Grow UR Biz Blog – WITH CAROL

ELVIS’S ENTREPRENEURIAL INFLUENCE

August 16th Elvis Presley would have been 82 years old. Who remembers his unique musical delivery, his charisma like no other, his Elvis the pelvis reputation and of course his smooth talkin persona.

There was much more to Elvis than what you saw on stage and in the movies. He understood marketing, branding and if alive today would have embraced social media. Did you know that he has a saying “Taking Care of Business” that was so important to him his provided necklaces with the slogan so they would remember that business was important and a priority.

And then there was Colonel Parker his long time partner who created a brand that continues to live and become the top grossing entertainment brand in the world bringing in $55 million a year. The one thing Elvis understood and clearly practices was that he recognized his strengths and weaknesses and surrounded himself with people who would compliment his skills and maximize impact and cash flow.

Elvis understood the value of global thinking. He always thought big and global. His 1973 concert, Aloha from Hawaii, was the first ever satellite broadcast of a live event, shown to more than 1 billion people around the globe.

Then we can add that the Colonel and Elvis understood that the Presley brand could be successful in many other mediums. They launched into product and movies with their well known brand.

Most of you might think of Elvis as solely a “rock” artist. However, he had the ability to sing gospel, R&B, blues, rock ’n’ roll, swing and crooner jazz. He was beyond the average entertainer, bringing the world a host of performances

Entrepreneurs, it’s time to sit down, head to You Tube and listen to some of Elvis’s most famous tunes. As you are doing that think about how you might mirror some of his successful actions.

Entrepreneurs – learn about the power of branding, take care of business every day, surround yourself with loyal talented folks who can enhance your brand, diversify, always look for more revenue sources, think big, then think again and Think even Bigger.

Once you have this down pat, just enjoy his music!

3 Types of Loyalty

Is loyalty important to you and your business? Have you given much thought to loyalty or are you just preparing to sell something? Can loyalty make or break your small business? Are your customers loyal to you, your product or service, or your brand? Food for thought, for sure. Let’s take a look at LOYALTY!

What works when it comes to loyalty?

1. BRAND LOYALTY – Your brand, product and customer service must rise above the competition. Ice cream, as an example, we all know that Ben & Jerry’s ice cream is a notch above the other brands. They stepped on the scene in a small gas station in Burlington Vermont. In 1983 they made the world’s largest ice cream sundae and in 1985 they established the Ben & Jerry’s Foundation to help in the community, then in 1986 they launched the Cowmobile marketing campaign and drove cross country handing out free ice cream nationwide. Do you see how they outsmarted all the competition?

2. PRODUCT OR SERVICE LOYALTY – Did you ever hear of a business where the customers say, “I don’t like the owner, their service is bad but they can fix an air conditioner like no other.” They are so good at what they do we can overlook the other two other factors. Can you see that some day a business could come on the scene and scoop up all their customers with outstanding service and an owner who works on strong relationships?

3. OWNER LOYALTY – and then there is the guy or gal who owns the business and is so friendly, so accommodating and so personable. BUT, when the cat’s away the mouse will play and their customer service is not so good and the product is not consistent. But the loyalist will return time after time because the research says that customers will pay more if you make me feel good and a smile is more valuable than a discount.

Webster describes loyal as unswerving in allegiance. When it comes to your business you may want your customers to be loyal to you, your product or service and your brand. It’s the perfect marriage, working to achieve this is pivotal to success. Think Loyal!

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

TOO NICE – 7 Lessons from Musikfest

This week music takes over Bethlehem and the Lehigh Valley celebrates music, the arts and the generosity of the community to keep the largest music festival in the country performing.

In between concerts, I stopped by a downtown restaurant for lunch and a bubbly, friendly, over-the-top amazing young lady almost jumped out of nowhere to wait on us. “Hello, I’m Megan, can I offer you some drinks, I would love to refill your mugs (in case you never have attended Musikfest you can purchase a mug and fill it with a beverage), how about some appetizers?” My friends and I asked for some ice tea and to look at the menu. She left and came back with our drinks. I asked her about her vegetarian burger wondering if it had gluten? She came back to tell me that it did, in fact, have gluten. I took another look at the menu, she turned around and began to take off and offered this, “I’m really good at selecting a menu item for you, if you need my help.” What a waitress! I was smiling through the whole experience. But have you ever heard someone say, she or he is too nice? What do you think?

