“Client appreciation defines cultural values, client engagement and powerfully predicts market behaviour and revenue.”

Darrell’s masterclasses are a one-of-a-kind experience. They follow the principles of accelerated learning and involve 100% participation and engagement. Darrell never uses PowerPoint slides or flashcards: your audience will be totally engaged from beginning to end all while learning how to design a market-leading service culture. Most importantly, your team will understand why they are responsible for being the custodians for your brand and what they need to do to protect it.

The power of 10/10
customer service

“10/10 or nothing” will become your team’s new mantra—not just for the market, but for each other as well. This masterclass covers the foundations of quality service at the highest level, including all the significant touchpoints across your company and within your team dynamics. The power of 10/10 enables a predictable process that empowers individuals to set up and commit to excellence.

Leadership: it’s all
about prediction

With so much training and development, how can there be such a lack of quality leadership? Based on the key distinctions of leading companies such as Toyota, Lexus, and Honda, this masterclass will change the way your leadership team engages with all parts of your organisation. Using the foundational leadership principles of W. Edwards Deming, Darrell will transform your team beliefs to ensure optimal results.

7 steps to
unshakable loyalty

Any experienced manager will understand the basics of loyalty. The problem is that most are based upon a flawed process. Darrell has created a unique 7-step ladder of loyalty that covers all aspects of your company and ensures that everyone is on the same page. This masterclass covers part two of his book, The Client Revolution, which defines service excellence and how to predict unshakable loyalty.

How to avoid the
price trap

If you want to massively reduce or completely remove the focus on price in your business, then this masterclass is essential. It covers the key principles of what defines a price-driven market and how to move beyond the competition into a value-driven market. The price trap is often hidden and its principles unknown, from the understanding of management to leadership. This masterclass will outline proven strategies and help you define your own unique value-driven customer experience processes.

The compounding
revenue formula

Most companies are not aware of the four critical steps for optimising revenue and how these steps work together, and they waste a fortune investing in strategies that don’t have all four in balance. In this masterclass, we cover how to test and measure results. Delivering the best possible customer experience is vital to getting the most leverage out of this process. A minimum 21% growth is covered to ensure your team is clear on how to generate high margin and professional results.

The 10
commandments

This masterclass covers the 10 principles of mastering customer appreciation and loyalty. Based on Darrell’s best selling book, The 10 Commandments of Client Appreciation, the class examines the key elements behind team culture and its processes. Based on the research insights of some Australia’s leading businesses, Darrell will ensure you and your team clearly and comprehensively understand everything it takes to be no. 1 in customer service.

How to optimise
company value

There is a significant problem with the way businesses calculate and report customer goodwill. For years it’s been done by examining past financials. This masterclass covers the process behind the new customer due diligence model, CX-Assurance. Knowing how to assess the real value and risk of a customer base is far more complicated than just looking at the numbers. This class helps you understand the link between company, team culture and predictable financials. If you’re selling or buying a business, raising capital or want to know how to plan for succession, this is the masterclass for you.

Aligning personal and company values

The challenge many companies face is aligning both company and personal values to ensure a clear vision. This masterclass discusses why these values fail to connect and achieve results and the key distinctions behind personal values and how they align with company values. The role or position becomes irrelevant when the emotional quotient (EQ) is aligned with the objective. Using the Demartini method, Darrell covers the powerful connection between the hierarchy of personal values and the task of every position in the company to fulfil the company’s vision.

How to build a
10/10 team culture

How do no. 1 companies attract the best people and the best performance without having to pay the most? How do they get their teams to deliver the highest standard of service? The answer is simple, but not always that easy to implement. This masterclass covers the foundational principles behind aligning your team and ensuring that alignment sticks. A 10/10 team creates the highest standards of service excellence and builds unshakable loyalty. It reflects on how no. 1 companies inspire individuals to be their best while their competitors have to constantly motivate.

Ready to talk?

Interested in booking Darrell for an event? Want to know more about one of Darrell’s masterclasses?