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About Lisa

About Lisa Ford, CSP, CPAE

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 videotape series How to Give Exceptional Customer Service, the #1 selling business tapes in the U.S. for over 3 years. Her other videos and audiotapes 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 140 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.
 

“Lisa hit a home run. I have received only positive feedback! Please convey my appreciation to Lisa for her great presentation and preparation with us. Many of the concepts Lisa presented not only resonated with our chiefs and administrators, they have inspired new direction and focus in our work to lead our market and industry in exceptional care experience delivery. Thanks!!”

Robert Blair, Administration, Kaiser Permanente, South Bay

 
 

“Lisa’s real life stories and examples not only entertained our team, but caused us to reflect upon how simple acts can turn an everyday guest experience into an exceptional one. Ms. Ford seamlessly wove our training and service standards into her presentations, demonstrating key insight into our business and helping our team gain clarity on what needs to be accomplished to deliver a truly great guest experience.”

Jim Hicks, Director, El Pollo Loco

 
 

“Our group gave you rave reviews and references to your speech were repeated throughout the conference. Your speech showed you really listened to us during our pre-conference discussion, and it really came across that you understood our attendee’s job and their challenges. You had us all laughing and really drove home your six points for Everyday Excellence.”

Tracy Hallman, Project Manager, Guardian Life Insurance Company

 
 

“Lisa Ford was awesome – the most inspiring! I need to get back to work to get going with jump starting my customer service program.”

From Health Care Service Excellence Conference

 
 

“Lisa had a keen grasp on our industry, Choice’s client’s services and how we have all supported and presented service solutions. Service differentiation is a required focus and core competency for any successful company, especially in today’s challenging times and Lisa Ford captured it all.”

Paul Malamet, EVP, Choice Logistics

 
 

“Lisa was not only a home run, she was a grand slam. Afterwards they were discussing in detail “what would Lisa do” and hopefully applying it to their current customer situation -- it is really great.”

Diane Schmeichel, IT Department, Southern California Edison

 
 

“I wanted to take this opportunity to thank you and congratulate you on a wonderful year with us. You’ve done a great job on every assignment – even more impressive since most involved brand new content. Leaders told us they left with new ideas and they think this session is an important one for other leaders. Thank you bringing such value to us.”

Patty Wirth, Director Branch Staff Training and Development, Edward Jones

 
 

“For the past two days I’ve heard over and over managers say to one another….”remember when Lisa said this or Lisa said that!”. A greater compliment couldn’t possibly be extended. I believe my group is inspired to build a strong foundation of loyalty among their customers and that what they learned from you will find its way into every day practice.”

George Hellen, Resident District Manager, Aramark

 
 

“I wish to compliment you on the thoroughness of your pre-conference research on our Association and the work that we do in support of our mission. It made it relevant to our audience. Our staff left the meeting motivated to strive for excellence in customer service and more importantly, with a strong sense of how to create that environment in their office and communities in the year ahead.”

Tom Bognanno, Executive Office, American Diabetes Association
 

“You did a great job of incorporating examples and stories that were so relevant to our everyday experiences. We were impressed by how well you did this given the unique nature of our business. We continue to use phrases and analogies from your presentation in many meetings and memos. We have added segments and vignettes from your videos to our customer service training. I cannot say enough about how valuable your materials have been to us.”

- Nicole Dunn, Senior Manager, Learning and Development, Lash Group
 

“I have had the opportunity to experience a number of “motivational” speakers. While I am often entertained and certainly experience the short term excitement that these speakers generate, I also usually feel that the message is generic and lacks long term sustainability in business practice. My team’s experience with you was very different. Your comments directly addressed the issues we are facing and your thoughts and ideas on what we can do differently will have a profound effect on our performance. The team was energized by your performance, but more importantly, the team was challenged by your ideas on how a large organization like this one can get better by focusing on the individual customer interactions we are privileged to experience each and every day. There is no doubt you made a lasting impression.”

Dan Walsh, AT & T, Select Accounts and Indirect Channels
 

“It was obvious you did your homework and personalized your message to our audience. Your reference to things such as AGe-NET, our Corporate Objectives, our Service Pledge, the HEAT Model, etc. made it feel like you were an insider who really understood our firm. The audience also felt you opened their mind to new techniques for dealing with customers that were actionable and easily implemented.”

Sue Weiss, V.P., A.G.Edwards & Sons, Inc.
 

