Account Manager Excellence

February 5-6, 2019
St. Louis, MO

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Account managers can make or break client relationships, and they are key to building a strong business portfolio. Are you an Account Manager looking for some more tools for your “toolbelt”? Could your Account Managers use some formal training? If so, this course is for your or for the Account Managers on your team. Learn from leading industry experts Ken Thomas and Ben Gandy from Envisor Consulting. They have years of industry expertise that will leave attendees feeling confident and energized to tackle the challenges in the new year.

During the Account Manager Excellence workshop, you will learn:

How to manage clients
How to sell
How to manage the crews
How to manage the work

Schedule

Day 1 (click to expand)

8:30 AM - Kick Off

General Introduction
Course Introduction

What is Account Management?
General Overview of Roles

People Buy the Why/Leadership

Individual Differentiation
Being Authentic
Operating with Purpose

10:00 AM – Break

10:15 AM – Personality Profiles

DiSC
Understanding the language of others

11:15 AM – New Client On-Boarding

First Impressions are Lasting Impressions
An intentional approach to starting strong and managing change

12:15 PM – Lunch

2:00 PM – Customer Service

Extra Mile Service

Keys to Customer Service Excellence
What can we do to differentiate ourselves? Learning from great Customer Service Organizations

Service Recovery

Strategies and Tactics for Service Recovery
Turning failures into opportunities

Partnerships

Advancing relationships

3:30 PM – Break

3:45 PM – Round Tables

Group Discussions: commitments to specific actions or changes

4:15 PM – Summary and Close

Day 2 (click to expand)

8:30 AM - Kick Off

Ice Breaker

9:00 AM – Upselling Solutions

How to identify, qualify and present enhancement solutions to increase loyalty and top line growth

10:15 AM – Break

10:30 AM – Start Clean Finish Clean

Process Flow
Labor Management

11:15 AM – New Client On-Boarding

First Impressions are Lasting Impressions
An intentional approach to starting strong and managing change

12:15 PM – Lunch

2:00 PM – Customer Service

Extra Mile Service

Keys to Customer Service Excellence
What can we do to differentiate ourselves? Learning from great Customer Service Organizations

Service Recovery

Strategies and Tactics for Service Recovery
Turning failures into opportunities

Partnerships

Advancing relationships

3:30 PM – Break

3:45 PM – Round Tables

Group Discussions: commitments to specific actions or changes

4:15 PM – Summary and Close

Speakers

Ken Thomas

Ken Thomas has had a 30+ year career in the landscaping industry as a landscape business owner and as a consultant. Through his experience, he has learned the best practices and systems of thriving landscape operations.

Ben Gandy

Ben Gandy’s lean production expertise is unparalleled and he has been to virtually every landscape market in the US implementing lean on a cultural and practical level. With a passion for operations, systems based management strategies, and lean thinking, Ben is positioned to guide others in pursuit of their vision.

I've been in the industry for 25+ years and I've had the honor in working with Ben Gandy and Ken Thomas in the past and learned many things while doing so. After being out of touch with them for 20 years, I realize they have the key tools for educating account managers on ways to help them manage accounts and by showing you different ways to become more efficient and help them see the value in the account managers role."
Travis Henderson, Outdoor Expressions