For Event Organizers

Marc is a service expert and master of experiences, driving operational excellence by daring people to cultivate a generous attitude and lead with love and kindness first.

Most organizations and entrepreneurs think organizational excellence means providing  customer service. They work so hard building a facade for their customers to gain loyalty, reputation, and market share, that they end up lacking authenticity. And as much as they try, the public (their customers) eventually see right through the mask. And once they call you out, you’re done.

So, how does one differentiate, stand out from the crowd, and deliver the very best while being true to their purpose?

The key is for organizations and entrepreneurs to tap into the idea of combining service and compassion, while building on the foundation of their values.

It’s when “customer service” transforms into being of service.

Wouldn’t it be great if leaders and their organizations were inspired to put more love and care in being of service? What if people were encouraged to cultivate a generous attitude and lead with love and kindness first? How would this affect our definition of “customer service”, the way we experience it and train for it?

Marc’s talks take the philosophy of being of service and look at organizations and their offerings through the lens of live theatre. This intuitive and unique perspective provides the method that allows operators, supervisors, and managers to script, direct, and stage award winning experiences their customers and staff deserve. Imagine creating jaw-dropping experiences every time.

Ready to take WOW your audience and create magical moments?

Contact Marc

 

Tackling Event Participants Pain Points – Creating the Perfect Learning Opportunities

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The importance of being of service to others

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How Marc Can Help

LIGHTS! CAMERA! ACTION!

Using the lessons of live theatre to drive ownership, increase engagement, and provide superior value

In Theatre, what does it take to put on an award-winning performance each and every night? It takes a focus towards operational excellence and the guest’s Experience Expectation. It means bringing teams together, unified towards a common objective, with all the resources and support in place. It means being ready for SHOWTIME!

Based on his book “Lights! Camera! Action! Business Operational Excellence Through the Lens of Live Theatre”, Marc uses the lessons of live theatre to pull back the curtain on underperforming business owners, teams, and organizations, to deliver real-world, focus-oriented strategies to drive operational excellence.

He delves into the foundational to the specific, as he outlines practices and philosophies that leaders can script and direct to ensure they put on show-stopping experiences customers and staff deserve.

In this session, participants will:

  • Learn how to look at their business in a different light
  • Work with check-listsd and various assessments to audit their business
  • Define elements of great casting calls to attract the best of the best
  • Find new ways to engage, delight customers, and convert them into passionate fans
  • Uncover how to deliver a stellar show and get a standing ovation

The audience will learn how to serve on purpose, build authentic employee engagement and customer experience excellence, while breaking down communication barriers, creating enhanced levels of collaboration, and contribution. They will be given easy tools, tips, and techniques so they, too, can dare to be the exception.

Ready to WOW your audience and create magical moments?

LEARN MORE ABOUT “LIGHTS! CAMERA! ACTION!”

Engage-alytics

How to recognize, reward, and support various levels of engagement within your organization

What does real employee and member engagement mean?

Learn how to recognize the 5 levels of engagements + tax (there are actually 6 levels, if you care enough)!

According to a 2017 survey, only 55% of organizations’ members are engaged, with 20% being ambassador members. In the workplace, that number nosedives to 15% of the workforce being engaged.

Organizations do satisfaction surveys and have tweaked reward programs, incentive programs, and bonus programs. They’ve spent a fortune on recruitment drives and have fought heavily to retain their employees, their customers, and their members. Even though the programs work for a little while, they’re back fighting the same old battles time after time.

In this program, Marc will take participants through the five levels of engagement (+tax). Through active participation, learners will uncover the root causes and drivers to the various levels of engagement, defining relative needs at each level. Once armed with this valuable insight, they will then know how to be of service. They’ll be well on their way to tipping the level of engagement in their favour and to the benefit of their organization.

In this session, participants will:

  • Recognize the various levels of engagement, and the early signs of engagement evolution, or de-evolution
  • Be able to define the relevant needs at each level of engagement
  • Apply the learning to their existing team to help drive their people, processes, and profits

The audience will learn how to build engagement that is on purpose. Walking away with strategies they can use the very next day, your participants will be able to support their best performers while tickling more love and care from those who have waned, so they, too, can dare to be the exception.

Ready to engage your audience and get the best of your people?

Book Marc For Your Next Event

Performing with Prima Donnas

How to be aware of hot buttons and learn to deal with your high-needs people in a productive way

Prima Donnas are a fact of life! As much as we hate to admit it, they are the bain of any production company. They take up a lot of time, slow down production, misdirect our energies, and destroy morale.

In real life, Prima Donnas are our difficult people. Employees, co-workers, members, suppliers, and sponsors (and even our boss) that we feel are arrogant, pushy, demanding, back-stabbing, manipulative, and down-right whiny.

But we can’t think that way!

In order to effectively deal with them, we must first change how we think and feel about them.

In this humorous and lighthearted session, we learn how to deal with the Prima Donnas among us. We will define our individual hot buttons and learn tools, tips, and techniques to effectively disarm the Prima Donna, all while showing empathy, care, and respect.

