Motivational, battery charging seminars with hilarious true experiences,
documented facts and stories that touch hearts.
WHAT TO SAY AND HOW TO SAY IT
A lot of people say they are tired of the way they are treated, not only at work or as a customer,
but even at home. I hear this:
“I want to be treated with respect, to be listened to, to be appreciated.”
“I want to enjoy my work, to have more fun and be happier, to have
job security, and to be loved.”
At the same time businesses and organizations want less absenteeism, more productivity,
fewer mistakes, and in some cases more profits.
Do you realize that every time we answer the phone or greet someone face-to-face we are
knowingly and unknowingly sending signals which they use to decide who we are, what we
stand for, and how we deserve to be treated? Within just seconds, they are deciding if we are
intelligent or not, if we know what we are doing or don’t have the foggiest, if we like or dislike
what we are doing, if we want to help them or could care less, if this is going to be a pleasant
experience or not, and on and on... And at the same time those signals not only represent us,
but also our organization, department or company.
And because everyone “feels and acts in split seconds, and then thinks later”, they treat us
according to the messages we just sent them. Therefore, “What We Say & How We Say It”,
is of the utmost importance in our personal lives and our careers!
Some things we can’t change in life, but we can CHOOSE how we respond to people and
events in our lives.
We can CHANGE how people will view and treat us in just 4 easy STEPS! At the same time
we can take certain STEPS to be happier, which will help us handle stress, tension, and pressure
better, so we don’t tire and burnout.
So if you want to make some changes in your personal life or your business, “DON’T WAIT FOR
THE HAPPY BUS TO COME”, take control today and learn the steps that will make you more
successful at work, home, and play!
YOU MIGHT FIND THIS
I NTERESTING ...
W HAT ARE YOU SAYING BY
The Top 4 Complaints from THE WAY YOU ANSWER THE
Customers and Patients are: PHONE OR GREET PEOPLE
• Employees are rude!
• Employees are demanding! FACE TO FACE ?
• Employees are impatient!
• Employees are abrupt!
T HE D OOR OPENS ...
T HE P H O N E RINGS ...
“How many customers/patients and employees
will you send to your competition today?”
By the way you greet people you are saying:
• We have experience . . . or NOT
• We care . . . or NOT
• We are fair . . . or NOT
And Yet... • We can get the job done . . . or NOT
• We want to help . . . or NOT
The Top 4 Complaints from • You are important ... or NOT
• Customers & patients are rude!
You make the decision on how I see you and
your business by the way you answer the phone
• Customers & patients are demanding!
or greet me face to face.
• Customers & patients are impatient!
• Customers & patients are abrupt! • Did you convince me by the way you greeted me today
that you are qualified to take care of me?
• By the way you greeted me today did you reassure me
At the Same Time: that I want to continue being your customer?
• By the way you greeted me today are you inviting me to
Managers are saying they can’t be frustrated with you and your business?
find good employees who are • By the way you greeted me today did you imply that
loyal... and employees are saying you have too much business already?
they wish they could find a job • By the way you treated me today, did you make me
want to choose you over your competitors?
where they are appreciated and
• By the way you treated me today did you make me
want to tell others about the excellent service I
O WNERS , M ANAGERS ,
S UPERVISORS ......
Here are SOME “The employee doeth unto
of the things you will learn... the customer as the manager
• The underlying “roles” of successful just did unto the employee”
• A 3 step formula for effective counseling
• What to do when someone has not
COULD YOUR BUSINESS USE:
responded after being counseled • Less Absenteeism?
several times • Motivated Employees?
• “Setting the stage” for less absenteeism, • Customers who are Loyal?
more productivity & fewer mistakes • Employees who are Loyal?
• Areas in which you can be an example • More Profits?
• Tips for making meetings more fun
• Motivating people to work together ARE YOU IN A RUT?
• The power of commending people Learn ways to charge your
battery and refresh your life!
Real experiences about managers that
All seminars are CUSTOMIZED will have you laughing, yet thinking,
“Oops, I’ve done that!”
to fit your needs. Are you stumped on how to deal with
With over 30 years of experience Sid can help anyone certain people?
who oversees a group of people manage more suc- Have you “tried everything” to change
someone and nothing has worked?
cessfully by using often overlooked steps that work.
Do you need to address a “touchy”
Why waste time mulling over hundreds of books look-
situation, but don’t know where to start?
ing for a few specific answers? Why complicate your
life with empty theories that never seem to work in
“the real world”? Sid can help you get the most out
of your group with the least amount of stress!
Recharge your organization!
Sid provides real experiences about managers,
owners and organizations that will have you laughing
while thinking “Oops, I’ve done that.”
