Secret Service Summit Speakers
Dennis Snow
| Lisa Ford
| Jack Daly
| Hal Becker
| John DiJulius
| Donald Wayne McLeod
| Amy Mendenhall
| Frederic Holzberger
| Nicole Montecalvo Flesher
| Jeff Nischwitz
Dennis Snow’s customer service abilities were honed over 20 years with the Walt Disney World Company. There, he developed his passion for service excellence and the experience he brings to the worldwide speaking and consulting he does today.
Dennis launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies including ExxonMobil, AT&T, and Coca Cola. During this time, he presented to audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England and Argentina. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100%.
Today, Dennis is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Some of his clients include Huntington Bank, BMW Financial Services, Florida State University and Johns Hopkins Hospital. His articles appear in a number of industry publications and he is a featured guest “expert” on customer service, on several business news-talk radio shows. He is the author of the book, Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life.
Lisa Ford is a speaker with over 20 years of experience presenting to businesses, associations and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues and change. Lisa is best known for her work in the areas of customer service. She is the author of the DVD series How to Give Exceptional Customer Service, the #1 selling business DVDs in the U.S. for over 3 years. Her other dvds and cds include: Developing a Customer Retention Program, Building a Customer Driven Organization: The Manager’s Role and Personal Power. Her recent book is Exceptional Customer Service – Going Beyond Good Service to Exceed the Customer’s Expectations.
Lisa designs content personalized to the audience and issues they face. She has also customized numerous videos for clients to use in their ongoing education efforts. Lisa’s experience includes working with Pfizer, Viacom, Edward Jones, CSX, Kaiser Permanente, Morton’s of Chicago, Citgo,
American Gas Association, American Diabetes Association and American Veterinary Medical Association.
In 2002, Lisa was inducted into the Speakers Hall of Fame by the National Speakers Association. She is one of 170 speakers who have been honored over 30 years. She also serves a Board Member of the College of Arts and Sciences at the University of Tennessee.
Jack brings 20 plus years of field proven experience- from a starting base with the CPA firm Arthur Andersen to the CEO level of several national companies. Jack has participated at the senior executive level on four de novo businesses, two of which he subsequently sold to the Wall Street Firms of Solomon Brothers and First Boston. As the head of sales, Jack has led sales forces numbering in the thousands, operating out of hundreds of offices nationwide.
An accomplished author of books, DVD’s, and business articles, Jack is committed to getting his audiences involved and taking action. He believes that success is by design, not chance. Using this formula for success, he has helped companies realize greater sales and profits! He brings to you many years of "street tested"
techniques and proven methodologies designed to pull higher results from your sales and sales management efforts. Thousands of companies and professionals have benefited personally, financially, and professionally using the concepts Jack teaches. Jack has spoken to companies of all sizes, including Fortune 500, Inc. 500, YPO, EO, Vistage, Trade Associations, Conventions, Non-profits and Schools.
Hal Becker is a nationally known expert on Sales, Customer Service, and Negotiating. He conducts seminars or consults to more than 140 organizations a year. His client list includes IBM, Disney, New York Life, Continental Airlines, Verizon, Terminix, AT&T, Pearle Vision, Cintas, and hundreds of other companies and associations.
Hal is the author of "Can I have 5 Minutes Of Your Time?" which is now in its 18th printing and is used by many corporations as their "Sales Bible." He has also authored two other best sellers "Lip Service," one of the nations foremost books on customer service, and "Get What You Want," a fun, upbeat and fresh approach to negotiating.
He has been featured in publications including The Wall Street Journal, Inc Magazine, Nations Business and hundreds of newspapers and Radio/TV stations around the world, and is currently syndicated in over 45 newspapers and magazines.
He is the founder and CVO (Chief Visionary Officer) of The DiJulius Group, a consulting firm that helps companies “Make Price Irrelevant”. Top organizations across the world use his philosophies and systems for creating a world-class customer service experience. He has worked with companies -- such as The Ritz-Carlton, Lexus, Nordstrom, Hallmark Cards, Panera Bread, The Cheesecake Factory, Hotel Del Coronado , Progressive Insurance, U.S. Bank, Nemacolin Woodlands Resort, Chick-fil-A, and many more -- to help them continue to raise the bar and set the standard in customer experience. John has pioneered dozens of revolutionary customer service concepts and techniques that are easy to use, and simple to implement with a process that will not allow your organization to let these great ideas slip through the cracks.
John is not just telling others how to do it. Besides owning and running The DiJulius Group, he is also the founder and owner of John Robert's Spa, five locations (over 150 employees), which he uses as his living laboratories to test his findings and theories. John Robert's Spa has been named one of the Top 20 Salons in America.
Donald Wayne McLeod Speaker
Donald Wayne McLeod founded LISTEN UP LLC, an interpersonal communication consulting company, in 2007 after witnessing people's inability to connect with one another and realizing his unique ability to facilitate them in that regard.
