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    Finally - Motivational Speaking isn't boring anymore!

Michigan keynote speaker Charles Marshall

“Charles had just the right tonic and bounce to kick off our conference in the right way! His energy was contagious and set the tone for one of the most successful conferences we’ve had in years.”
Phil Jenkins, Executive Director
Select Registry- Distinguished Inns of North America
Marshall, MI

Michigan Funny Keynote Speaker

Available for events in Michigan and world wide Specializing in Customer Service and Personal Development

Charles Marshall is a leading Michigan humorous motivational speaker who travels all over the United States bringing excitement and energy to business meetings everywhere. His style and skills as a Michigan funny speaker will leave your audience rolling in the isles.

Michigan humorous motivational speaker Charles Marshall

Michigan humorous motivational speaker Charles Marshall

Charles loves to visit Michigan, The Great Lakes State, with its beautiful scenery and great people. He has always had a great connection with his Michigan audiences since 1991 as a funny speaker in Michigan at a wide variety of events. Charles is the right speaker to keep your event lively, from your annual conference to your Christmas party to your awards banquet, Charles Marshall is the Michigan keynote speaker for you.

Having Charles, as a humorous speaker, at your next gathering is a sure way to ensure success.

Choice One Bank

“Funny keynote speaker Charles Marshall brought energy, enthusiasm and humor that immediately engaged our staff. Charles has the ability to tell stories that make you laugh and yet deliver a real message of how to take personal responsibility to deliver good customer service. In the words of the bank President, ‘Charles Marshall Hit the mark!’”
Becky Boyle, Benefit & Training Administrator
ChoiceOne Bank
Kent City, MI

Funny motivational speaker in Michigan Charles Marshall

Funny motivational speaker in Michigan Charles Marshall

“I knew as soon as I watched your videos that you would be a good fit for our conference and you did not disappoint! No surprise that you scored so high on attendee evaluations. I expected you to be funny but didn’t know we were in for such an uplifting message. And I’m so glad you arrived in time for our Opening Reception. How nice that you can walk into a room full of strangers and be so completely comfortable and friendly! We enjoyed your company!”
Anne LaPine, Marketing Director
The Payments Authority
Troy, MI

Funny motivational speaker in Michigan Charles Marshall

Funny motivational speaker in Michigan Charles Marshall

“Charles spoke at our Annual Meeting and his humorous presentation style was well-received by all of our employees.  The consensus was that he was not only funny, but also entertaining, thought-provoking, and inspiring.  Employees appreciated his fresh perspective on customer service.”
Julie Palmatier, AVP, Human Resources Director
Hastings City Bank
Hastings, MI 

 

 

Funny Inspirational Speaker in Michigan Charles Marshall

Funny Inspirational Speaker in Michigan Charles Marshall

“I received so many positive comments on your presentation from our team members. You did an awesome job! You created laughter at the end of a long day and intermingled the customer service messages. I was delighted with the format and the delivery.  It was a true pleasure to have you speak at our annual team meeting.”
Jan Price, VP Human Resources
Stevens Worldwide Van Lines
Saginaw, MI

 

“Charles proved to be the right choice to kick off our conference with an inspiring humorous presentation that our audience was talking about throughout the following couple of days. Charles Marshall is a true professional that has the right mix of humor to get people’s attention and then deliver an impactful message of how to provide amazing customer service. I would hire him again without hesitation.”

Jeff Franzine, Sales Executive
Photo Marketing Association International
Jackson, MI

Alliance Franchise Brands

“Entertaining? Yes! Humorous? Yes!  Clear Message? Yes!  Charles Marshall delivered an entertaining, humorous view on the Seven Powers of Success in a clear, simple and understandable manner.  Engaging his audience, Charles kept the attendees interested and encouraged participation.”
Dirk Nelson
Alliance Franchise Brands, VP of Operations
Plymouth, MI

Customer service basket case

Customer service in Michigan means never saying “no.”

I went into a sweets store at the mall this past weekend to buy a gift basket for a visiting client. As I browsed the store’s shelves, I noticed the goodies in the baskets looked less than appetizing, so I asked Jeff, the customer service representative, if he could make a fresh basket for me.

“No,” he said, “I can’t do it for you today.” Then he went back to the counter and waited on another customer.I thought about it for a bit and then reapproached Jeff. “Why can’t I get a gift basket made today?”

“Because my basket guy has already gone home” he replied. “He won’t be back in until Monday.”