CUSTOMER SERVICE SKILLS TO KEEP &
Customers & Employees COMING BACK
Here are just some of the things you’ll learn................
• 4 STEPS that make every customer and employee contact better
• WHY we should give great service (Surprise! It’s not what you think)
• Why customers quit and how to prevent it
• How to make every customer and employee feel important
• What is the “right” first impression and how to achieve it
• The secret to successfully diffusing an angry customer
• TELEPHONE TECHNIQUES
1. What to say when we answer the phone
2. What to say on our voice mail or answering machine
3. How to put people on “hold”
4. How to screen calls if we have to
5. Making callers feel important
6. Completing the conversation
7. Handling irate callers
8. What to say when calling customers or prospects
9. Called party is not in
10. Answering someone else’s phone
11. Acknowledging others so they feel good about calling
12. Giving the right impression of us and our department or company
And much more............
• The art of asking questions
• How to handle upset or stressed customers and employees
• Listening skills (Huh?)
• Developing voice qualities needed for success
• How to “charge your battery”
• How to bring out the best in our self and others
• Choosing how we react and respond to people and events in our lives
• How to maintain our ENTHUSIASM
• The power of empathy and how we can use it
• How to have fun and be happier every day (and show it)
Learn the 4 steps that can change your life today!
“Take control of how people view and treat you!”
A RE YOU S TRESSED ?
DO YOU ...
...press the elevator button more than once?
...count the items in the cart in front of you
in the express lane?
...wake up and you’re already in a bad mood?
...cringe when the phone rings?
...dread waiting on one more customer?
If you answered yes to one or more of the above, you’re . . .
D ID YOU KNOW ...
...stress reduces productivity and increases absenteeism?
...stress actually doubles your chances of a serious illness?
...when you are stressed you WILL make more mistakes?
...stress affects not only you, but also those around you?
(even when you think you hide it well)
...stress can sicken and even kill you?
W OULD YOU LIKE TO BE ABLE TO :
• Have fun at work, home and play?
• Change the way people view and treat you?
• Know how to bring out the best in yourself and others?
• Learn how to nourish your self-esteem?
AS AN INDIVIDUAL, DO YOU WANT:
• To be listened to?
• To be appreciated?
• To be happier?
• To be respected?
We will show you the steps to take
to achieve these goals with I MMEDIATE RESULTS !
“This is the best investment our company could have made!”
“ Have you ever been to a
seminar that was boring and
“We’ve had a tremendous increase in business as a result of
using Sid’s services!”
you could hardly stay awake, “Our people are still smiling and applying what they learned
let alone pay attention? And at the seminar after several months!”
in the next room you can “This is the most practical, beneficial, and enjoyable seminar
I have ever been to!”
hear those attending another
“Sid’s stories, real life experiences and illustrations had us
seminar laughing so hard it is laughing, crying, and just feeling good about people!”
almost disruptive. You wish “Thanks for a wonderful evening! I have never left a seminar
you were in that seminar. as refreshed!”
And then at the break you “It was awesome to see a crowd that entered the seminar
with a negative attitude of being forced to attend, leave this
go into the hallway and same seminar smiling and laughing as though they were
everyone coming out of that leaving their favorite concert. I have attended many semi-
seminar is still laughing and nars and have never experienced this before!”
“This seminar was beneficial, enlightening and very enter-
acting like they can’t wait to
taining. Along with laughing and having fun, Sid taught me
get back in to the seminar. how to come across to my customers in a positive way and
Well, today you are at that let them know they are special!”
seminar! Today I’m proud to
introduce Sid Hurlbert..
” S OME OF S ID ’ S CLIENTS
Texas Commission for the Blind • American Institute of Banking • Rochester Institute of
• American Red Cross Technology
• Binghamton University • State of CT DSS
“When I watch Bill Cosby making
light of a real world situation, I
• Cornell University
• Corning, Inc.
• State of NJ Judiciary
• Supreme Court of Virginia
• Texas Commission for
• Departments of Social Services the Blind
find myself laughing and all of a • Eastman Kodak Co. • Texas Independent
sudden realize I do that same • H-E-B Food Stores Automotive Association
• Home Depot • The Assisted Living
thing. It’s the same way with Sid • Industrial Management Group Federation of America
Hurlbert’s Seminars and videos; • Farmers Insurance • Toastmasters
• Lourdes Hospital • Undercar Digest
they open your eyes to things • National Committee to • United Recyclers Group
you never recognized you were Prevent Child Abuse • US Army
• Northwest Propane Gas • US Department of Health
doing. Sid Hurlbert is the Bill Association and Human Services
Cosby of customer service..
Dale Henslee Henslee
Television Productions, Boerne Texas
” • NPGA-National Propane Gas
• Wells Fargo Bank
• AND MANY MORE...