I’m thinking there’s no such thing. Today customers are looking for good food, well-presented or the experience of food. Those who provide food and experience are one step ahead as long as they commit to both and show their customers that they are special and are the one and only customer they have.

Here are 7 Lessons from Musikfest

JAZZ it up – keep your space new, fresh and exciting.
Put your heart and SOUL into your business.
Make sure you SWING into action when customers arrive.
When it’s time to ROCK & ROL, go for it.
When you are in a FUNK, don’t let the customers know.
When the business is doing the SLOW DANCE still continue amazing service.
Make sure the RHYTHM in your business is consistent so you customers know what to expect every time they visit.

Musikfest does one heck of job providing a great experience coupled with amazing food. Some attend for the food, some attend for the music and many attend for the socialization.

I will definitely make a point to look for Megan on my next trip. She was too nice and we loved it.

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

IS THIS THE YING AND THE YANG?

Lunch time, well not really. I didn’t get to lunch last week until 3pm because of computer problems. I went to the ‘famous’ computer store…. they were polite, made you feel like you were the only person in the store. My technician called me by name, shook my hand, and smiled while welcoming me to the store. This is a good day.

Now, about lunch, I was starving and decided to go to a restaurant where I could sit outside. I waited and waited and waited at least 15 minutes. Finally, a bus boy arrived and said, “Are you being waited on?” I told him I hadn’t been. “Well, let me at least get you water.” He came with the water and told me that my server would be here momentarily. She finally arrived and I’m starting to feel the affects of starvation. I tell her that I would like to order a chicken cheesesteak but that I’m gluten free and I’ve eaten here before and they have gluten free bread. She says, “Well we don’t have buns all the time.” I reply, “That’s okay, what do you have?” She says, “We only keep a limited supply of the gluten free bread so I’m not sure we will have it.” PAUSE – PAUSE, I ask her to check and I get the evil eye. Obviously, she had her lazy shoes on because she did not want to go inside to check. But she goes in and then tells me we have two buns left and I tell her I only need one. Finally, she brings lunch and it was delicious. When I ask if Jane (a friend of mine) was working today, she begins to perk up. Yes, she is! When she came back to check on me, asks if I need anything else, do I want dessert? Are you ready for the check? She now decided to give me the, ‘you’re about to pay smile.’ Oh well, another customer service fail.

Today, I have to get my mom a new purse, I went to Kohl’s in Allentown, pick out the purse go to the register after having no less than two people asking me if they can help me. At the register I find Miss Personality working today. Wow, what a difference! She’s helpful smiling, courteous, and asks me if I’d like to join a rewards program. I forgot my credit card, “No problem, I would be happy to assist with that.” During the purchase her register shuts down and I get a big apology but she doesn’t miss a beat and runs to another register to finish the transaction. See you again soon!

Three Customer Service Lessons

1. Beware of the customer service scams, when the waitress or waiter isn’t nice until the check comes. And then you decide whether she or he earned the tip.
2. Be sure to thank the person who does an extraordinary job and has great customer service skills and frequent that store, restaurant, or establishment.
3. I think the initial greeting says its all, if there is an attitude, no smile and a ‘you are bothering me attitude’…. JUST SAY NO!

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

It’s All about ME!

It’s all about me! I, I, I. Me, me, me. How can I build my business? How can I make more money? How can I get more customers? When can I start my taking my social media to a new level? When am I going to grow my reputation?

WRONG!! I’ve seen so many businesses who believe they can do it all by themselves.
1. Maybe the number one reason is that they don’t want to pay someone.
2. They may struggle with sharing information.
3. Maybe they don’t believe in the value of key marketing strategies.
4. Or, they are not good at training.

All those answers relate to small thinking. When you think small you spend time working on small things. You might have the inability to see the bigger picture. Here are a couple of words that relate to small thinkers.