Client List

Alphabetical

American Academy of Cosmetic Dentistry
American Academy of Dental Practice Administration
American Lung Association
American Association of Homes for the Aging
American Business Women's Association
American Association of Blood Banks
American Colloid
American Gas Association
American Public Transportation Association
American Veterinary Medical Association
Amli Management
Aramark
Arbonne
Arizona Public Service
AT&T
Atlanta Bread Company
AVI
AVX Corporation
BF&M Insurance
Bank of Tampa
Baxter Healthcare
Bikeline
Biogen
Boots, The Chemist, LTD
Boston Beer Co.
Bruster's Real Ice Cream
California Water Association
Camden Property Trust
Canadian Lung Association
Chattanooga Chamber of Commerce
Christian Booksellers Association
CITGO
Cigna
Colonial Williamsburg Foundation
Copley Newspapers
Crossville Ceramics
CSC Index
CSF LTD
CSX Transportation
Data Processing Management Association
Dendrite
Dixie Yarns
Don Rey Media Publishing
Doncaster
DuPont
Eastman Kodak
Edison Electric Institute
Edward Jones
Elizabethtown Gas Company
Equitable
Gate Petroleum
Georgia Power
Georgia Electric Membership Corporation
Glaxo
Graybar
Great American Business Products
Growmark
Harley-Davidson
H. D. Vest Financial Services
Health Images
Hewlett-Packard
House of Fabrics
Hunter Douglas
IBM
Illinois Department of Tourism
Illinois Power
Illinois Department of Public Health
INC. Magazine
ITT/Hartford
KFC Corporation
Knoxville Community Development Corporation
Lemstone
McClellan Air Force Base
Merril-Lynch
Met Path
Metropolitian Denver Dental Society
Middlesex Water Company
Midwest Gas Association
Mobil Oil
Moncrief
MTV
Nationwide Insurance
National Association of Plumbing-Heating-
Cooling Contractors
North American Retail Dealers Association
National Association of Water Companies
NationsBank
New Jersey Utility Association
Newport Diversified
North Carolina Farm Bureau
Oglethorpe Power
OmniCare
Omni Eye Services
Ozark Transportation
Parable Group
Pfizer
Philip Morris
Ponte Vedra Inn and Club
Preview Properties
Professional Secretaries Institute
Quiz
Red Cross
Riverside Hospital, Jacksonville, Florida
Salvation Army
Scotty's
Securities Industry Association
Seton Nameplate
Sherwin Williams
Showtime Network
Smith-Kline Beecham
South Carolina Gas and Electric
Southern Farm Bureau
Southern Maryland Dental Society
Southwest Association of Orthodontics
Star of the North Dental Meeting
State of Florida - Health and Human Services
State of Illinois - Department on Aging
State Volunteer Insurance
Tennessee Valley Authority
The Irrigation Association
UMB Financial Corporation
United Guaranty
University of Illinois
University of Tennessee
University of Minnesota - School of Dentistry
UPS
Verizon Wireless
Viacom
Wheat, First, Butcher and Singer

By Industry

Healthcare

  • Kaiser Permanente South Bay Medical
  • Colorado Permanente Medical Group
  • Kaiser Permanente – Ontario and Torrance
  • Group Health Cooperative
  • Wake Forest University Hospital
  • Aventist Health in Orlando
  • Dakota Eye Clinic
  • Ambulatory Surgery Association
  • Amerisource Bergen
  • Ocala Eye Clinic
  • Decatur General Hospital
  • American Cosmetic Dental Academy
  • American Academy of Dental Practice Administration
  • Southern Maryland Dental Association
  • University of Minnesota Dental School
  • Metropolitan Denver Dental Society
  • Southwest Association of Orthodontics
  • Omni Eye Services

Telecommunications/Utilities

  • Verizon Wireless
  • AT&T
  • Arizona Public Service
  • Public Service Electric and Gas of New Jersey
  • Southern California Edison
  • Georgia Power
  • Comcast
  • Elizabethtown Gas Company
  • California Water Association
  • Elizabethtown Water Company
  • Illinois Power
  • Middlesex Water Company
  • Midwest Gas Association
  • South Carolina Gas and Electric
  • Georgia Electric Membership Association
  • Jackson Electric Membership Cooperative
  • Edison Electric Institute
  • New Jersey Utilities Association
  • Tennessee Valley Authority

Communications

  • Viacom
  • MTV Network
  • Showtime
  • Don Rey Media Publishing
  • Copley Newspapers
  • Circulation Managers Association
  • Parable Group
  • Lemstone