• PA Public Transportation
Speaking Seminar Delivery Options
• Keynotes • In-House Seminars
Keynote addresses can be provided to All seminars provided by Sid can be conducted
underscore and complement the theme of in-house allowing flexibility of schedule and easy
conventions, award ceremonies, quarterly accessibility by employees. Seminars can be tailored
reviews, project kickoffs, etc. to fit your needs, goals, prime areas of concern or
• Luncheon or Dinner Speaker interest, etc.
Uplifting and informative speeches can be
provided with focus on specific themes. • Public Seminars
• Fund-raising Your company can sponsor a general seminar,
Motivational sessions can be provided either typically open to the public, providing you with
for internal organizational benefit, or aimed at extended media exposure while deferring some costs.
an audience of sponsors, supporting foundations
• Workshops / Break-Out Sessions
Special workshop training and facilitation • Employee Meetings
sessions for management and/or employees Through “Mini-Seminars”, briefings or motivational
can be provided stand alone, or in conjunction sessions, the essence of any of the “What to Say
with seminars. and How to Say It” themes can be integrated into
• General Sessions company meetings and aimed toward specific
• Commercials company objectives.
Understanding the importance of minimizing disruption to your business, we offer scheduling flexibility
to accommodate your unique requirements. Seminars can be conducted in morning, afternoon and/or
evening sessions, allowing your employees to attend at different times, thereby having less scheduling
impact to your ongoing business operation. The availability of evening seminars also allows spouses
and mates to attend, and even their teenagers.
S EMINAR THEMES
• The Keys to Keeping Customers & Employees • Protecting and Nurturing Valuable
Coming Back Relationships in Your Life
• Telephone Techniques and Face-to-Face • Back to the Basics: Effective Tools for the
Communication Skills Sales Professional
• Maintaining Focus & Perspective in Stressful • Delivering Exceptional Customer Service
Job Environments • Managing and Motivating People
minimizing “Burn-Out” while maintaining &
enhancing performance • Fun at work...WORKS!
Several individual seminar themes can be combined if desired, and seminars can also be scheduled
in conjunction with other speaking or consultation services, resulting in a solution tailor-made for
your company’s needs.
WHO IS THIS SID HURLBERT ANYWAY?
Sidney C. Hurlbert has established himself as a nationally-recognized human
relations consultant and motivational speaker who takes a lighter, smarter look at
managing for results. He delivers unique and insightful high-value keynote presenta-
tions and seminars. From the speaker’s platform, Hurlbert combines his powerful
messages, humor and insight with an entertaining twist, creating a dynamic group
learning experience that transforms the way people relate to themselves, fellow
employees and their customers.
Hurlbert’s themes encompass customer service & loyalty, developing leadership,
and overall communications skills while underscoring the power and importance of
fun in both business and personal interactions. His exceptional gift as a motivator allows Hurlbert to explore
anything and everything in order to deliver customer service accomplishments and stimulate communica-
tions success. His professional and personal experiences propel his outstanding “real world” analysis of
communications skills, motivation, and customer service behavior.
His skillful management of inter-personal communications enables Hurlbert to educate and motivate
clients through his unparalleled ability to relate to people at all levels. By instructing participants in the art of
“What to Say and How to Say It”, Sid’s high-energy seminars inform, entertain and inspire audiences to new
levels of understanding in personal communications. He’s able to share through experience what works,
what doesn’t, and why. His unique humor based delivery results in his messages being internalized, taken to
the home and office, and converted into achievements.
Hurlbert’s business knowledge, humorous style and dynamic speaking skills place him in great
demand. He lectures extensively, averaging over 200 seminars annually throughout the United States,
Canada and Europe to a wide variety of professional, corporate, academic, and civic groups. His company
provides motivational tapes, workshops, and personal development seminars carefully designed to meet the
specific needs of companies, organizations and individuals. With over 30 years of extensive front-line /cus-
tomer service exposure and professional speaking experience, Sid is in touch with the challenges
confronting you and your people every day.
If you want a professional who consistently offers excellence and who approaches learning from a
unique perspective, then call on Sidney C. Hurlbert for your next conference. Over ninety percent of Sid’s
business is from referrals and repeat speaking engagements.
Whether you are interested in maintaining the skills and tools learned in the “What to Say
and How to Say It” seminar, or you just want to share the wonderful seminar experience with
friends and family, we have assembled a range of video tapes, audio tapes, books and other
products to assist you. Visit our website for a current listing of product offerings.
If you want to LAUGH, LEARN and get results that LAST...
Call Sid! You’ll be glad you did.
Sidney C. Hurlbert
P.O. Box 293806 • Kerrville, TX 78029
Fax: 830-896-4612 • E-mail: email@example.com