McLeod earned his BS in Marketing from Dyke College in Cleveland, Ohio where he graduated Summa Cum Laude. When not speaking to such companies as US Bank, Waddell and Reed, Inc, Bechtel Bettis, Inc or Pella Windows to name a few. You will find McLeod giving of his time speaking at area High Schools, Unemployment Agencies and Non Profit Organizations. Don recently presented lectures at John Carroll University, Kent State University, Lakeland Community College and Lake Erie College.
Donald has been featured in Inside-Business Magazine, The Cleveland Plain Dealer, The News-Herald, WEWS Channel 5 and WTOE Radio.
Amy began her career with Hallmark thirteen years ago as a store manager. In every store she led, whether it was in California, Ohio or Nevada, Amy's team consistently exceeded sales objectives and won countless service awards. Today, Amy is responsible for executing the service vision for Hallmark Gold Crown, a network of more than 3,000 specialty retail stores. She is extremely passionate about service and loves that every day, she gets to help store owners, managers and sales associates create memorable experiences for their customers. Amy has a marketing degree from Truman State University and an MBA from Baker University, but claims her greatest education came from her first job wowing customers at a Dairy Queen. From banana splits to sympathy cards, Amy has found there are certain universal truths in making a genuine connection with those you serve.
Frederic is the Founder, CEO & President of the Aveda Fredric’s Institutes in Cincinnati, Ohio and Indianapolis, Indiana. With a focus on the customer experience, Fredric’s Corporation held an annual educational conference called “Mid America Tour,” to help inspire, grow and lead clients to greater success by bringing together the best talent in the industry. Frederic, himself, would also inspire the audience by sharing best practices and information on future business trends. Fredric’s Corporation was honored and proud to celebrate 20 years of service to the salon and spa industry in 2005. In that same year, Aveda assumed distribution in the states of Ohio, Indiana, Michigan and Kentucky.
Frederic is a member of the National Speakers Association and is widely sought after for consulting and for his customized keynote presentations. He is featured in the textbook “Marketing Yourself” as well as the books “Guts” by Kevin and Jackie Freiberg, “Secret Service” by John DiJulius and “Life as a Daymaker” by David Wagner.
Nicole Flesher is a passionate Esthetician. She posses a lifetime of beauty industry experience growing up with both parents in the industry, her talents range from management and customer experience to writing.
Nicole has educated some of Cleveland’s elite Estheticians. She has attended advanced education from Los Angeles to New York and is one of our industry's best. She has been featured on Fox 8 with Robin Swoboda and Channel 5 with Angie Lau, and has done an array of fashion shows attended by local and national photographers.
Nicole's passion lies within the success of others. She gets great pleasure out of watching others take that first step towards personal and profesional growth.
“Relationship Guru” … “Inspirer” … “Different Thinker.” This is how business leaders describe Jeff Nischwitz. After a successful legal career, Jeff has spent the past 14 years building several successful businesses and helping entrepreneurs and law firms build their businesses into profit powerhouses. Jeff has an established reputation for building strong relationships and helping people and organizations achieve their goals.
As a trainer and consultant, Jeff helps people and organizations build relationships that drive results. Jeff is a national speaker on various topics including relationship building, business development, building client centric businesses, and the power of attitude. Jeff has discovered the secret formula for business success — the magic of relationships – and he’s brought his expertise and passion for relationship building to The DiJulius Group. Jeff’s audiences experience the power of relationships (and tactics for achieving them), different thinking that challenges them to change, and inspired perspectives … what’s been called Getting Jeffed!
Summit Sponsors
Become a sponsor of the Secret Service Summit. With over 300 leaders and businesses alike, sponsorships are scarce and industry exclusive. Click here for a PDF with an overview of benefits or contact David Wagner for details at (216) 470-9612.
Smart Business Network is the nation's fastest-growing publisher of local management journals, under the Smart Business name. We are a family-first company dedicated to providing a flexible work environment for all employees. Smart Business Network has received numerous honors over the years, including being named one of the 99 best companies to work for in Northeast Ohio and being included among the 100 fastest-growing companies in Northeast Ohio. Our company has been featured in the local as well as national press, including the Wall Street Journal and the Washington Post. Smart Business Cleveland has been named the best business publication in the State of Ohio on four different occasions.
Nemacolin Woodlands Resort is a family and luxury vacation destination on 3,000 wooded acres in the Laurel Highlands of Southwestern Pennsylvania. From the luxurious AAA Five Diamond Falling Rock boutique hotel to the comfort of your RV, Nemacolin's six lodging options cater to everyone's personal choice with a variety of amenities. It's another season at Nemacolin Woodlands Resort.
Cogneato is a website development company that specializes in building strong customer relationships through online tools, automated interactions, and powerful tracking software. Cogneato clients, including the DiJulius Group, are empowered with a fully integrated set of administrative tools. Now celebrating their tenth year (that's an eternity in web-years), Cogneato has built a strong reputation for clean, intuitive designs, easy navigation and forward thinking.
Dennis Snow 
Lisa Ford 
Jack Daly 
Hal Becker 
John DiJulius 
Amy Mendenhall 
Frederic Holzberger 
Nicole Montecalvo Flesher 
Jeff Nischwitz 
