Jake is a leader in customer service excellence, inspiring countless audiences with his vision for world-class service. He is a thought-leader, an inspiration and a catalyst for change for organizations who want to raise the bar on their customer service.

And Jake doesn't do just that… he does his homework on your group/ organization. He will customize his presentation around your needs and desired outcomes to ensure they are met.

Most Popular Topics (customized to your group)

• Creating a World-Class Service Organization
• Everything Speaks: Paying Attention to What the Customer Sees, Hears, Smells, Touches… and
• How it Makes Them Feel
• Creating Legendary Leaders
• The Art of Storytelling
• Loyalty is Not the Same Thing as Satisfaction
• Creating Service Fanatics
• Leading and Inspiring Service Excellence
• Understanding Customer Expectations

Jake Knows the Healthcare Industry

Jake will share best practices and lessons learned from working directly with top healthcare organizations. Jake has successfully implemented dynamic cultural changes with many clients by creating service-focused organizations and solidifying the infrastructure to achieve objectives involving employee, physician and patient satisfaction along with fiscal performance. Jake helps organizations from the design and blueprint process, to creating architecture that is patient-centric, to the completion of training and complete integration of the service excellence change.

A Collaborative Team Approach

Jake's consulting firm ILS, is dedicated to augmenting the performance of healthcare organizations through proven consulting techniques and fully engaged hands-on training workshops in customer service, leadership development, and strategy articulation.

ILS principals Jake Poore, Paul Grossman and Brian Wong, MD, along with their associates have worked with highly respected institutions inside and outside the healthcare industry across the nation. With their eclectic background and proven expertise, your ILS team understands what it takes to create world-class service, capture value and sustain excellence. There is no “standard solution” at ILS; each solution reflects the unique character of each client, with customized programs that fit each organization?s individual needs and vision of enhancement.

Team ILS brings over 85 years of combined service and training experiences gathered at The Walt Disney Company, and over 10 years of adapting and adopting these best practices in healthcare institutions like yours.

We design and implement customized solutions that earn patient and employee loyalty for our clients. In addition to our own methods, we have learned how to adapt management practices from companies like Disney, Southwest Airlines and Ritz Carlton and help clients implement them in ways that fit with their existing organizational culture.

We firmly believe there is a direct correlation between employee and physician satisfaction (the “Yin”), customer and patient satisfaction (the “Yang”) and the practice of medicine. We use our guiding compass as a tool for you to use to take care of your referring physicians and employees, treat them as valued customers, arm them with the ability and motivation to become service heroes and, in return, win their hearts and minds. As a result of this investment in your most valuable asset – your human capital – your physicians and team members will take the time to build life-long relationships with your customers, enabling the practice of truly excellent clinical care.