Laurie Guest, CSP, began her training as a customer service expert at the tender age of 9. As a Midwest farmer's daughter, she learned to master the art of customer engagement to sell more sweet corn than the competition. Today, Laurie is a "go-to" resource for customer service excellence. For more than two decades, she has shared her practical point of view on customer service and staff development with audiences and companies across the country, blending real-life examples and proven action steps for improvement—a combination that results in over three-quarters of her clients asking for an encore appearance.
Prior to her life as a speaker, Laurie enjoyed more than 20 years of healthcare experience serving both a privately owned medical facility and a community hospital system. During her administrative career, she helped a multi-million dollar medical center become a regional leader of ophthalmic surgery. Because of her experience interacting directly with patients, she understands the challenges of working in a stressful, fast-paced environment.
Her latest book, The 10¢ Decision: How Small Change Pays Off Big, 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 has been featured in the Washington Post, Wall Street Journal, and USA Today on customer service, where she has shared her practical approach to getting service levels where they need to be in today's economy.
She is a member of the National Speakers Association and is a Certified Speaking Professional, a designation held by less than 12% of speakers worldwide. To earn this distinguished honor, Laurie speaks to thousands of people each year and consistently receives stellar ratings.
Laurie Guest, CSP, began her training as a customer service expert at the tender age of 9. As a Midwest farmer's daughter, she learned to master the art of customer engagement to sell more sweet corn than the competition. Today, Laurie is a "go-to" resource for customer service excellence. For more than two decades, she has shared her practical point of view on customer service and staff development with audiences and companies across the country, blending real-life examples and proven action steps for improvement—a combination that results in over three-quarters of her clients asking for an encore appearance.
Prior to her life as a speaker, Laurie enjoyed more than 20 years of healthcare experience serving both a privately owned medical facility and a community hospital system. During her administrative career, she helped a multi-million dollar medical center become a regional leader of ophthalmic surgery. Because of her experience interacting directly with patients, she understands the challenges of working in a stressful, fast-paced environment.
Her latest book, The 10¢ Decision: How Small Change Pays Off Big, 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 has been featured in the Washington Post, Wall Street Journal, and USA Today on customer service, where she has shared her practical approach to getting service levels where they need to be in today's economy.
She is a member of the National Speakers Association and is a Certified Speaking Professional, a designation held by less than 12% of speakers worldwide. To earn this distinguished honor, Laurie speaks to thousands of people each year and consistently receives stellar ratings.
The 10¢ Decision®: How small change pays off big – A Virtual Experience
Sure, some decisions are big ones. But more often, it's the "10¢ decisions"-the ones that barely cost a barely cost a dime (literally or figuratively) but have a massive impact-that can transform customer service...
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, interactive program will give you the tools to blend your own...
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...
Are We Having Fun Yet? Communication and Teamwork is More Than a Game of Chance
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...
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East West Eye Conferences, Ohio
In situ
L.F., Executive Director, East West Eye Conferences, Ohio
I have asked Laurie speak at our conference fourteen 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 easy to work with and we enjoy having her back every time.
Nestle
In situ
P.S., HR Management Specialist, Nestle
Verificado @us.nestle.comI was asked if I could find a speaker to provide us with a meaningful/entertaining program. Laurie delivered on all of it! She made it funny, relevant and also delivered the message. Laurie was a huge hit with everyone! I would recommend her to anyone and will call on her again for sure!!
Perfection Servo Hydraulics, Illinois
In situ
B.C., General Manager, Perfection Servo Hydraulics, Illinois
Verificado @pshinc.com"This was the first time we brought in someone from outside our industry to help us tackle some critical issues. Skeptics were plentiful. I was remarkably impressed at your ability to quickly pick-up and utilize the language of our industry while facilitating solution based conversations. Your humor put the somewhat gruff audience at ease and we got to root issues faster than we ever have. I wholeheartedly thank you for our retreat and without a doubt will be seeking your help in the future."
Casco Bay Eye Care, Maine
In situ
R.D., Office Manager, Casco Bay Eye Care, Maine
Verificado @cascobayeye.comOur group finds Laurie retreats to be fun and practical. She has a way of getting right to the issues and providing solid tools for immediate use. She has spoken to our team three times over ten years and her material is always fresh, fast paced and to the point. I hear "Laurie's words"for resolving conflict and handling customer service issues all the time in our offices.
Ag View FS
In situ
M.O., General Manager, Ag View FS
Verificado @agviewfs.comThanks so very much for your words of inspiration to our group. I have heard nothing but great reviews and it sparked lots of conversation around the water cooler.
Hauser-Ross Eye Institute
In situ
D.T.T., Ophthalmic Surgeon, Hauser-Ross Eye Institute
Laurie is a very intelligent, charismatic, and energetic woman. She works extremely hard to deliver the best product she can. She is creative and is constantly looking for new ideas. I am recommending her without reservation and with the highest confidence.
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