Marketing Strategy: "The Harvard Experience - Part II
        (For Owners & Managers)

Description:

Mr. Goldglantz, attended NPMA's Second Management Institute, in Cambridge, Mass., once again, in 2000.  The course was facilitated by one of the world's leading authorities on service management (Jim Heskett). This session deals with broad management concepts and strategies taught at the Harvard School of Business. Mr. Goldglantz has taken the information from the course and reduced it to easy to understand terminology. He combines his own experience and knowledge with these advanced theories and concepts -then applies the information, utilizing practical examples, to the Pest Control Industry.

Topics Covered:

•  "Developing A Strategic Service Vision,";

•  "Putting The Service Profit Chain To Work,";

•  "Managing For Maximum Lifetime Customer Value.";

•  "Developing Loyal Employees.”

Program Outline:

 Herb Keleher, Of Southwest Airlines, Built His Business From The

    Bottom Up. His Unique Management Style Teaches Those Of Us In

    The Pest Management Industry.  How Small Changes In Operational Style & Focus Can Yield Big Profits - Even For Small Companies.

 Sam Walton Of The Wal-Mart Corporation, Began His Little Five And

    Dime Store In His Basement In Benton, Arkansas. Hard Work, Vision,

    Employee Loyalty And Operational Focus Propelled His Company To

    A Multi-Billion Dollar Operation. Learn How To Take The Lessons His

    Company’s Success Has Demonstrated And Apply Them To Your Own

    Pest Control Business.

 Scott Cook, Of QUICKEN (INTUIT) Built A Dynasty Around Providing

    Outstanding Customer Service. Learn How To Take What He Did In

    His Company, To Make It Unique, And Apply It To Your Own Pest

    Control Business. The Only Thing That Will Prevent You From Raking

    In The Profits After This Session… Is You!

 The Four Types Of Customers & How To Handle Them: Apostles,

    Almost Apostles, Mercenaries & Terrorists.

 Extending The Lifetime Value Of Your Customer By One Year & what

    It Means To Your Business.

 Reengineering Your Business For Success.