Narrow-minded – not interested in any idea except their own.
Rigid – not willing to ever change their ideas, attitudes and opinions.

Intolerant – not willing to accept any beliefs but their own

When it comes to small thinking and those words that describe it, all very much the same – It’s all about me, I’m right, everyone else is wrong!

On the other hand,  are a different story. They take risks, they hire people smarter than they are, they can see the future, failure isn’t something that will hold them back. They look for new ideas and new projects all the time. Here are a couple of words that relate to BIG THINKERS.

Flexible – will change their mind for the benefit of all, not themselves.
Open-Minded – new ideas rock in their world.
Visionary – they know that success is near and they need others to get them there.

When it comes to BIG THINKING the message is clear, ‘I’ isn’t in their vocabulary, however, ‘we’ is their most spoken word.

Here’s a great example of a BIG THINKER – Laurel Myers, Senior Director, Products & Innovation, The Honest Company “Millennials need the same products and services everyone else does, but they demand more – better quality, higher ethical standards and greater value. Myers says that if you want to know how to serve this market, you had better be ready to listen.”

Like BIG THINKER Laurel Meyers, whose company sells Honest Tea to millions to truly be successful besides being a BIG THINKER you must understand your audience, who they are, how they think, and what they need.

So, be a BIG THINKER…..we, we, we, we can do it.

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

7 Ways to become a SUPER CONNECTOR

I’ve seen it all. Your boss says, “I want you to get out of the office and network.” Or you are the owner of a small business and you want to get more customers. Well, don’t just sit there. And heed the WARNING…. don’t walk up to people and say, “Hi, I’m Joe, I work at XYZ Bank. Would you open an account with us?” Or “Hi, I’m Kathy, I’m a realtor and looking to list homes in your area, can you give me three names of people you know who are selling homes? I’ll call them and tell them you sent me.” I call this “get in your face networking,” it doesn’t work and many times it is offensive.

But before you go, how about we learn a little more about effective networking and becoming a Super Connector.

  1. Networking means you start or continue to build a relationship (trust is the single most needed emotion that can turn a friend or colleague into a someone who will refer you)
  2. Make sure they know what you do – People don’t refer you for many reasons, maybe they don’t like you or maybe they don’t understand what you do – when you are into the relationship and you know they like you, take the time to share what you do.
  3. Refer others first – this is the BIG ONE, give first, refer first, take time to really get to know them well enough to help them first.
  4. Just get together – when building the relationship make sure you get together with no sales, no business, nothing but ‘I want to get to know you better’, find out what makes them tick and what common interests you have.
  5. Chemistry Matters – be able to identify people you will not be able to refer. If there is no chemistry between you and nothing in common, give it up and spend your time nurturing the relationships that matter.
  6. Choose your venue carefully – don’t waste time going to places that don’t attract quality entrepreneurs, generally people like to go to cool venues, with upscale food and beverages and, if there is a speaker, make sure the speaker and the topic are of interest to you.
  7. FOLLOW-UP – this has to be the number on reason where networking falls apart. You can’t find the business cards, you don’t remember what your conversations were and if you wait too long they won’t remember you.

We all know “You can’t stay in the corner of the forest waiting for others to come to you. You have to go to them sometimes” – a quote by the famous Winnie the Pooh

You may want to consider leaving the corner of your office and becoming a Super Connector, TODAY!
Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

THE OMELET AND THE BUFFET

I always keep a special eye open when I travel because I don’t generally know anyone and the customer service stories abound.

Omelet Line – So, I walk up to the omelet station, grab a plate and a woman comes up behind me and starts huffing and puffing like a teenager. I glance at her and she says, “I hate when someone gets in line in front of me.” Even though she wasn’t in the line when I got there I offer for her to go first. She moves in front of me but is visibly uncomfortable. She starts talking fast and says, “You took my spot in line.” I said, “I didn’t see you and I would never do that.” She says, “I really hate when someone goes in front of me.” I go silent, sometimes the best strategy. All of a sudden she leaves. The chef asks me what kind of eggs did she want. I didn’t know what to say since I was already on her bad side. No where to be found I tell the chef to give her regular eggs. Now the chef is huffing and puffing because this lady ordered an omelet and then left. Suddenly, she bolts over to the line, gets in front of me and six other people, grabs the omelet, throws a dollar at the chef and leaves. Now, the six other people are shaking their heads in disbelief.