In this session, through hands-on exercises, storytelling, and role-playing, participants will:

  • Recognize their personal Hot Buttons
  • Discover how to distance their emotions from difficult situations
  • Recognize the personality types that make up the Prima Donnas
  • Learn how to empathetically deal with the Prima Donnas
  • Use proven tools to diffuse the Prima Donnas and turn them into the most loyal fans

The audience will learn how to deal with difficult people on purpose, building supportive relationships that are born on empathy, as well as love and kindness first.

They will be given easy tools, tips, and techniques so they, too, can dare to be the exception.

Ready to arm your participants to deal with difficult people?

Book Marc For Your Next Event

Workshops / Breakout Sessions / Training / Facilitating

Building on Marc’s Keynote topics, as a Professional Speaker/Facilitator and an accredited Challenge Dialogue System™ Practitioner, he helps facilitate enabling and empowering transformative change. Using the time-based and challenge-focused system, he has the proven capability for helping stakeholders and diverse groups to both collaborate and innovate to accomplish complex tasks.

Perfect for break-outs and extended workshops, Marc’s fun and playful approach, encourages participants to uncover information, collaborate, and innovate while driving evolutionary thinking. By applying experiential and proven models to create information retention and application, participants can put theories and new practices into motion the very next day.

Are your participants ready for uncompromising long-term transformation?

Book Marc For Your Next Event

Marc's Bio

With his roots firmly set in 35 years of hospitality, Marc is a service specialist. He understands that the minute a guest (customer, client, audience, prospect, even employee) comes into contact with your brand, IT’S SHOWTIME! From their initial contact your values, your goals, your mission will be reflected in everything you do, and more importantly in everything they see, experience, and feel.

Marc is a service expert and master of experiences, driving operational excellence by daring people to cultivate a generous attitude and lead with love and kindness first.

As a teacher, trainer, speaker and facilitator, Marc’s core values of humour, humility, staying uncomfortable, and being of service grounds him to connect with audiences and service providers alike. In his career, he’s been there, he’s done that, and like your staff, he’s bought the t-shirt!

Whether coaxing empathy from new leaders within your organization, or helping long-term service providers seek out their purpose, Marc’s authentic, light-heartedness, and sense of humour shows people how they can care and lead while growing as individuals and professionals.

Book Marc For Your Next Event

LIGHTS! CAMERA! ACTION!

Business Operational Excellence Through the Lens of Live Theatre

Marc Haine’s brilliant book takes a unique look at business practices and applies views, processes, and objectives of live theatre.

It highlights how businesses can differentiate themselves, fulfill their guests’ Experience Expectation, and always be ready for SHOWTIME!

*Get a signed copy. Ships to Canada only.

Shared Experiences

I recently attended a brainstorming session that Marc conducted for the CAFP. Not only did Marc structure it in such a way that within an hour we had a list of valuable takeaways that I had thought would take at least three hours to uncover, but his level of engagement and energy, and use of humour meant that we ended up with excellent outcomes AND had a lot of fun along the way.
Kim McQuaite, Kim Communications
Marc’s breakout session was very informative, enjoyable, and presented in a humorous way. I recommend it highly.
Eva Bencsik, Mr. Printer
I just came out of Marc’s session on how to become an empathetic leader. I chose his session because as a manager, I get so caught up with my day-to-day responsibilities, that I have not been present with my team. Marc’s session today gave me strategies and systems to help me be more present, and more sensitive to the needs of my people.
Tracey Durant, South-Side Sobey’s
Great enthusiasm! Marc has such a positive, caring attitude. He exudes passion and energy. Love it!
Benita Pedersen, All Fired Up Event Services
A few years ago I attended one of Marc’s workshops with a number of my front line employees. We found the session helpful not only with dealing with difficult customers but our people felt they also applied the techniques to their everyday lives and with fellow staff members in resolving conflicts. Marc made the group feel comfortable enough to share stories and experiences as well as tactics that had worked for them in the past. I have attended many similar events where people were never as forthcoming as we experienced here. The material was pertinent and topical and Marc was able to make it relevant to everyone in the room. I have always prided myself on being a good conflict arbitrator and still today find that I am able to utilize many of the ideas and techniques we learned in Marc’s session.
Jeff Millar, IGA Garden Markets
Marc's Dealing with Difficult People strategies and content were so valuable I was able to successfully put them into practice the very next day while dealing with an irate citizen. He was happy, I was happy - made for a great day!
Tracy Preece, Bylaw Officer (former), Town of Devon
Marc Haine is emerging as one of the best motivational and inspirational speakers in Alberta. He is a masterful presenter and engages his audience with a positive and uplifting message. His trademark is "Dare to be the exception", and for groups and organizations that need to think - and act - "outside the box" should not hesitate to have Marc as their keynote speaker
Judge Brian Stevenson, Past International President, Lions Clubs International

Client Highlights

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