“A customer service keynote speaker with the perfect blend of humor and content”
Laurie Guest, CSP, began her training as a customer service expert at the tender age of 9. As a Midwest farmer’s daughter, she learned to master the art of customer engagement to sell more sweet corn than the competition. Today, Laurie is a “go-to” resource for customer service excellence. For more than two decades, she has shared her practical point of view on customer service and staff development with audiences and companies across the country, blending real-life examples and proven action steps for improvement—a combination that results in over three-quarters of her clients asking for an encore appearance.
Prior to her life as a speaker, Laurie enjoyed more than 20 years of healthcare experience serving both a privately owned medical facility and a community hospital system. During her administrative career, she helped a multi-million dollar medical center become a regional leader of ophthalmic surgery. Because of her experience interacting directly with patients, she understands the challenges of working in a stressful, fast-paced environment.
Her latest book, The 10¢ Decision: How Small Change Pays Off Big, presents her most sought-after and impactful strategies to find and retain the best staff and highest-quality customers while delivering exceptional guest experiences. Laurie has been featured in the Washington Post, Wall Street Journal, and USA Today on customer service, where she has shared her practical approach to getting service levels where they need to be in today’s economy.
She is a member of the National Speakers Association and is a Certified Speaking Professional, a designation held by less than 12% of speakers worldwide. To earn this distinguished honor, Laurie speaks to thousands of people each year and consistently receives stellar ratings.