Buffet – Off to the rest of the buffet and I see that they have fresh red beet juice, I took one sat down and began to drink. A big lump of something was in my mouth! Not good….I had to spit it out and called over the waitress. She and another waiter (I named him ‘Chuckles’) are figuring out what to do. He was headed to the kitchen so she asks him if he will please take the remaining juice to the kitchen and tell them something is wrong. He says, “NO, it’s your table, you do it.” OMG, teamwork at its finest. She didn’t want to leave my table until the manager came by. She could not have been apologetic. Mr. Manager came over, apologized explained that the Chef is supposed to taste the juices every morning and obviously didn’t. He offered to pay for the breakfast and took my name in case I needed anything else. I was pretty sure I didn’t swallow any but it’s an awful feeling having that slimy stuff in your mouth.

The moral of the omelet story – there was clearly something wrong with the woman. I didn’t know that at the time, but tried to be polite, speak softly and let her go first. I could have argued with her, denied the line jumping and made her even more angry. Never jumped a line in my life, not starting now, but it doesn’t feel good to get accused of something you didn’t do. – LISTEN – SOFTLY REACT AND LET HER HAVE HER WAY IN LINE

The moral of the buffet story – While waiting for the manager I was chatting with the waitress and told her that I write a column on EXTREME CUSTOMER SERVICE and I might include “Chuckles’ in the article. He was not a team player and was quite rude to her in front of me. After she left she went and told him he might be featured in my article and boy did he perk up. He actually even put his arm around her, started smiling and developed a hustle and bustle in his step. MS. WAITRESS COULD NOT HAVE BEEN MORE ACCOMMODATING, EMPATHIC AND POLITE – she received $10 tip. MR. MANAGER DID THE RIGHT THING – I’m sending a letter to the restaurant’s owner. Chuckles, well, he just ended up in my column this week, but my guess is his customers had a great day with him once he found out he was on the HOT SEAT!

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

EMOTIONAL INTELLIGENCE 7 REASONS WHY

Ahhh, Emotional Intelligence (EQ) – the capacity to be aware of, control, and express one’s emotions, and to handle interpersonal relationships judiciously and empathetically. Some say it can be the key to personal and professional success. When emotional intelligence is high, you have the ability to ‘read’ people which can be very important when building a biz! I’ve been known to say he or she has no self-awareness based on a behavior which might include lack of self control, the inability to access someone’s emotions or actions.

A good example is, you know, when you are shopping, ready to check out and the cashier is completely ignoring you and talking or texting a friend. Or you are with someone and they take over the conversation, get to close to you and literally invade your personal space. Both have no self awareness.

I think there are 7 Reasons why someone with Emotional Intelligence (EQ) has a better chance of making it in business.

  1. They persevere, giving up is not an option. The one and only option is finding a solution even if it means failing once in
    a while.
  2.  They have the ability to be happy most of the time. Not to say they don’t have their moments, but working with customers can be challenging and if you start out happy, most days will be smooth sailing.
  3.  They can and do motivate themselves, they get up and go every day.
  4.  They position themselves as an expert, others look to them for advice.
  5.  They are lifelong learners – they read every small biz book they can get their hands on like “The Tipping Point.” Read it, you will not regret it.
  6. They not only embrace change, they create it.
  7. They take care of people, first their staff and second their customers.

In a 1995 interview, Steve Jobs said, “I’m convinced that about half of what separates the successful entrepreneurs from the non-successful ones is pure perseverance.”

You can be an expert, too. Someone once asked me, “What makes you an expert?” My answer was, “My clients, my friends, my community, my associations and more.” You can be an expert too. Pay attention to your own self-awareness and position yourself genuinely as an expert. After all, we all are an expert at something.

