constantly strive to learn more, improve our quality of service, increase customer satisfaction, increase market share and do it in less time with fewer people.”

To keep elements for success effective, to facilitate individuals performing at their Optimum Level, it sometimes takes a catalyst of rare ingredients to first ignite the fire and then keep it blazing. This Peak Performance program was designed to be the catalyst to get things moving, and also teach techniques to keep it going.

Participants will be able to:

• Renew past convictions
• Deal with handling and accepting change
• Identify optimum effort, from customer service to moping the floors
• Delve into revamping, removing, and limiting personal paradigms
• Utilize multiple ways to deal with stress
• Explain the most common trait of all successes

Handling Change

If You Don’t Like Change – You Are Going To Hate Extinction

Change is a constant. You can either choose to embrace it or watch as you organization disintegrates right before your eyes.

Some people embrace change. Some people just go with the flow and deal with it only when they have to. Then there are those few, die hard, stubborn, inflexible, obstinate people out there, who are going to fight changing to the bitter end. In today’s accelerating pace of technological change, if you plan on WINNING, SUCCEEDING, and STAYING ON TOP, you better pay attention to the ever-changing landscape. Blind devotion to past technologies, methodologies, systems and procedures is a success killer. The pace of change is accelerating in every industry, every market, and in every facet of our daily lives.

This program is designed to show people how to not only handle change, but embrace it; in simple terms, how to cope, control and capitalize on change. It will show you how making a decision to alter your course (change) becomes a catalyst for emerging ideas. Your mind wants a direction, a course, a decision and when you give it that clarity it rewards you with new hope, inspiration and energy; you quit floundering in your indecision and flourish in your new direction. It puts you in a better frame of mind and you now start seeing how you can make things work rather than dwell in the debilitating mood of self-defeat; changing your mind becomes and energizing force.

Participants will be able to:

• See change as an inevitable opportunity
• Examine personal beliefs about change
• Develop a positive attitude toward living in a constantly changing environment
• Understand that the idea receiving the most resistance is probably the best idea
• Capitalize on thinking ‘outside the box’
• Deal with the ever-changing needs of the public
• Teach the process of stimulating ideas
• Realize that change is never final nor always right
• Recognize the value and importance of change

Communication

The Single Most Important Skill Determining Your Success In Life

Communication is an interactive event between two or more individuals; a give and take of thoughts, wants, or needs. Communication is a skill that must be learned and practiced regularly in order to be successful at it. This communication program was designed using proven and powerful communication techniques intended to call the audience to action, calling them to examine their own skills, and then calling them to actively practice improving those skills.

Participants will be able to:

• Understand how to develop Trust, Confidence and Rapport
• Learn the 9 ways to transform their personal impact
• Develop Verbal, Vocal and Visual communication skills
• Enhance their “Likeability” and “Personality” factors
• Learn the effective use of humor
• Incorporate Neuro-Linguistic techniques
• Understand representational systems: Visual, Auditory and Kinesthetic
• Refine their listening skills
• Handle objections properly

Customer Service

You’ve Got To Make Them Say Wow!

This program deals with dispelling the theory that the customer is always right. Whether it was selling a Dixie cup of lemon-aid on the sidewalk or closing a multimillion-dollar deal, anyone who has ever dealt with a customer knows the customer is not always right. Many times the customer is wrong, very wrong; however they are still the customer. This Customer Service program addresses how to keep customers spending their money at your organization without giving away the farm. By exploring not only in the initial sell, but also addressing how to improve repeat and referral business, this program will provide concrete examples of ways to improve your selling techniques. This program has been designed as an educational, interactive seminar for anyone who has customer contact, from Executives, Managers, and Supervisors to Hourly Personnel.

Participants will be able to:

• Identify the definition of Excellent Customer Service for your industry
• Understand the power of customer perception
• Consider alternative methods for improving customer satisfaction
• Recognize problem areas
• Accept and assign responsibility
• Empower your front line service people
• Address the needs and wants of your customers
• Prioritize activities to more effectively address those customer needs and wants
• Respond appropriately to customer complaints after reviewing customer feedback
• Allocate customer service resources more profitably
• Establish, implement and review Service Standards for better customer service
• Analyze strategies for Optimum Customer Service – Building the culture from within

Sales

The Answers To Successful Selling Are All Four Letter Words

“Robert Stevenson’s presentation was absolutely amazing and nothing short of inspiring. He completely captured our audience with his high level of energy, his conviction, and the undeniable truth of his message. Robert did his homework and we appreciate all the preparation. It made the presentation feel like it was custom designed for our specific industry. We have had many speakers, but never any like Robert … they loved him and want more! We look forward to having him come back again in the future.”
– Fedex

“Thank you for your presentation at last night’s Pru MDRT Event. You captured the audience’s attention immediately and consistently maintained their interest throughout your presentation. You connected with the entire audience – new agents to veteran agents; Home Office and Field associates, Management and Non-management, International and US. Your presentation was definitely the highlight of the evening. Your dynamic message and overall aura were phenomenal. The standing ovation and audience engagement were a testament to your lasting impression. It was a pleasure meeting with you. I hope our paths cross again in the future. On behalf of myself, the team, and our attendees – thanks again.”
– Prudential Life Insurance

“You hit home on all fronts – service, stress, team building, dealing with change, communication and leadership. You truly got us pumped up. I thank you for a truly inspiring and rewarding experience. The best part of all, you made me a hero.”
– American Express

“I want to take this opportunity to thank you for delivering such an inspiring message to our dealers. Your enthusiasm and humor really resonated with the audience. I really appreciate how you researched our business in advance to tailor your materials to our needs. Your words and stories really ‘hit home’ with our dealers. Thanks for making our keynote presentation special.”
– Yamaha Motor Corporation

“On behalf of Blue Cross Blue Shield of Michigan, and personally, I want to thank you for the outstanding presentation at our Group Sales and Corporate Marketing Business Summit in Grand Rapids, Michigan. Your presentation and interaction with our sales team and guests was a major fact in our audience’s evaluation that this was the best Business Summit ever. Here are a couple of comments submitted by attendees through our post-summit survey: ‘Mr. Stevenson was extremely powerful and engaging. His energy and message captured everyone in the room.’ … ‘I loved Robert Stevenson. He was incredible and I wish he could have had more time to speak to us.’ …’ You and your message, ‘Riding New Waves to Success,’ truly connected with our sales team and guests, and was a great way to start off our event.’ Personally, I found your discussion on thinking strategically to be right on target. I would highly recommend your presentation to others looking to energize their teams.”
– Blue Cross Blue Shield Of Michigan