Financial Services/ Insurance

  • Edward Jones
  • A.G. Edwards & Sons
  • Merrill Lynch
  • Nations Bank
  • CheckFree
  • S1 Corporation
  • Bank of Tampa
  • Securites Industries Association
  • Washington Mutual
  • MassMutual
  • Nationwide
  • State Farm
  • Guardian Life
  • Horace Mann
  • ITT/Hartford
  • BF&M Insurance
  • Southern Farm Bureau
  • H.D. Vest Financial Services
  • State Volunteer Insurance
  • Blue Cross Blue Shield of Michigan
  • United Guaranty
  • UMB Financial Corporation
  • America First Credit Union
  • Cigna
  • Colonial Life
  • Equitable

Service Industries

  • Aramark
  • Atlas Van Lines
  • AVI
  • Baxter Healthcare
  • Camden Property Trust
  • Amli Management
  • OmniCare
  • Quiz Software
  • Gate Petroleum
  • Great American Business Products
  • Growmark
  • Ozark Transportation
  • Standard Parking
  • Massey Electric
  • CSX Transportation
  • Pathmark
  • Moncrief Heating and Cooling
  • United Pipe
  • Conoco
  • Mobil Oil
  • Citgo
  • Brickman
  • The Lash Group
  • Watkins
  • The Library Group

Manufacturing

  • AMD
  • General Electric Healthcare
  • Harley Davidson
  • Hewlett Packard
  • UPS
  • Hunter Douglas
  • Waukesha Dresser
  • Jeld Wen
  • Cadbury Schweppes
  • AvNet
  • American Colloid
  • Biogen
  • National Pen
  • Dixie Yarns
  • Dendrite
  • DuPont
  • Eastman Kodak
  • Phillip Morris
  • Sherwin Williams
  • Eka Chemicals
  • Arvin Meritor
  • Raytheon
  • IBM
  • Delta Faucets
  • Pfizer
  • SmithKlineBeecham
  • Doncaster
  • Crossville Ceramics
  • Seton Nameplate
  • Yazaki

Food Services

  • Morton’s of Chicago Steakhouses
  • KFC
  • Coldstone Creamery
  • Bruster’s Ice Cream
  • Subway
  • Newport Diversified
  • Atlanta Bread Company
  • Women’s Food Service Forum
  • El Pollo Loco

Retail/Hospitality

  • True Value
  • Bath and Body Works
  • Museum Store Association
  • Choice Hotels
  • Hilton Corporation
  • International Hotel Group
  • Ponte Vedra Inn and Club
  • Colonial Williamsburg Foundation
  • Boston Beer Company
  • Boots, The Chemist, Ltd.
  • Calico Corners
  • Bikeline
  • Arbonne
  • Travizon

Professional Services

  • Price Waterhouse
  • Wheat, First, Butcher and Singer
  • CSC Index
  • Preview Properties
  • ReMax
  • Reliance Trust

Education

  • University of Tennessee
  • California State University
  • San Francisco State
  • University of Illinois
  • EDMC

Associations

  • American Academy of Cosmetic Dentistry
  • American Lung Association
  • American Diabetes Association
  • American Healthcare Radiology Association
  • American Association of Homes for the Aged
  • American Association of Blood Banks
  • American Gas Association
  • American Veterinary Medical Association
  • Canadian Lung Association
  • Chattanooga Chamber of Commerce
  • Christian Booksellers Association
  • Edison Electric Association
  • Illinois Department of Tourism
  • National Association of Plumbing, Heating, Cooling Contractors
  • North American Retail Dealers Association
  • National Association of Water Companies
  • Professional Secretaries Institute
  • Securities Industry Association
  • The Irrigation Association
  • Self Storage Industry Association
  • Recreational Vehicle Dealers Association
  • National Association of Home Builders
  • Independent Payroll Providers Association
  • International Health, Racquet and Sportsclub Association
  • National Court Reporters Association
  • Produce Marketing Association
  • Pet Industry Distributors Association
  • NTP Distributors Association
  • National Pest Management Association

Government Agencies and Not for Profit

  • Baltimore County Library
  • Southern Maryland Regional Library Association
  • Illinois Department of Tourism
  • Illinois Department of Public Health
  • State of Florida – Health and Human Services
  • State of Illinois – Department on Aging
  • Salvation Army
  • Red Cross
  • YMCA
  • Knoxville Community Development Corporation
  • McClellan Air Force Base
  • California Joint Powers Insurance Authority

 
 

Honors and Involvement

  • Active Member, National Speakers Association since 1986
  • In 2002, awarded the CPAE - Council of Peers Award of Excellence and inducted into the NSA Speaker Hall Of Fame
  • Earned the Certified Speaking Professional (CSP) designation from the National Speakers Association
  • Board Member of University of Tennessee, College of Arts and Sciences
  • Awarded Outstanding Alumni from University of Tennessee
  • Awarded Chancellors Citation of Extraordinary Service to the University of Tennessee
 


Testimonials

  1. “Lisa hit a home run. I have received only positive feedback! Please convey my appreciation to Lisa for her great presentation and preparation with us. Many of the concepts Lisa presented not only resonated with our chiefs and administrators, they have inspired new direction and focus in our work to lead our market and industry in exceptional care experience delivery. Thanks!!”

