Susan Clarke is a dynamic international speaker and author, whose effervescent and lively style of communication reflects her outlook on life and her beliefs. She is a certified Behavior and Values Analyst and a recognized expert in the field of internal and external customer service. Susan's novel theories are based on her "real life" experience combined with her expertise in the areas of behavior, values and attitudes.

Her direct approach to service provides a practical framework for those who want to exceed their customer's expectations...and want to exceed them NOW. Susan's programs are highly interactive and entertaining, yet they provide the type of substantive information that makes a real difference. In these programs, she demonstrates how to develop a win-win attitude. She knows that this will improve performance and dramatically increase the bottom line.

Her interest in improving customer service began in 1966. It was sharpened by an eight-year association with Gilbert/Robinson, Inc., the operators of Houlihan's and other concepts, as they grew from a regional chain to a national chain during the '70's. During this period, Susan worked as a corporate trainer, opening more than forty restaurants nationwide. During these openings she worked only with newly hired staff and noticed that some people seemed to have a natural predisposition for being successful in customer service. She began to develop her own theories about how this hiring process could be done more successfully and scientifically and what part motivation played in the retention of employees in an industry beset with huge employee turnover. In 1982 Susan became a speaker and consultant to be able to share her thoughts with the industry at large. After more than fifteen years of speaking she has refined her concepts to now be able to bring you a presentation that is not only highly motivational, yet also quantifiably implimentable.

In addition to speaking, Susan is the author of "The Secrets of Service: The Story of Making Your Customers Feel Good About Spending Their Money". Written in novel form, it is designed to help develop your customer service skills and strengths. In addition, Susan is a contributing author to the Hospitality Master Series which just released "50 Proven Ways to Build Restaurant Sales and Profits", "50 Proven Ways to Build More Profitable Menus", and "50 Proven Ways to Enhance Guest Service."

Susan's clients give her rave reviews for her presentations. "A unique ability to communicate," "able to relate to all levels of an organization," "Susan is one delightful bubble of enthusiasm" and "a valuable gift of knowledge presented in an entertaining way" are just some of the positive comments expressed by her many clients.

Programs Include

Attitudes, Values & Behavior

• Your Attitude is Showing
• It's Your EQ Not Your IQ
• Dynamic Communications

Internal & External Customer Loyalty

• Delivering Personalized, World Class Service
• Dynamic Customer Satisfaction
• Four Walls Marketing: How to Out Smart, Out Service and Out Sell Your Competition

Leadership & Team Building

• Recruiting, Retraining & Rewarding Your Winning Team
• Teamleader to Cheerleader: The Power of Leadership Change
• Building High Performance Teams