D I SC Empowering Enterprises, Inc. 1 Mark Bowser President/CEO, Empowering Enterprises, Inc. Professional Speaker, Corporate Trainer, Author Professional

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EmpoweringEnterprises,

Inc.

Mark Bowser Mark Bowser

• President/CEO, Empowering Enterprises, Inc.

• Professional Speaker, Corporate Trainer, Author

• Professional Member Status with the National Speakers Association

• Author of Power Nuggets, Unlocking the Champion Within, and Advanced Business Strategies

Meeting Your Seminar Leader!

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• Southwest Airlines• Delta Faucet• Ford Motor Company• Kings Daughters Medical Center• Indiana Chamber of Commerce• FedEx Logistics• United States Air Force• LSI Industries• Princeton University• and many, many, more!

Mark BowserOrganizations trained include:

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Mark BowserPraise for Mark’s book Power Nuggets

“Your book is one of the most refreshing, enjoyable reading experiences I’ve had in a long time. Your nuggets and stories are tremendous…. You have a great book and God’s power, love and wisdom is obvious in your writing.”

Charlie “Tremendous” Jones

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“It’s just the kind of book we like to have, with short, concise messages, that can be picked up and put down without losing continuity. The format makes for an excellent gift, too.”Zig Ziglar America’s #1 Motivator

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“…A must read for everyone. This book shows the spiritual and business attributes of becoming a great success.”

Peter LoweFounder & CEO, Get Motivated! Seminars

(Largest Business Seminars in the World)

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Mark BowserPraise for Mark’s Training Seminars

“…Mark met every one of our requests and specifications, and tailored and delivered a highly-effective and well-received seminar. Mark is the definition of a team player, is a kind and sincere individual, and is an ideal presenter.”Cynthia HauxwellCorporate Training Project LeaderMakino Machine Tool Company

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“Mark has been a joy to work with enabling twelve companies to achieve improved customer service. The most impressive aspect of Mark is his ability to connect with the participants…The Chamber will most certainly will work with Mark again, to assist our members with the challenge of growing their business.”

David L. OwensDirector of Educational ProgramsGreater Cincinnati Chamber of Commerce

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“His positive thinking insights motivated our students to do a better job in their position on the Student Government at Southern West Virginia Community College. I believe Mark will become one of the top ten “Motivational Speakers” in our country over the next few years. I highly recommend Mark Bowser as a workshop speaker.”

Ted WilliamsDirector of Student ActivitiesSouthern West Virginia Community College

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Mark BowserIn his own words…

“In the beginning of time, God created the earth and along with it man and woman, and He bestowed greatness with each one, a greatness unique to each individual which, if developed, will shape the world to righteousness.”

Mark Bowser

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“Help people believe in themselves by believing in them first.”

Mark Bowser

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“Great strength comes from within, not from without.”

Mark Bowser

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“There is not success without risk.”

Mark Bowser

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“Plant a seed today…expect a harvest tomorrow.”

Mark Bowser

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“Seek to understand people. Give them the benefit of doubt. Most people are trying to do good whether that is their result or not.”

Mark Bowser

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“Before people will take action, they must be moved emotionally. It is the leader’s job to inspire people into action and to logically give them confidence to continue to do so.”

Mark Bowser

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Power Communicating!Power Communicating!

Breaking Down the Walls of Communication

The DISC Formula

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Determined

InfluencersSteady

Competent DD

IISS

CC

DISCDISC

Low Assertiveness

&

Low Need of Getting Along

High Assertiveness

&

Low Need of Getting Along

Low Assertiveness

&

High Need ofGetting Along

High Assertiveness

&

High Need of Getting Along

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Power Communicating!

How to Become A Power Communicator

1. It may be the most important skill we can master

2. Use stories/illustrations to strengthen your points

3. Make sure your true message is being heard

4. Join a Toastmasters Club

5. Use Millard Bennett’s 30/10 Power Formula

6. The “KISS” system

7. How to make a talk/point to persuade and

convince

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1. It may be the most important skill we can master

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2. Use stories/illustrations to strengthen your points

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3. Make sure your true message is being heard

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4. Join a Toastmasters Club

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5. Use Millard Bennett’s 30/10 Power Formula

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6. The “KISS” system

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7. How to make a talk/point to persuade and convince

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How to Become an Active Listener

1. Overcome the habit of planning your response while someone else is communicating

2. Overcome physical limitations3. Eye contact4. Language barriers

(use Reflective Listening Questions)

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Active ListenerActive Listener

1. Overcome the habit of planning your response while someone else is communicating

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2. Overcome physical limitations

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3. Eye contact

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4. Language barriers (use Reflective Listening Questions)

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• Statistics on why customers leave…or want to!