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterbck and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

UNITED WE STAND 5 THINGS U NEED TO KNOW

Recently, I’ve had to fly for work and pleasure. The old gray mare just ain’t what she used to be. I remember looking forward to getting on a plane, being treated special and being served crabmeat stuffed tomatoes with chocolate covered strawberries. Some folks even dressed up to travel. Today, it’s very different. After seeing the man being drug off the United flight last week, it made me think about what has happened to the airline industry.

My son and his family recently flew on a different airline and when they arrived at the airport they realized that another airline separated the entire family, including my 4 year old granddaughter, she was to be seated by herself. Can you imagine? They were tired from an exhausting vacation and, to top it off, many other families had their seats moved. It was a hot mess. They finally put my granddaughter with her mom and the boys had to sit separately. The 10 year old was getting told over and over again by adults that he was in their seat. Tears began to flow, he was scared and treated rudely. The end of the story is my son was offered $1500 a seat to get off the plane. They turned it down after all the turmoil and just wanted to get home.

Then, last week I see what seemed to be a sincere apology from the United Airlines CEO and a commitment to changing airline policy. He said, “I take full responsibility for what happened.” When he was in front of Congressional leadership they said to him, “If you don’t change your CUSTOMER SERVICE, we will change it for you with legislation.” I researched further and it seems the real problem is that because of all the airline mergers their isn’t much competition with the major airlines. So now, Congress is going to mandate customer service, will that work?

UNITED WE STAND with Customer Service 5 Things you Need to Know

Your employees are your first customer – treat them like Gold!
Spend dollars on training, make a commitment to annual training!
Create a customer service incentives program.
Follow-up with evaluations every 3-6 months.
Spend more time with the top 20% of your staff, get them well trained and give them the responsibility of leadership. Their performance will enhance the environment.

United is about to embark on big changes. It’s almost a shame that dragging a human being off a plane got them to a place where everyone in the country knew what had happened and now everyone in the country is waiting to see if the CEO meant what he said. Mr. CEO, you can create a Company Culture that is unprecedented with a new brand, new voice, new vibe and new culture. Hopefully, the public will stand UNITED!
Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

5 Grow UR Biz Lessons from Sheetz

Just another weekend learning about customer service, looking for ideas to Grow UR Biz. I needed a bottle of water on my way to work in State College and I have to admit, I generally don’t go to Sheetz but it was on the way. Knocked my socks off! I walk in and ask if they had iced coffee. The young man behind the cash register came out from behind the register, walked me to the ordering computer and began to train me on how to order their $1.99 freshly brewed ice coffee. He asked me if I needed anything else and I asked if there was Splenda and cream. He took me over to another station but I still didn’t see the little yellow packets and that’s because they have a state of the art sugar machine…..You put your coffee under the spout and hit 1, 2 or 3 sugars. Now I’m amazed. The cream comes out the same way. Half and half, skim milk, regular milk and 2%. I decide to look for my water, I pass 5 BIG tunnels filled with peanuts, chocolate chips, M&M”s and more. I wondered what this was, can I get a bag of peanuts? Then I notice the sign, it was for the ice cream sundaes you could build. I leave that area on my way to the water and pass the Soda Cave – yes, the Soda Cave. It’s a big walk-in cooler filled with cases, six packs, chilled and ready to go. I’m not a soda drinker but I am over the top impressed. I head to the ladies room, clean as a whistle. On the way out I see a mini lounge for customers to sit and enjoy their beverages and snacks.

It takes a lot to knock my socks off, but here are

5 Lessons from Sheetz…

The same old, same old doesn’t work, new ideas, new unique ideas keep us coming back.
Scheetz designed this with the customer in mind, always keep your customers needs before yours.
Shake it up a little bit, try something new, something that is unconventional and edgy.
When a customer or future customer steps inside your business, they need to feel like they are important, like they are valued and that you are offering something that might even be irresistible.
This particular Sheetz was truly innovative and bordering on spectacular. Customer service was extreme, set-up fascinating and, by the way, coffee was very good.

At the end of the day the consumer rules. Keep them first and you will succeed.

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.