I went into a sweets store at the mall this past weekend to buy a gift basket for a visiting client. As I browsed the store’s shelves, I noticed the goodies in the baskets looked less than appetizing, so I asked Jeff, the customer service representative, if he could make a fresh basket for me.

“No,” he said, “I can’t do it for you today.” Then he went back to the counter and waited on another customer.

I thought about it for a bit and then reapproached Jeff. “Why can’t I get a gift basket made today?”

Keynote speaker in Michigan Charles Marshall

Keynote speaker in Michigan Charles Marshall

“Because my basket guy has already gone home” he replied. “He won’t be back in until Monday.”

Now, you should know that whenever I am confronted with stupidity, it’s re ally, really hard for me not to smart off. Sometimes, I’m able to hold back if I try super hard. This wasn’t one of those times.

“Does your basket guy have some sort of special basket-creating license that allows him, and nobody else, to put candy in a basket and wrap it?” I asked.

“Well, no, but he’s the only one that knows how to work the shrink wrap machine.”

You just can’t make this stuff up.

Sensing that a solution might be in sight because I have some experience with shrink wrap machines, and thus have been fully trained in the mysterious art of shrink-wrapping, I thought I might mention this to Jeff and see if he might be open to me stepping in to pinch hit.

“Hey Jeff, I know how to work a shrink wrap machine,” I began. “It’s a pretty straight-forward operation. You just slip the basket in, seal it and then heat it, right?”

“Well, it’s hard because the plastic wrap can get holes in it and stuff,” he replied, and then turned away and walked back to the counter.

I’ll admit that Jeff’s amazing powers of customer non-service almost had me stumped, but I knew in my heart that if I tried hard and exerted all of my creativity and will, I might be able to draw from Jeff the customer service I needed. So, I thought I would spell it out for Jeff and see if I could get him to rise to the challenge.

“Jeff,” I began, looking him square in the eye, “I am trying to give your store some MONEY. What I’d like for you to do is offer me some options that will allow me to do that. What are my options for buying something nice for my client today, not Monday?”

“Well, I can’t make you a basket, but I guess I could make a gift box for you.”
Hallelujah and pass the peas. A customer service convert. One down, about a billion to go.

The principle that I was subtly trying to get Jeff to understand was that you never, ever tell a customer “no.” Instead, replace that word with the words “no, but…”
In Jeff’s situation, the conversation might have sounded less like, “No, you‘re out of luck” and more like, “Hmm, I can’t get you a fresh basket right now, but how about some of our fresh pralines and fudge in one of our gift boxes?”

How hard would that have been?

There are several reasons to use this approach instead of saying “no.”
1] When you tell a customer “no,” you risk sending them down the street to your competition. There are just too many people waiting in line for a customer’s business for you to shut them down cold.
2] The word “no” is offensive. There are too many great alternatives to use instead.
3] When you offer options, you show the customer that you actually care.

Which brings me to my final point. Before saying no—and I know this is really going to stretch a lot of folks out there—why not just try! Give it a shot. Go for it. Give it a whirl.

If you fail to make the figurative gift basket, you can always default to the “no, but…” method afterward.

In a tough economy, there are only two types of businesses in Michigan: Those that offer excellent customer service and those that are either going out, or have gone out, of business. Which one do you want yours to be?.

© 2013 Charles Marshall. Charles Marshall is a nationally known humorous motivational speaker and author.

Charles  is based out of Georgia but is available to speak in: Detroit, Michigan, Grand Rapids, Michigan, Warren, Michigan, Flint, Michigan, Sterling Heights, Michigan, Lansing, Michigan, Ann Arbor, Michigan, Livonia, Michigan, Dearborn, Michigan, Clinton, Michigan, Westland, Michigan, Farmington Hills, Michigan, Troy, Michigan, Southfield, Michigan, Kalamazoo, Michigan, Canton, Michigan, Waterford, Michigan, Wyoming, Michigan, Rochester Hills, Michigan, Pontiac, Michigan, Taylor, Michigan, Shelby, Michigan, West Bloomfield Township, Michigan, St. Clair Shores, Michigan, and Saginaw, Michigan.

Humorous Motivational Speaker Michigan – Keynote Speaker Michigan – Corporate Comedian Michigan

Need a humorous motivational speaker? Call or e-mail our office at charles@charlesmarshall.net for fees and availability.
M Power Resources, LLC
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682-6070