Monday,May1

2:00pm PowerofPRIME–PartnerEditionDesignedasaspecialtimeforourPRIMEElitePartnerstohaveaconversationabouttheirbestpracticesandthechallengestheyfaceasmanufacturersandserviceproviderstothisindustry.Discussionguideswillbedistributedinadvanceofthemeeting.

4:15pm SystemPavers1570BrookhollowDrive,SantaAna,CA92705(949)263-8301

MeetinthelobbyofthebeautifulHyattRegency.OurcoachwilltransportustoSystemPavers.Thishighlysuccessfulcompany($100–120million)willhostusintheirbeautifulshowroomfacility.Wewilltourtheofficesanddepartmentswherethegeniushappens.AsLarryGreenleadsthetour,hewillansweryourquestionsandsharesecretsofthisoutstandinglysuccessfulorganization.

6:00pm CocktailsandDinner

Stayrightwhereyouare!WewilltakefulladvantageofSystemPavers’gorgeousandcomfortableoutdoorlivingspacestoindulgeincocktailsandacasualdinner.

Tuesday,May2

7:15am Breakfast–YouSnooze,YouLose!Joinusforahotbreakfastand,evenmoreimportant,hotcoffee,aswestartourconversationsfortheday.BusinessCasualorBusinessSmartattireisappropriatefortheday.Bringasweaterorjacketasmeetingroomscansometimesbechilly!

8:00am WelcometoPRIMEElite

Let’sseewhatandwhothedayhasinstoreforus!Lifeisgoodandtodayisspecial.

HuntingtonBeachMeetingAgendaHyattRegencyHuntingtonBeachResort&Spa

May1-2,2017

HuntingtonBeachMeetingAgenda(continued)May1-2,2017

8:30am APositiveCultureDeliversExtraordinaryResultspresentedbyTeriYanovitch

Yourcustomer'sexperiencebeginsandendswithyourcompany'sculture.AccordingtoTeri,aformerspeakerwiththeDisneyInstitute,thedeliveryofexcellentserviceshouldbeviewedasawayoflifewithinanorganization.World-classcustomerservicedoesn’tjusthappen,itmustbeplannedandmanaged.Thismeansingrainingitintothefabricoftheorganizationsothatitbecomesknownthatserviceexcellenceis”howwedobusiness.”YourcultureoftomorrowbeginswithwhoyouhiretodayandTeriwillsharehowtoengagetheheartsandmindsofyouremployeestowanttodeliver“theextra,”howtocreateaseamlessgreatcustomerexperience,andhowtosustainthecultureovertime."Yourcustomer'sexperiencebeginsbeforeyouknowtheyexist."

9:30am BreakoutDiscussionGroups(chooseone):

• TalkwithTeri

FacilitatedbyTeriYanovitchWearesureyouhavequestionsabouthowtoimproveyourcustomer’sexperience.Sitinaninformalsettinganddiscusswhatyouhaveheardandhowitrelatestoyou.Yousettheagendaforthisdiscussionwithyourinsightsandobservations.

• AConsistentlyStrongTeamThroughTrainingandTestingFaciliatedbyBobCuadra,SystemPaversRealizingthevalueofqualitytraining,testing,training,andtesting,SystemPaversmaintainsacontinuouscycleoflearningandpersonalskillsperformanceenhancement.Muchofthecompany’ssuccessisattributedtothisoutstandingprogram.Learnhowyoucanimproveyourteam’sperformance.Train.Test.Repeat.

10:45am Consistency:TheDifferenceBetweenaGoodBrandandaGreatBrand

Agoodbrandisabrandthatisrecognizableanddirectscustomerstoyourcompany.Agreatbrandismemorable,reflectsyourcompany’svaluesandcreatesanemotionalresponse.

HuntingtonBeachMeetingAgenda(continued)May1-2,2017

11:30am TheValueofRecurringRevenuethroughConsistentRelationshipsPresentedbyLarryGreenWhatisthevalueofacustomer?Itcanbeaone-and-doneORthetruevalueofacustomercanbemeasuredexponentiallywhenrelationshipsaremaintainedandnurtured.Dothemathasyoufollowalongwiththispresentationtorealizethepotentiallife-timevalueofmaintainingconsistentrelationships

12:30pm Soup’son!

Andmorethansoup,afull,tastyandnourishinglunchwillreplenishandrefresh.Takeafewminutestoreturnthosecrucialemailsandphonecalls,butdon'tneglectthisopportunitytodiscusswhatyou’velearnedthroughoutthemorningwithyourcolleagues.

1:30pm ClarityofPurposeandSustainableLeadershippresentedbyKevinO’Neill

It’sonethingtohaveasolidone-year,five-yearoreventen-yearbusinessplan.However,whencircumstances(shortofanaturalcatastrophe)arrivethatbringaslow-downinbusiness,it’seasytolosesightofthatplan,scrambletoshapeaquickreactionandmakeanabruptleftturninsearchofaswiftfix.So,howdoyoucreateasustainable,workableplan?Castthevision.Engagethestakeholders.Keepthelong-termstrategyinview.

2:15pm FromtheFirstBelltotheLastNail

Themomentyouringthedoorbellandenterthehome,yourcustomer’sexperiencebecomespersonal.Youareintheirspaceperhapsforanhour,perhapsfordays,weeksormonths.Littlethingsmatter.Appearance,presentationandcleanlinessarejustthebeginning.Thelastthingyouwanttodoistomakethehomeownersandallwhodwellwithinuncomfortableintheirownhome.Let’sdiscusswaystoensureahappyandpeacefulexperiencethroughouttheentireprocess.Itmakesahugedifference.Losethejobonthefirstvisit?Savetherelationship.

HuntingtonBeachMeetingAgenda(continued)May1-2,2017

3:00pm BreakoutDiscussionGroups(choose1):

4:00pm

5:00pm

• SomePeopleAreBorntoBeDifficultfacilitatedbyJoyKilgore

Everyone(includingyou)canbedifficultattimes.Butsomepeopleseemtomakeitalifechoicetobedifficultmostofthetime.Negativepeople–customerandemployeesalike–canbecomeamajorsourceoffrustrationanddistraction.Let’sanalyzewaystodefusedifficultsituationsandmovetoimportantmattersathand.

• QualityControl–EveryStepoftheWay!Weoftenconsiderqualitycontroltobetheresponsibilityoftheprojectmanageronthejob.Anditis!Butqualitycontrolbeginsthatmomentoffirstcontact–whetheronline,bytelephoneorwhenaperson(customeroremployee)stepsontoyourproperty.Walkwithusthroughanencompassingprogramthatembracesqualitycontrolthroughouttheprojectandendsonlywhenthecustomeristhrilled.

Move2-StarReviewsto4StarsandMore!GroupPartcipationOnlinereviewscanquicklyattractorturnawaypotentialclients.Learntoavoid2starsbeforetheyhitthereviewsites.Successfullyaddgreater4and5-starreviewstoquicklyinfluenceprospectstoyourcompany.ClosingRemarks–TakeaBreak,ButDon’tLeave,There’sMoretoCome!

6:00pm CocktailsandDinnerontheLawnManyhavecommentedthatthisisoneofthehighlightsofthemeeting.Theworkisdone,ourmindshavefeastedandnowit’stimetounwindwithabeautiful,deliciousandrelaxeddinnertocloseoutthemeetingwithfriends,oldandnew.Weatherpermitting,wewilldineoverlookingthebeautifulPacificOceansurf.