    Robert Blair, Administration, Kaiser Permanente, South Bay

     

  2. “Lisa’s real life stories and examples not only entertained our team, but caused us to reflect upon how simple acts can turn an everyday guest experience into an exceptional one. Ms. Ford seamlessly wove our training and service standards into her presentations, demonstrating key insight into our business and helping our team gain clarity on what needs to be accomplished to deliver a truly great guest experience.”

    Jim Hicks, Director, El Pollo Loco

     

  3. “Our group gave you rave reviews and references to your speech were repeated throughout the conference. Your speech showed you really listened to us during our pre-conference discussion, and it really came across that you understood our attendee’s job and their challenges. You had us all laughing and really drove home your six points for Everyday Excellence.”

    Tracy Hallman, Project Manager, Guardian Life Insurance Company

     

  4. “Lisa Ford was awesome – the most inspiring! I need to get back to work to get going with jump starting my customer service program.”

    From Health Care Service Excellence Conference

     

  5. “Lisa had a keen grasp on our industry, Choice’s client’s services and how we have all supported and presented service solutions. Service differentiation is a required focus and core competency for any successful company, especially in today’s challenging times and Lisa Ford captured it all.”

    Paul Malamet, EVP, Choice Logistics

     

  6. “Lisa was not only a home run, she was a grand slam. Afterwards they were discussing in detail “what would Lisa do” and hopefully applying it to their current customer situation -- it is really great.”

    Diane Schmeichel, IT Department, Southern California Edison

     

  7. “I wanted to take this opportunity to thank you and congratulate you on a wonderful year with us. You’ve done a great job on every assignment – even more impressive since most involved brand new content. Leaders told us they left with new ideas and they think this session is an important one for other leaders. Thank you bringing such value to us.”

    Patty Wirth, Director Branch Staff Training and Development, Edward Jones

     

  8. “For the past two days I’ve heard over and over managers say to one another….”remember when Lisa said this or Lisa said that!”. A greater compliment couldn’t possibly be extended. I believe my group is inspired to build a strong foundation of loyalty among their customers and that what they learned from you will find its way into every day practice.”

    George Hellen, Resident District Manager, Aramark

     

  9. “I wish to compliment you on the thoroughness of your pre-conference research on our Association and the work that we do in support of our mission. It made it relevant to our audience. Our staff left the meeting motivated to strive for excellence in customer service and more importantly, with a strong sense of how to create that environment in their office and communities in the year ahead.”

    Tom Bognanno, Executive Office, American Diabetes Association

  10. “You did a great job of incorporating examples and stories that were so relevant to our everyday experiences. We were impressed by how well you did this given the unique nature of our business. We continue to use phrases and analogies from your presentation in many meetings and memos. We have added segments and vignettes from your videos to our customer service training. I cannot say enough about how valuable your materials have been to us.”

    - Nicole Dunn, Senior Manager, Learning and Development, Lash Group

  11. “I have had the opportunity to experience a number of “motivational” speakers. While I am often entertained and certainly experience the short term excitement that these speakers generate, I also usually feel that the message is generic and lacks long term sustainability in business practice. My team’s experience with you was very different. Your comments directly addressed the issues we are facing and your thoughts and ideas on what we can do differently will have a profound effect on our performance. The team was energized by your performance, but more importantly, the team was challenged by your ideas on how a large organization like this one can get better by focusing on the individual customer interactions we are privileged to experience each and every day. There is no doubt you made a lasting impression.”

    Dan Walsh, AT & T, Select Accounts and Indirect Channels

  12. “It was obvious you did your homework and personalized your message to our audience. Your reference to things such as AGe-NET, our Corporate Objectives, our Service Pledge, the HEAT Model, etc. made it feel like you were an insider who really understood our firm. The audience also felt you opened their mind to new techniques for dealing with customers that were actionable and easily implemented.”

    Sue Weiss, V.P., A.G.Edwards & Sons, Inc.

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