Transforming Clients Who Wish They Didn't Need You Into Raving Fans!
Jennifer L. FitzPatrick
Certified Speaking Professional, MSW, CSP
Do You Serve Stressed Out Customers?
Jen's presentations help you:
≫ De-escalate difficult clients
≫ Reduce burnout so your staff are better equipped to handle stressed customers
≫ Improve outcomes, service and reviews
≫ Decrease complaints
Sample Keynote Topics
HOW TO DE-ESCALATE (AND POSSIBLY EVEN DELIGHT) CUSTOMERS WITH PERSONALITY DISORDER TRAITS
Ever wonder why some customers are so much harder to satisfy?
Approximately 15% of us have a personality disorder (DSM-5). These frequently occuring conditions impair a person's ability to reason and relate effectively with others. This includes our customers!
Serving someone who is overly dramatic, has difficulty respecting boundaries or needs excessive attention is not only exhausting but often contributes to poor reviews and lost business.
This program-- presented by a former psychotherapist-- will unlock the secrets to de-escalating and possibly even delighting those with some of the most challenging personality disorder types. You will walk away better understanding what makes them tick and how to better manage them. This game changer program is for audiences who want to maintain their sanity while providing excellent service to customers who seem impossible to satisfy.
HATEFUL TO GRATEFUL: CHANNELING YOUR INFLUENCE FOR IMPROVED PATIENT OUTCOMES & BETTER REVIEWS
Most people dread needing a hospital, doctor's office, assisted living, nursing home or home health agency. Because of this, new patients and families are often stressed and in a negative frame of mind when you begin working with them. Fortunately you have tremendous power over how most patients ultimately perceive their experience with your organization! This motivational session shares simple strategies on how to win over patients and their families early on, keep them happy and transform them into fans.
JENERATE LOYALTY THROUGH JENEROUS SERVICE: BECOMING THE FIRST CHOICE OF CLIENTS WHO NEED YOU
They Don't Want TO Need You...But THey DO!
Re-entry" to the New Normal is going to be difficult for all of our clients.
Every organization has the opportunity for a fresh start post-crisis and to embrace the New Normal differently from their competitors.
This session will help you build a momentum of optimism and loyalty to best engage your patients and clients and their families moving forward to the New Normal.
BURNED OUT TO BETTER NOW: HOW A POST-PANDEMIC PLAN WILL ENDEAR YOU TO STRESSED-OUT CLIENTS
Burned Out To Better Now: How A Post-Pandemic Plan Will Endear You To Stressed Out Clients.
Before the pandemic, burnout was classified as an official phenomenon in the International Classification of Diseases. Prior to Covid-19, nearly three quarters of all healthcare leaders suffered from it. The pandemic has elevated this frightening problem to a new level. This timely, thought-provoking program will help you identify burnout in yourself, your leaders, and perhaps, most importantly, your frontline staff. Leave this session better understanding the impact burnout has on client engagement. Also discussed will be strategies for preventing and minimizing burnout in your organization so your service goals are exceeded.
CONTAGIOUS: HOW OUR MOOD & ENERGY IMPACTS STRESSED CLIENTS
LED BY FORMER PSYCHOTHERAPIST JENNIFER L. FITZPATRICK, THIS SESSION INSPIRES YOUR AUDIENCE TO MANAGE THEIR ENERGY TO BOOST CLIENT EXPERIENCE!
Your clients come to you tired, stressed overwhelmed. They wish they didn't need your services but they have a problem that they hope you can solve.
Everything we do has an impact on the client, whether we intend it to or not. This includes body language, facial expressions, and the quality of our word choices. Each interaction decreases or increases the client's stress level.
You will walk away from this keynote presentation better prepared to:
assess the mood and energy of yourself and your team
decrease the stress level of every client you encounter
better connect with clients who wish they didn't need your services
DOWNLOAD JEN’S KEYNOTE SHEET
"Our clinicians and administrative staff loved her talk! Our team members are still referencing points Jennifer made during the presentation that are helping them reduce stress while improving service and outcomes for our patients and customers."
--Colleen Cubbin Hughes
"Jennifer FitzPatrick's program on generational diversity in healthcare has helped our members adjust their communication with patients, clients and colleagues of different ages. She is an engaging professional speaker who did her homework so the message would resonate with our audience. Don't hesitate to bring Jennifer in for your next meeting."
Fernley & Fernley, Founders of Association Management
"As Keynote speaker for the Hospice & Palliative Care Network of Maryland Annual Conference, Jennifer's enthusiasm radiated and set the tone for our theme of Ready, Set, Grow! Her presentation gave us all a sense that we will most certainly endure and even thrive in this "New Normal"."
Hospice & Palliative Care Network of Maryland