Interviewer:  Scott how did you get started as a speaker?
Scott:  I got a job right out of college working for a small amusement park that had just opened in a suburb of Cleveland, Ohio and one of my first tasks was to put together a training program for the young employees.  To prepare, I started devouring customer service books, motivational books, management books and ended up creating some pretty nice, effective programs.   Those programs helped me write my first book, “Who Cares? Creating A Culture Of Service In Your Business.”  Eventually, some friends in other businesses asked if I would present to their organizations and it took off from there.

Interviewer:  Do you miss working for the amusement park?
Scott:  I have loved amusement parks – and fun places in general – since I was a little kid and I am lucky enough to be able continue my work in that field.  I continue to work with the International Association of Amusement Parks and Attractions and work on a limited basis with the park where I first got my start.

Interviewer:  What makes your presentations different?
Scott:  I think the big difference is that most trainers “teach” and most keynote speakers “entertain.”  I make it a point to do both.  It doesn’t matter what type of presentation I’m making or who I’m making it for - you’ll leave with smile on your face - and at some point as you’re walking out of the room you’ll  say to yourself, “hey, I learned a lot today!”  

Interviewer:  What industries are your presentations best suited for?
Scott:  My presentations and workshops are all principle based so whether I’m discussing customer service, accountability, leadership or management the tools and ideas I share are valid no matter what type of business you’re in.  I’ve worked with funeral parlors, restaurants, convention & visitors’ bureaus, banks, Major League baseball teams and everything in between.  That’s why we say my presentations are a “blend of professional development & personal growth,” because my message not only reaches across all industries, it also is just as relevant in your personal life as it is in your professional life.

Interviewer:  Can frontline employees benefit from your presentations?
Scott:  Absolutely!  There are many companies and organizations that I work with where I work with managers in the morning and frontline employees in the afternoon.  Creating a service-focused, positive work environment is a two-way street and everyone has to be accountable for the success of the organization.

Interviewer:  Do you have a presentation or topic that is your favorite?
Scott:  I make it a point to create programs that I am passionate about.  So if I’m speaking about something – I like the subject.  But if I had to pick a favorite it would be my “Foundations of Service” program, because it is the culmination of everything I do.  People hire me to deliver the presentation because it’s about customer service and management, but what they soon discover is that it’s about people – and helping individuals reach their potential.  It doesn’t matter if it’s the organizations upper management, middle managers or the frontline employees – everyone wants to feel appreciated, needed, successful and “Foundations of Service” helps you achieve this.

Interviewer:  Can you customize presentations?
Scott:  Every presentation I do is customized to some extent, but if someone would like me to focus on a particular subject I will work with them to put together an outline so that we can be sure that they are addressing the needs of the group.

Interviewer:  What do you love best about speaking?
Scott:  Without a doubt, it’s helping people facilitate professional and personal change.  So many people spend their lifetimes being miserable working for people they don’t like, in a job they don’t care about.  It doesn’t have to be that way.  I help people change their perceptions and then give them the tools to make a difference.  I can’t think of doing anything that would be more fulfilling than this!