Guy Smith helps leaders and businesses reinvent themselves from the inside out - beyond making incremental improvements and into achieving powerful, sustainable, breakthrough results. Guy's dynamic style and expertise in leadership, customer service, diversity, employee satisfaction and linking employees to business strategy will reach an even wider audience.

Previously with Gaylord Opryland in Nashville, Guy headed the leadership and training of 4,000 employees for the 2,880-room resort and convention center. Focusing on leader and frontline development linking employees to business strategy, he led a team that created and implemented a resort-wide customer service initiative resulting in a 21 percent increase in customer satisfaction in just eight months. Guy also led the company's entrée into Diversity with an awareness program - the beginning steps to creating a culture that embraces differences.

Guy also served as the Vice President of Organization Effectiveness for the Methodist Health System in Dallas, supporting two hospitals, four family health centers and 3,500 employees. Guy was instrumental in helping the company achieve the Dallas Business Journal's "Best Place to Work" distinction two years in a row. Before joining the Methodist Health Care system in Dallas, Guy worked for Texas Instruments as a performance coach focused on developing and implementing customized training and cultural interventions across a spectrum of business areas. He also oversaw the company's enculturation process introducing the organization's values and critical success factors that encourage innovative thinking, and lessen time-to-contribution for new hires by 29 percent.

Earlier in his career, Guy spent 18 years with The Walt Disney Company in Florida primarily at Disney University and Disney Institute. Responsible for directing a 40-person team of consultants and facilitators while overseeing the operation of 30 training programs, he achieved an overall guest satisfaction rating of 4.75 on a 5-point scale. Additionally, he surpassed his $16 million dollar revenue goal by 7 percent. While there, he was responsible for identifying business solutions for organizations, and he consistently surpassed his sales goal by as much as 40percent. Guy began his career at The Florida School for the Deaf and Blind as a Vocational Counselor for the hearing-impaired and continues to use his sign language communication skills today. He graduated from Flagler College in St Augustine Florida and holds two B.S. degrees - one in Education and another in Psychology.

Known for his dynamic and unique presentation style, Guy is a certified practitioner of Crucial Conversations, Myers-Briggs Type Indicator, Design Dimensions International, and HeartMath, an approach to managing your physiology to direct behavior effectively in stressful situations. He is a member of CHART (Council of Hotel and Restaurant Trainers) and ASTD (American Society for Training and Development).

• The Yeah! Factor: Customer Experience - Many companies have mastered the art of transactional service...the basic steps and standards of delivery. But they are still missing the mark when it comes to winning customer loyalty. Those companies fail to recognize that customers don't come in standard sizes: expectations are unique to each of them. The Customer Experience component shows how to get your employees to go beyond just making the transaction. Participants learn how to create service that yields compounded interest...where every employee does just a little bit more then what customers expect. This creates a powerful customer experience.
  
  
• The Yeah! Factor: Employee Care - Most companies claim that their employees are their #1 asset while only a few truly treat them as such. If you want your employees to expend their discretionary energy - on creating customer experiences where your customers say YEAH! about your company, you have to show them that you care...and not just the annual "we-care-about-you" picnic. Care has to be embedded in the corporate culture and shown consistently. Establishing this kind of culture doesn't just happen. It has to be intentionally created, managed and evolved. It takes a commitment to the employee experience: the kind of commitment that goes beyond the quick fix. It's about setting the employees up for success providing opportunities for them to be heroes.
  
  
• The Yeah! Factor: Leading From Possibility - Good leaders approach their day by identifying problems and solving them. Great leaders approach their day by thinking possibility. It may seem like a tiny difference, but the two approaches are miles apart when it comes to creating results. Excellent leadership is about being able to see possibilities, choosing one and creating a plan for how to reach it. Then it is about being able to make choices daily on actions that get you closer to your vision...moving beyond the current reality. After all, those actions that reinforce your current reality will get results that you've already achieved. We assume that you want results beyond what you've already achieved.