UNLEASHING CREATIVITY

Lyle Sussman Ph.D.

Learn about the dry cleaner that gives "button insurance."….Surprise your customer with totally unexpected service.

Learn about Pedro, the waiter on the Song of Norway who created "WOW customer service…..Create rapport by touching their hearts and mind.

Learn why people in Disneyland and Disneyworld aren't as angry as they might be when standing for long periods in line…. reframe the problem and the situation.

Learn why mirrors are placed near elevators and how to apply that lesson for your customers….change their focus, perspective, and concentration.

Learn how to turn a complaining customer into a "walking billboard" for your company….don't fight the wind; adjust your sails and give them a ride in the sailboat.

Learn how to turn your company from one that operates out of memory to one that operates out of creativity. Turn thinking into part of every employee's job description. You've paid for it, not tap into your employee's whole brain. ….Stop enabling We Can't Do That" and start promoting, "It will be Our Pleasure."

Learn the power and wisdom of Albert Einstein's quote:
"Imagination is more important than knowledge." Learn the true definition of a "stupid idea", and why you don't get as many stupid ideas as you should get. Stupid ideas change the world; if your company doesn't get enough stupid ideas you will soon be history.

Learn why you have too many "data bases" working for you and not enough "googles". You have too many people who can collect and file data and not enough people who can interpret and creatively organize and interpret data. Create more "googles" In your team. …..ask what if questions, search for analogies. Learn how to turn databases into googles…. train, counsel, coach, and reward.

Learn how to unleash your creativity….Yes, you can!