petra_marquart

Petra Marquart is principal in the international speaking and training firm, Petra Marquart and Associates. Prior to this, she was Vice President of Operations for Krohn Management Corporation.

She is the author of the best seller, The Power of Service: Keeping Customers for Life, and a certified trainer for the widely acclaimed customer service program, Treating Your Customers Like Gold. She wrote customer service training programs for the Mall of America, US Bank, Target Center Arena, Casinos America, Metro Dentalcare, Park Nicollet Health System/Methodist Hospital, and Fairview/University Health System. In addition, she serves as a consultant to Mayo Clinic and is certified in Achieve Global’s Leadership Series.

She has been a featured presenter at international conferences and conventions throughout the world for the American Dental Association, American Veterinary Medical Association, American Association of Meat Processors, American Nephrology Nurses Association, Institute of Real Estate Management, American Institute of Banking and the American Society of Cataract and Refractive Surgery (ASCRS).

She has served as a member of Honeywell's Adult Continuing Education Board and as an educational partner with Canadian Pacific Rail System, Hennepin County Government Center, Northern States Power, and Minnesota Multi Housing Association.

Areas of Expertise:

I love people who are willing to imagine themselves being better tomorrow than they are today. I often find this in managers who understand their influence over others, leaders who grasp the power of inspiration and frontline employees who desire to make a difference. I love addressing anyone in health care, property management, hospitality, and retail sales.

The Power of Service
The Power of Service is our most popular and successful presentation.
It is based on the best seller, The Power of Service: Keeping Customers for Life, and addresses service from all aspects: structural, interpersonal, systemic and operational. It answers the questions: What is service? How do we bring service to life? It has received rave reviews from audiences from San Francisco to Munich. It is appropriate for all levels and job functions and can be customized to address any service topic. It is appropriate for both keynote presentations and workshops.

The 7 Deadly Sins of Service
Even with all of the customer service training taking place throughout business and industry, customer satisfaction is at an all-time low. Is it because workers don't know what to do? Hardly. It's that they're not using the information they have. But why? This presentation answers that question. It addresses the individual choices made daily that either support or impede great service. There really is no excuse for bad service. This session can be offered as a keynote address or in workshop or breakout format.

Leading a Service-based Organization
How do you create a service-based team, work group, department, division or organization? You hire it, train it, guide it, reward it and model it. This presentation has been designed specifically for people who are responsible for the culture or environment within which people perform. It provides clear instruction as to how to create an environment in which people thrive and where productivity, creativity and passion abound. This presentation is appropriate for managers and leaders and is offered as a keynote address, seminar or workshop.

Thriving Through Change
The only thing that remains certain is change. Yet change creates tension and anxiety for many people. Whether it's imposed or chosen, change can be a challenge and often fills us with fear and concern. And yet change is what keeps us from being stagnant. The ability to adapt to change and move on is at the core of successful organizations. In today's world, change is mandated. Organizations resistant to change will die on the vine. This presentation is appropriate for all levels of the organization and job functions. It is appropriate as a keynote address, workshop or seminar.

The Champion Within
If the tank is empty, the car won't run. And if self-esteem is low or empty, performance, innovation, risk-taking and conflict management won't work either. In order for high performance and engagement, workers' sense of self must be intact. When it is not, blaming, denying, barely functioning and anger are at the core of day-to-day performance. This presentation clarifies the role of self esteem in productivity and service and defines each person's responsibility to maintain one another's sense of self. This presentation is appropriate for all levels and functions within the organization. It can be offered as a keynote address or workshop.

"Your energy, enthusiasm and ability to translate how our actions are seen from a patient's perspective are of incredible value to us. Today our staff returned to work invigorated and ready to show we care. We couldn't ask for anything more. Thanks so much." Bob Sheeler, MD Mayo Clinic – Rochester, Minnesota

“Petra is a dynamite speaker. She is able to create electricity in the room!”

"I'm not sure why we bothered with the rest of the conference when all people talked about for the next two days was Petra Marquart. You grabbed them by the lapels at the start of your talk and riveted them to their seats until the end. Thanks for a job very well done." Don Feeney Research and Planning Director Minnesota State Lottery

"Petra delivers a cutting edge program characterized by the things that matter most to us - high energy, real passion and valuable content! She tailored her program for a diverse audience of restaurateurs, all of whom raved about her message. " David Kristal Embers America

Petra is fabulous! She gives meaningful and useful content and wraps it in enthusiasm and wit. Having worked with her on multiple occasions, I know she can be counted on for excellence every time. Suzanne Wolf Galleria Retail Center Manager