Ross Shafer
About
Ross talks about how professional and personal success follows from one's commitment to being accountable--when we are the architect of our own life, we will have more time, money and happiness.
Audiences learn that they can no longer blame “government regulation,” “the economy” or “the competition” – or “changes in management" -- for their discontent. Focus on what you can control. Personal growth and opportunity always emerge from realizing that nobody cares more about your career and success than YOU do. Be accountable – and you won’t have to wait for anybody to elevate your position in work and life.
6-time Emmy Award Winning TV host, comedian, and writer; Author of 9 Business Books & Entrepreneur
Past clients include: ACE Hardware, Aflac, Hilton Hotels, Hyundai, iPipeline
Click Here to Watch Ross' Virtual Presentation
About Ross Shafer - Best-selling Author and Hilarious Change & Customer-Experience Expert:
Six-Time Emmy Award-Winning Comedian, Network TV Host and Best-Selling Business Author of 10 Books on Reinvention and Resilience.
With more than 35 years of experience in show business and media, the six-time Emmy Award-winning comedian, writer, and former network TV host Ross Shafer is also a man who simultaneously began his business career at the age of 21. He subsequently rescued 23 different companies from bankruptcy and resold them.
Ross’s peculiar combination of experience led to his writing (10) popular business books (Nobody Moved Your Cheese, The Customer Shouts Back, Grab More Market Share, Customer Empathy, Are You Relevant? Absolutely Necessary, Behave Like a Startup, Success: It’s on You, No More Customer Friction, and his latest (2021) book on resilience, titled RATTLED).
Ross has spoken and consulted for 3,000+ clients including Apple, Microsoft, Chrysler, Adobe, MetLife, Hyundai, Hilton Worldwide, AT&T, Marriott, FedEx, and Toyota to name a few. His unique insights on raising customer scores became a game changer when he dismissed the notion of “WOW-ing the Customer.” Instead, he blamed low scores on the devastating impact of the POW moments (customer gut-punches by your failures). According to Ross’s research and client case studies, POWs can erase the WOW effect and cause customers to abandon a business forever. Ross believes, “The pandemic taught us we don’t have to over-delight everyone. We just need to make fewer blunders. Don’t disappoint customers and your customer scores will soar.” Ross Shafer offers entertaining and eye-opening perspectives for individuals and organizations to achieve resilience by paying attention to the evolving influences around them.
Topics
What Ross Shafer Talks About:
HOW TO SUSTAIN A RELEVANT CULTURE
In this wildly entertaining keynote, your attendees will benefit from these takeaways:
(1) RELEVANCE IS…THE MOVING TARGET
A culture must be constantly curated. Your team members want to be part of a dynamic organization that is nimble enough to adapt on demand. Ross will inspire your teams to replace complacency with out-of-silo thinking. Ross shares tactics for cultivating an endless supply of fresh ideas and solutions.
(2) CUSTOMER/CLIENT EXPECTATIONS HAVE EVOLVED
In his book, “No More Customer Friction” Ross shares case studies for how his WOW vs POW discipline caused satisfaction scores to skyrocket by preventing customer gut-punches, reckless customer disappointments, and inexcusable blunders that make customers choose your competition.
*A full breakout session on this topic is also available.
(3) THE RELATIONSHIP-BUILDING SECRET NOBODY TALKS ABOUT
Should we work overtime to create real relationships, or should we let A.I., and CRM’s do it for us? The answer is BOTH. Ross will teach you a little-known practice used by talk show hosts to generate trust and instant rapport.
(4) YOUR CULTURE IS DEFINED BY YOUR FINAL INTERACTIONS
Loyalty is tied to the emotional story you tell in the last few moments of every transaction. Beware of asking for customer evaluations. The wrong approach can destroy an otherwise perfect customer engagement. Ross will explain how this works.
HOW TO GROOM CONFIDENT LEADERS
Every organization needs bench strength in their leadership. Ross Shafer’s personal stories of leadership success weren’t on anybody’s radar.
He was a young boy who grew up on the Puyallup and Chemeketa Native American reservations. (Ross’s heritage is Blackfoot). He was a shy and insecure kid yet, after high school, he bought 23 companies without any money or experience managing people, inventories, or projects. In a very short time, Ross was tapped to lead TV production teams and hosting (5) Talk and Game Shows for FOX, NBC, ABC, MGM, and USA networks. He won six Emmy Awards. Ross’s tactics for going from nothing-to-everything has resulted in (10) popular business books and delivering keynote speeches to Fortune 500 companies all over the globe. Here’s what your audience will learn in this keynote.
(1) START WITH QUICK WINS. Being a great leader requires extreme confidence. Ross will describe how setting/achieving small goals will help you overcome your fears and build trust with your teams. A series of quick wins will equip you for limitless outcomes.
(2) IGNORE PEOPLE WHO DISCOURAGE YOU. Your friends, family, and coworkers may unwittingly set fire to your dreams.
“You haven’t paid enough dues to lead a team like ours” – “You’re not a natural leader.” – “What makes you think you have what it takes to manage projects?” Ross was rattled by all of the same roadblocks…until he figured out ways to stop listening to the naysayers and remain focused on successful outcomes.
(3) ANYBODY CAN BE A LEADER. SOME PEOPLE JUST QUIT TOO SOON. Extreme success requires an obsession with the goal. You simply must be willing to work harder and longer than your competition. You have to be balanced enough to champion the efforts of others so that nobody is hurt by your obsession.
(4) SUSTAINING LIFELONG CONFIDENCE. Regardless of your job or position, great leaders in any profession require constant study, empathy, and adaptation. Ross will talk about Bill Nye, The Science Guy (whom he created), Chuck Shafer (his father), and Dave Hopla – the World’s Greatest Basketball shooter. Funny and insightful, this discussion will convince everyone that leading well is indeed accessible.
THE ULTIMATE EMCEE
As a network talk & game show host, Ross Shafer is frequently asked to be the interactive “traffic cop” for a multi-day convention. He has interviewed world leaders and celebrities and is extremely comfortable hosting an executive roundtable or expert panel. His style is to engage the audience to set the tone of your event, review what they’ve learned, and get everyone excited for what’s coming next. He often likes to present “from the floor” so that he can thread the dialogue throughout your conference for better retention.
Recent Publications
"Ross Shafer’s brilliant combination of humor and highly humanistic messaging got a thunderous and sustained standing ovation from our nearly one thousand top performers. After talking about the importance of showing respect to others and creating relationships, Ross stayed for an additional two hours to satisfy the scores of our agents who wanted to take selfies and chat with Ross."
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