aBOUT Roy

You’re probably here because you’re looking to change the way you do business: whether it’s to

• Increase the bottom line,
• Create a better experience for your customers,
• Balance the priorities in your life, or
• Contribute to the community around you.

You may be wondering what kind of background I bring to my coaching and presentations;  how can I help you?

I think of myself as a “customer service activist,” showing retail businesses how to compete in a hyper-competitive world through relationship building and going the extra mile with customers. I developed my approach over more than 25 years of experience in all facets of marketing, wholesale, retail, and manufacturing in the giftware industry. I know what it’s like to review the books at the end of the month, wondering what to stock, whether it’s time to hire new staff and whether to change opening hours or drop prices. Over the years, I’ve seen the good, the bad and the ugly when it comes to customer service, and I can coach your staff on how to be the best.

My presentation style has been described as a blend of comedian, story teller, therapist and teacher. I help individuals and organizations to grow their business and increase revenues, by significantly changing their attitude about serving and connecting to their customers. I do this through dynamic and inspirational training, with a good dose of humour.

My background:

• 25 years working in and with retail businesses.
• Owned a 1200 sq ft card and gift shop in Vanier Ontario Canada for 5 years and enjoyed mediocre success due to naivete  and inexperience
• Went on a personal crusade to learn about customer service and what is now called the “Customer Experience”.
• Co-owned a glass blowing company and sold product throughout North America
• Had a giftware sales agency for 15 years and represented companies such as Crabtree & Evelyn and Enesco in Canada
• Began my speaking career with the arrival of Walmart in Canada, became the ‘go to’ motivational speaker for chambers of commerce for hundreds of communities across Canada and the United States
• Presented more than 300 workshops and keynote presentations on the subject of Success in Retail and customer service
• Worked with thousands of businesses worldwide
• Author of the bestselling book, Turbocharge Your Retail Business: How to Outmaneuver and Outperform the Big Guys
• Guest lectured at Simon Fraser University on “The Future Consumer”
• Contributed regularly to The Financial Post, the National Post and The Vancouver Sun on the subject of Small Business
• Also contributed to CTV, Shaw Cable, Rogers Cable and community newspapers across North America

I’m passionate about turning North America’s business owners into “Customer Service Superstars,” and I guarantee that you will be a transformed person after attending one of my events.

But you don’t have to take my word for it; check out what my clients have to say on my Testimonials page and on LinkedIn. If you like what you read, give me a call to schedule a complimentary introductory session.