I purchased your Bad Apples: Dealing with Difficult Attitude training program about 2 years ago and have incorporated it into my yearly training schedule because I have found it to be extremely valuable. Initially, I had all staff go through the class, but now I present it to new hires as well. Some of the positive attributes include the fact that the video shows a variety of professional scenes that are not only depicting financial institutions (and there is one example of a bank in the video), but also medical, industrial and restaurant settings. This helps communicate that in order for a company to be at the top, customer/member service must be a huge priority, regardless of the industry. Sometimes, if you are an internal employee who doesn’t work with the public, then your “customer” is another employee and it is still your responsibility to treat them with respect and open-mindedness. This package also speaks to the important topic of change and we are all certainly dealing a lot with that subject these days, so it is quite relevant. The quality of scenes and actors is very good and up-dated/set in a modern-day setting. There is also humor in the skits, which can definitely help employees when dealing with stress/change.

Michelle introduced "Customer Service" It's All up to You", in 2000. With this training, we also implemented a recognition program called "The Golden Moments Award Maker". This program is still being used today. Employees are recognized by peers, supervisors, and residents for creating golden moments for our residents. They are given "gold stars" which they wear proudly.

Working with your organization has made my job easier. I know I can count on a friendly voice to answer my questions, on-time delivery of materials ordered, and volume discounts in short a professional oorganization that conveys a consern for the customer.

Michele and Jon have inspire me to personal and professional growth on a continual. Dedicated to bringing out the best in every person they encounter, what gifts they both bring to the world!

I appreciate that you always return my call within hours and that you provide cheerful, accurate service. I also appreciate that you sell the Disc in numbers I need rather than packets of 20. Thank you for your excellent customer service. best, Faith

Thanks for your Thanksgiving wishes, even if our celebration took place in October we think of you often as the holidays approach. Your poem says it all but my kids, my husband, my family and friends are something I thank God for everyday. Keeping the thought, that if we didn't have our health we couldn't enjoy them as much as we do. Have a very Happy Turkey Day!! Rhonda

I have known and worked with Michele for almost 11 years. Her expertise on workplace attitudes (and how to positively deal with them) has really helped me over the years. I give her "Attitude: The Choice is Yours" book out to colleagues and clients all of the time. Thanks for keeping us positive!