For Event Organizers
Marc is a customer and employee experience strategist, a real 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?
How Marc Can Help
LIGHTS! CAMERA! ACTION!
How to deliver jaw-dropping experiences
Imagine if your product or service resonates so deeply with your people that it becomes an integral part of their life. Imagine if you become THE brand of choice and an innovator in your industry. Imagine if every time your customers walk through the door, you create a show-stopping, jaw-dropping experience that is designed with them in mind.
What difference would that make?
Lights! Camera! Action! uses the lens of live theatre to give your business a new perspective. Marc’s unique framework pulls back the curtain and puts your business on centre stage. In this humorous and interactive session, Marc uncovers a razzling, dazzling focus for your business so that you, your team, and your customers are jazzed with anticipation. This is an opportunity for you to script and ramp-up your business so you can set, stage, and perform like never before.
Lights: Define your values, set your culture, and identify your big goals
Camera: Prepare your customer touchpoints and train your team to be “performance-ready”
Action: Learn how to deliver outstanding service each and every single day
Get ready to create a strategy that will get you and your team a standing ovation
If you’re looking to create the show-stopping, jaw-dropping experience your customers and employees deserve, this presentation is for you!
Dare to Be the Exception™
How to get noticed and become the category-of-one
Are you struggling to be seen, heard, and valued? Do you find that you’re stuck in the sea-of-sameness? What needs to change so that you shine and your uniqueness attracts those that matter the most?
In this program, Marc uncovers the three components to becoming a category-of-one – that is, you become the leader of choice, the business of choice, and the employer of choice.
Learn Marc’s proven formula that will put you and your business into the Golden Spotlight – that spot where your employees want to work for you, where your customers are raving fans, and you are known as the best in your industry.
- Uncover 3 key components every business needs to get out of the sea-of-sameness and into the Golden Spotlight
- Give your team the tools they need to razzle dazzle your customers
- Learn how to not just sell what your customer want; rather, deliver a solution they need
- Unveil the secrets to becoming the person and business of choice
If you’re ready to bridge the gap, be in the spotlight, and become the category-of-one, now and into the future, this presentation is for you.
Creating lasting connections by going from onboarding to forever-boarding
Starting from the first time a person comes across your business, they will migrate through various levels of engagement during their time with you – whether they are a client or an employee. Are you doing what’s required to fulfill their needs and keep them engaged?
“Onboarding” is a technique that businesses use. The challenge with current “onboarding” processes is that we invest so much when people start with us, then we close the spigot of support, and abandon our new person to fend for themselves. As a result, people begin to feel unsupported, devalued, and eventually disengaged. This leads to lower productivity, lower sales, and severed ties.
In Strings Attached, you and your team will uncover how a person’s journey with you, your company, and your brand is tied together through various points of connection. Using these points of connection effectively will lead to higher engagement, retention, and loyalty.
How tight are your strings to ensure the best connection?
If you adopt a continual cycle of evaluation and adjustment, you will move them from prospect to newbie to dedicated ambassador. I vote that we drop the term “onboarding” and adopt a better, more reflective word like “forever-boarding.”
- Unlock the 5 key milestones every person must reach to create lasting connection to your brand
- Untangle the driving needs and questions they have at each step of their journey
- Uncover why people fall into the “Pit of the Tainted,” and how you (and they) can be doomed
- Learn what not to do and what knot to do, creating the best, long-lasting connections
- Leverage “forever-boarding” as your secret tool to make people your top ambassadors… making YOU the brand of choice
If you’re looking to create a path towards higher engagement, increased levels of loyalty, and a brand people will feel connected to, this presentation is for you.
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?
With his roots firmly set in 35 years of hospitality, this actor, author and podcaster, 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, goals, and mission is 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.
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!
He seems to understand the clientele well, what to expect, and how to find points of improvement and relatability.