Learn:
What "people first" really means
How FedEx taught employees "everything is urgent"
How measurement improves results in recruitment, training, worker injury, absenteeism, disability, turnover, performance failures, and much more
How to hire the best
The best recognition and reward programs

Indifference is the Enemy
Every company has a growth cycle, and it’s common for firms to experience a period of complacency. Even when enthusiasm prevails at the top, indifference toward the customer can find its way into the trenches of an organization. But that has to be overcome, says Frank Maguire, or customers will vote with their feet and leave unannounced. Find out why indifference is the enemy..and what to do about it.

Learn:
How customers translate your staffs’ actions into decisions about their continued relationship with you
How to get your employees to treat customers well
Why employees stop caring
Why typical incentives - salary and benefits - aren’t enough
How point-of-contact personnel make or break an organization

Creating Customer Equity
There are thousands of books on customer service. But most corporations fail to see the customer as their core equity . After all, customer relationships are hard to measure and never appear on a balance sheet. But in the long run, companies with carefully-managed customer relationships survive and prosper.

Learn:
The key signs of having good customer relationships
How to measure customer equity and report it
What it takes to build customer equity
How to teach staff the basics of customer relationship building
What employee validation really means

The Three Keys to Corporate Success
Some things never change. Find out what Frank Maguire says are essential to any company’s success -- yesterday, today and tomorrow.

Learn:
The immutable truths and practical skills that contributed to the invention and success of companies such as FedEx, KFC, BMW and Coca-Cola
What passion, choices and relationships have to do with the bottom line
Why companies have to be likable

Communications: The Critical Test For Corporations and the People Who Work for Them
Effective internal communications are the central nervous system of the corporation. When communications are not effective, people feel anxious and confused and they’re less productive. Frank Maguire defines communications simply as: message sent, message received and message responded to. It boils down to establishing credibility, respect, openness and trust.

Learn:
The importance of managers in communicating to staff
How to teach managers to communicate effectively
How communications can create enthusiasm, initiative and creativity
The role of communications in creating the corporation’s culture

Who Cares About Leadership?
Enormous productivity pressures, intense competition, and the stress involved in managing today’s workforce all contribute to an increasing attitude of cynicism toward the idea of "leadership." Yet leadership still matters and it can be learned. But it has to be practiced and personalized. Find out why Frank Maguire thinks leadership takes both courage and confidence : the willingness to go out on the end of a diving board and jump. It takes vision: the ability to see around the corner. It takes practicality: the skill of knowing what needs to be done to make it feasible for people to execute your requests. And it takes genuine enthusiasm for the effort: energy that must be passionate and real.

Learn:
The difference between leading by edict and leading by persuasion
How courage and confidence , vision, practicality and enthusiasm work together to develop a dedicated workforce
When to look back: is anyone really following the leader?
What to do when leadership - yours or someone else’s -- seems to be failing

The Simplicity of Sophisticated Selling
Almost every element of business has a selling component, yet this important concept is almost never taught in business schools. Selling skills are typically taught through on-the-job training. But there’s a philosophy underpinning effective selling and a winning approach that cannot fail. Frank Maguire boils it all down to listening with an open mind , hearing with understanding , and maintaining a sense of urgency and mission. Selling is an art, and the finesse needed in sophisticated selling is not taught as much as it is caught!

Learn:
The role of concrete communication
How to know the business intimately
Keys to maintaining the sense of urgency and timely response
How to harness your commitment to the product to increase sales

Building a Bullet-Proof Brand
Just the mention of your company’s name should conjure up a visual image of what you do and how very well you do it. Branding involves all forms of communications: advertising, packaging, logo, public relations, community relations and employee relations. But it also includes something far more important and yet far less tangible: trust. The relationship you have built with the public over time is the ultimate branding, and there is no substitute. At FedEx, the signature tagline "absolutely, positively overnight," would have been meaningless if it were not true. The same goes for companies like Google, Tiffany, BMW, Coca-Cola, and more. Discover the art and science of branding.

Learn:
How to create a timeless brand that continues to seem fresh and real
Ways to portray the company as the "best of breed" in your sector
Ways to continue to develop your relationship with customers and with the public at large
How to capitalize on good news - and deal constructively with bad news - to keep your brand healthy and strong

The Maguire Absolutes
Passion, attitude and relationships, three universal principles that, when used intelligently, can ensure the success of any business.

We Cannot NOT Communicate
We do it by our presence, by our absence. We do it by our silence and by our words. We do it by our choices, gestures and attitudes. We may not always do it well, but we always do it.

The Employees’ ROI
A motivated and dedicated workforce makes an enormous contribution to the bottom line of any business. The key to finding and maintaining a dedicated staff requires clear communications and a leadership style that relates to each individual employee.