The Four Seasons Hotel chain prides itself on care and personal service getting to the heart of what the customer truly wants. That’s what this experience is all about – How to provide consistent care while delivering a truly personal experience for each and every guest.

This experience takes place at the fabulous Four Seasons Hotel in West Palm Beach, Florida.

On Day One you’ll check in and be provided a list of “homework” and assigned tasks for you to complete during your stay at the hotel. That night, we’ll start with an opening cocktail reception and a fabulous dinner at one of the hotel’s restaurants.

The next day, we’ll first meet with key hotel staff and management in a private setting. After that, we’ll spend the rest of the day discussing the Four Seasons philosophy and what actionable takeaways we can learn, improve or apply to your own organization.  Evergreen Experiences have no affiliation with the hotel or properties themselves. We’ll discuss our initial homework, and what we liked or disliked from our experience.

We’ll end at 4 PM and everyone will leave with a clearly-defined strategic direction based on .

How do the best get better? How does an organization continue to innovate and improve when the organization doesn’t even need to work to sell its products and services and the phones are ringing off the hook!

One way is that the organization continues to ask the question –  How can we provide our customers with a truly memorable experience?

This experience takes place in Washington, DC at the home of the Washington Capitals and Washington Wizards.

The experience starts with a stay at the Ritz-Carlton in Pentagon City.

We’ll meet for dinner, and then attend a game that night to experience the real-world challenges of putting on a truly memorable event, day in and day out.

The next day we’ll learn from the Capitals and learn exactly how, as an organization:

• They’re always looking for ways to get better
• What makes them unique and how they’re different from other teams in the league
• How they still work hard, even when they’re at the top
• How this world-class organization continues to relentlessly focus on driving a remarkable customer experience
• How they measure success and what steps they take to ensure results stick

We’ll adjourn our meeting at 4 PM the following day.

2.5 Day Experience

When it comes to world-class customer experience, Disney is at the top of the list. Disney delights its customers young and old, from the moment they purchase their tickets to the moment they exit the park. Disney puts a value on the lifetime customer relationship and as a result, has a 70 percent return rate for first-time visitors.

In this experience, we’ll do our own deep dive into the Disney Experience looking at the good, the bad, and the ugly.

First, you’ll check into the fabulous Four Seasons Hotel in Orlando. We’ll start the experience with a wonderful cocktail reception and dinner.

Day 1

We’ll visit the parks on our own terms. We’ll ride the rides, and we’ll have fun, but we’re there to learn. Equipped with learning objectives, you’ll learn how to be an astute study of the inner-works of Disney. You’ll learn how they handle lines, or why hiring an additional employee to rearrange baby strollers is a sound investment.

Day 2 

We’ll meet back at the Hotel to discuss our learnings and build a strategic profile for your customer experience.

For example, you’ll learn:

• The importance of a top-down customer experience approach
• The principles of masterful personalization throughout the entire customer experience
• How to constantly capturing feedback and implement powerful change in real-time
• How to create an emotional connection with every customer

You’ll be able to specifically answer questions like:

1. What areas of your customer’s experience might be causing friction and resistance and impacting the first sale or the third sale?
2. Where could a few minutes of extra work have a dramatic impact on your business and your customer’s buying process
3. Where might you need more people or additional resources to create a better and more seamless experience?

We’ll adjourn our experience by noon.

Incredible customer service, unique experiences, and droves of loyal customers frequent the sights and sounds across New York City. From the small, hidden locations to the big, bright lights of Broadway, experience a New York retreat live never before!

This experience takes place in Manhattan over 2.5 days.

We’ll stay at the Lotte Palace Hotel in Midtown which is a fantastic property and serves as a great base for our NYC experience.

Day 1 

We’ll meet for cocktails and a fantastic dinner at one of the city’s top restaurants.

Day 2 

We’ll spend the first half of the day focused on developing your organization’s customer service strategy.

After lunch, we’ll hit the town to experience a number of big-city attractions. This might include a mix of cultural, business, and service-focused activities. This includes the small, lesser-known hotspots, and some of the bigger, well-known institutions. That night, we’ll dine at a fantastic NYC hotel followed by a Broadway show.

Day 3

We’ll meet for breakfast and end the experience with an intimate, meaningful discussion. For example, we’ll consider questions like:

1. What if you could create an experience like Broadaway does, for each of your top clients, even just once a year, what would that look like?
2. What can you do to create a feeling of awe for your clients, or your vendors, or your suppliers, or even better – for one of their clients but bestowing the value to them?
3. What makes customers line up and flock to one organization but leaves another struggling to find that piece of business.

We’ll adjourn our experience by noon.

Working with both Noah Fleming and best-selling author Roberta Matuson, The Talent Maximizer®, this 2.5 day experience would take us to California and the fabulous Ritz Carlton Laguna Niguel in Dana Point, California.

This suggested combo experience focused on both the customer experience and employee retention.

While staying at the Ritz, known for its history of exceptional customer experiences. We’ll seek to discover if they’ve still “got it” after being purchased by Marriot.

For years, the Ritz claimed their motto was, “We are Ladies and Gentlemen serving Ladies and gentlemen.”

Following by their Three Steps Of Service:

1. A warm and sincere greeting
2. Use the Guest’s name. Anticipation and fulfillment of each guest’s needs
3. Fond farewell. Give a warm good-bye and use the guest’s name.

Noah will drill home the concepts of The Customer Loyalty Loop™, and then Roberta will guide us through an intimate and private version of her coveted Evergreen Talent Experience™

If you’re like most leaders, you’re wondering how the heck you’re going to fill job openings, in what’s basically a zero-unemployment labor market, or how you’ll find the right talent for your future organization. Or maybe your turnover costs are eating away at your profits or you’re realizing the time and money you are investing in your current talent isn’t yielding the results you anticipated.

What You Can Expect:

We’ll dig right in and examine what’s working well and advise you on any areas that could benefit from a dose of Miracle Grow. We’ll then:

• Show you how to exponentially increase your hiring results, by helping you start a Grassroots Hiring Movement in your organization.
• Plant the seeds for the next generation of leaders, using our proven Evergreen Talent approach to sowing and cultivating a sustainable workforce.
• Help identify, leverage, and grow your high potentials, so you harvest the talent you need right in your own backyard.
• Slash your hiring time in half, by revealing bottlenecks that are slowing down your hiring process and significantly impacting your ability to pull in talent.
• Dramatically improve your hiring team’s ability to select talent that will remain planted in your organization for years to come.
• Help you stand tall among your competitors, by elevating your employment brand.