1% die3% move away4% are fickle and float5% listen to their friend’s advice9% can buy product/service cheaper somewhere else10% are complainers and whiners68% leave because they feel we do not

care about their needs

Why We Must Connect With People!

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RAPPORT!

The Answer to Connection RAPPORT!

The Answer to Connection

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Rapport

1. Interested

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Rapport

1. Interested2. Smile

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Rapport

1. Interested2. Smile3. Name

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Rapport

1. Interested2. Smile3. Name4. Listen

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Rapport

1. Interested2. Smile3. Name4. Listen5. Interests

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Rapport

1. Interested2. Smile3. Name4. Listen5. Interests6. Important

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Building High Self-Esteem and Unshakable Confidence

Building High Self-Esteem and Unshakable Confidence

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Territorial Management!How to set Winning Priorities

Territorial Management!How to set Winning Priorities

“Put First Things First…It’s the exercise of independent will toward becoming principle-centered. It’s the day-in, day-out, moment-by-moment doing it.”Dr. Stephen R. Covey

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Not Urgent & Very Important

Not Urgent & Not Important

Urgent & Important

Urgent &Not Important

The Covey Matrix

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The Power of a GOAL!The Power of a GOAL!

• 90% of people have no goals

• 5% of people have goals but are not reaching them

• 5% of people have set goals and write them down. This is the group living their dreams!

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Keys to Achieving Your Goals!Keys to Achieving Your Goals!

1. Written Down2. Balanced Goals3. Time Line4. Goalets5. Realistic6. Review Daily

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1. Written Down

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1. Written Down2. Balanced Goals

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1. Written Down2. Balanced Goals3. Time Line

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1. Written Down2. Balanced Goals3. Time Line4. Goalets

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1. Written Down2. Balanced Goals3. Time Line4. Goalets5. Realistic

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1. Written Down2. Balanced Goals3. Time Line4. Goalets5. Realistic6. Review Daily

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Prospecting SkillsProspecting Skills

1. Three Ways to Prospect (Yellow Pages, Internet, Drive by)

2. Getting past the gatekeeper3. Creating a “Hot Button”4. Asking for and getting an

email address5. Leaving Voicemail6. Communicating

Successfully over the telephone

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Successful Telephone SkillsSuccessful Telephone Skills

How to Communicate Successfully Over the Telephone

1. Have a mini-agenda2. Pick up the phone in two or three rings3. Don’t transfer caller unless you have to4. Beware of the hold button5. Use their name6. No chewing allowed – Don’t eat while on the phone7. Consider a headset8. Use the two-finger rule9. Always summarize before you close the

conversation

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Creating Customer Loyalty towards Skandia


WHY CUSTOMER SERVICE?• 96% of unhappy customers never complain• 91% of those will not come back• The average unhappy customer will share the negative

story with at least nine other people• 13% will tell more than 20 people• The average unhappy customer will remember the

negative experience for 23 ½ years while the average happy customer will talk about the pleasant experience for only 18 months.

• It can cost five to six times more to get a new customer than to keep a current customer.

Source: The White House Council on Consumer Affairs

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ACTION STEPS1. Satisfied is not good enough anymore2. Customer Service is…3. Treat the Customer as a star4. “Under Promise, Over Deliver”

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“Under Promise, Over Deliver”

“Under Promise, Over Deliver”

“Good Old Murphy!”

“The Buck Stops Here!”

“Going the Extra Mile!”

Theextramile

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How to Stay Motivated, Positive, & Alive Everyday!

Documents

D I SC Empowering Enterprises, Inc. 1 Mark Bowser President/CEO, Empowering Enterprises, Inc. Professional Speaker, Corporate Trainer, Author Professional