Barbara Glanz

Biography

Barbara Glanz, CSP, works with organizations that want to improve morale, retention, and service and with people who want to rediscover the joy in their work and in their lives.

Barbara Glanz, CSP, has been a teacher all her life. She grew up in a small town in Iowa where she taught swimming all the way through her college years. She was also an accomplished pianist, winning several State contests and accompanying most of the vocal groups in her high school.

She went to the University of Kansas where she majored in Music Therapy and Piano and finished her degree in English Education. While there, she won nearly every honor the university bestowed: Mortar Board, Treasurer of Student Union Activities, VP of KU-Y, the Dean`s List every semester, and Outstanding Gamma Phi Beta. Her educational career finally culminated in being chosen as a Hilltopper in the first edition of the Yearbook, the highest award anyone at the University could achieve

Since 1987 Barbara has trained thousands of people in North America and has spoken worldwide to conferences, associations, government organizations, and companies both large and small.

In January of 2007 Barbara became the first speaker on record to have spoken on all seven continents and in all 50 states. She has earned the highest designation the National Speakers Association awards (Certified Speaking Professional), she has been selected as a Platinum Speaker by Meeting Professionals International, and she has been nominated five times for the NSA Speaker Hall of Fame.

Since 1997 she has been one of the top rated speakers at the national Society for Human Resource Management convention, and in 2006 she was the ONLY FEMALE in the top ten rated speakers. She was voted "best keynote presenter you have heard or used" by Meeting & Conventions Magazine in July 2010 and a "Legend of the Speaking Profession" by the Veteran Speakers in August 2010. She has appeared on ABC, NBC, CBS, CNN, FOX-TV, PAX-TV, WGN, CNBC, and on radio and in print nationwide.

Publications

Building Customer Loyalty:
How YOU Can Help Keep Customers Returning

Research shows that it costs at least five times as much to acquire a new customer as it does to keep an existing one. Therefore, it is essential for organizations to understand what they can do to build customer loyalty and retain their very important customers.

Building Customer Loyalty provides tips and techniques for offering extraordinary service to both internal and external customers and helps each person learn to create positive memorable customer experiences, build lasting customer relationships, attract new customers while keeping the current ones, and have FUN doing it.

This simple, 100 page book is meant to be used actively. There are questions to answer, eye-opening stories to stimulate ideas, and exercises that can be used individually or as a team. Best of all, you will learn how to treat each customer as an individual and have them leave feeling better because they interacted with you and your organization. Then, they will want to come back again and again.

Titles

The Simple Truths of Service Inspired by Johnny the Bagger
Based on an unforgettable story about a young man with Down Syndrome who changed the culture of an entire organization by being creative and giving the customers more than they expected, this program presents ten simple truths of service that will help organizations and individuals become more customer-focused, both internally and externally. In today`s highly stressed, competitive workplace, each employee must be committed to creating long-term client relationships, and this presentation will encourage and inspire them to WANT to do this. With her unique combination of content and heart, Barbara will share research, stories, models, and action ideas based on these ten simple truths to encourage each person that he/she can make a difference every single day!

SPREADING CONTAGIOUS ENTHUSIASM: Creating Workplaces of Passion, Purpose and Productivity!"
(For Leaders)
In order for an organization to be "first class" in this economy, it must have a great product or service, people who have the desire and skills to serve the customers well, and a culture that encourages and supports that spirit of both internal and external service. The most important persons in creating that culture are the leaders. This session will whack leader`s thinking, give them a personal sense of mission of their importance as service leaders, and share many no cost or low cost ideas for how to create a culture where employees are fully engaged using the elements of a spirited workplace:

SPREADING CONTAGIOUS ENTHUSIASM: Creating Workplaces of Passion, Purpose and Productivity!"
(For All Employees)
Do you believe that enthusiasm is contagious? If so, ask yourself this question, "Am I contagiously enthusiastic about the importance of the work we`re doing?" Because if you`re not, then you`re not spreading that spirit to your customers and one another, and that impacts everything you do. That is what this session is all about-how YOU can make a difference every single day.

It seems that in today`s world whether we work at home or in an organization, we are far too often caught in stressful, conflict-ridden situations. Tasks need attention, policies need fixing, morale needs boosting, and people need care. Can one person make a difference in the ocean of work and the sea of faces? Come hear Barbara Glanz address the neglected "human" element that can often get lost in the midst of deadlines, timelines, and bottom lines.

Using the acronym CARE as the elements of a spirited workplace, the session will focus on many specific, creative, no-cost or low cost action ideas to help create an environment where people find purpose and joy:

EXHAUSTED, CONFUSED, AND TICKED OFF: Hope for a New Beginning When Change Has Done You In!"
Change is rampant in our world today, especially in this depressed economy. Resistance to change is not about the head as much as the heart, less about facts than it is about feelings. Leaders must learn not only to manage the processes of change but also the emotional aspects of dealing with change.

In order for people to move forward, they must learn to let go of the old ways and adjust to new ways of work and life. This session will help leaders guide employees to better understand the change process as well as their feelings in the midst of change. It will include a CONTROL INVENTORY for leaders to use as a strategic, concrete tool to manage change and to help employees gain more control and perform at a higher level in a dynamic work environment.