RED-CARPET LEARNING SYSTEMS

Contents

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Table of Contents2

Media Topics6

Donna’s Tips For Your Audience8

Company Profile3

About Donna4

in the Media10

The Celebrity Experience1

3

Company Profile

Red-Carpet Learning Systems is a consulting firm which provides tools and training to help leaders in large and small businesses retain engaged employees who earn referrals and repeat business by improving the customer experience. Donna Cutting, the Founder & CEO is the author of The Celebrity Experience: Insider Secrets to Delivering Red-Carpet Customer Service. (Wiley, 2008).

Company Location: Founded in 1999 under a different name in St. Petersburg, FL. In 2011 re-located to Asheville, NC and became Red-Carpet Learning Systems.

Company Description: Red-Carpet Learning Systems has been in business since 1999. The team at Red-Carpet Learning Systems focuses on the education of customer service and the customer experience through training, keynotes, books, consulting and coaching. The training helps to engage employees to improve service resulting in raving fans who return & refer new customers.

Key Executives: Donna Cutting Founder & CEO (Chief Experience Officer)

Rachel Street Director of Delight

Kim Deyett Queen of Creative Graphic Design Shannon Rist & Chris Perillo Curriculum Design & Trainers Marnie DeGuire Queen of Connections

Company Contact:

Phone: 800-519-0434Email: Donna@RedCarpetLearning.comWebsite: www.donnacutting.com

Donna Cutting, CSP

D Donna Cutting is the Founder and CEO of Red-Carpet Learning Systems, a consulting firm that trains leaders to engage their teams to provide world-class customer service. She is the

author of The Celebrity Experience: Insider Secrets to Delivering Red-Carpet Customer Service (Wiley, 2008), a book designed to support entrepreneurs, business owners and CEO’s striving to provide their non-famous customers with star treatment.

A Certified Speaking Professional (CSP), Cutting is one of less than 10% of professional speakers world-wide to hold this earned distinction. Cutting and her team deliver presentations and training programs that leads teams through the process of improving the customer experience and converting one-time engagements into lifetime relationships.

Known for her high-energy, theatrical and interactive presentations, Cutting’s passion and energy can quickly engage an audience. Each presentation exemplifies her belief that the audience (and the customer) is the star of the show and supports her suggestions for using creativity to generate positive word-of-mouth referrals and future business. An integral part of her mission, The Celebrity Experience book has inspired business owners to treat all customers as though they were celebrities.

Donna is the Past President of the National Speakers Association of Central Florida and an active member of the National Speaker’s Association and the Global Speakers Network.

Cutting and her book have been referenced in various traditional and digital media publications. She has participated in print, television and radio interviews for a number of media outlets including: CNN Money, Investor’s Business Daily, The Business Journal of Tampa Bay, and ABC’s America This Morning.

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Red-Carpet Service

Red-Carpet Learning Systems can help you Excite, Engage, Empower,

Encourage, and Evaluate your team to deliver a world-class customer experience.

Media Topics

Donna and her team at Red-Carpet Learning Systems can provide television segments; articles; and interviews on the following topics:

• The direct link between Sales & Service

• How & Why to Give Customers STAR Treatment

• Employee Orientation: Extreme Makeover Edition

• 6 Steps to Cultivating a Culture of Red-Carpet Service

• Central Casting: How to Hire Customer Service Superstars

• Creating a Culture that Promotes Going the Extra Mile

• 5 Success Tips for Entrepreneurs

• Say Goodbye to Silo Syndrome: Teambuilding Tips

• How Small Businesses & Solo-preneurs can Roll Out the Red-Carpet for Customers & Reap Bottom-Line Rewards

Note: For television segments we can easily provide a visual segment using props to demonstrate Donna’s tips – and a red-carpet of course! Or, Donna will happily make herself available for remote segments featuring one of your local service stars.

Media Inquiries Contact: Rachel Street Email: Rachel@RedCarpetLearning.com Phone: 800-519-0434

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Donna’s Tips

5 Things Donna

Can Teach Your Audience

3Have Them At Hello;

Keep Them At Goodbye

First Impressions are important – but so are last! The team at the Durham

Performing Arts Center in Durham, NC knows this. Arrive for a performance and you’ll be greeted by smiling friendly people in red-coats and top hats who have an “At Your Service” attitude. When you leave, they’re sending you off with smile, inviting you back and following up to ensure you enjoyed your experience. Those in small and large businesses should remember to make red-carpet first impressions and LASTING last impressions.1Step Over The Velvet Rope

When Donna sat in the bleachers on the red-carpet of the 84th Annual Academy Awards she noticed that while all celebrities

smiled & waved, only one stepped over the velvet rope to pose for photos, sign autographs and shake hands with fans: George Clooney. Of course, he was the one everyone “buzzed” about later. To create buzz for your business, engage with your customers in ways that your competition won’t. This could mean embracing social media; or it could mean circulating among them rather than staying in your back office. Stepping Over the Velvet Rope is going above and beyond to give your customers the personal service that will get them excited enough to spread the word about your business.

2The Answer is YES;

The Question is How Scott Graham, former CEO of a XPACS, a concierge service for celebrities,

promised his clients “If you can imagine it, we can deliver it.” For one celebrity that meant receiving a pizza, hot and fresh from the oven, from a specific Chicago pizza place that evening by 5pm. Oh, by the way, he was staying in his flat in London, England. To ensure delivery Scott put a pizza oven and the baker on a private plane to London. The celebrity was bowled over! Most of our customers aren’t asking for the moon – or even cross-continental pizza delivery. Giving your customers Star Treatment means finding creative ways to say yes more often.

“Red Carpet Customer service is fun and interactive training that has re-energized our workforce to raise the level of customer experience at our properties.”

- Cori WhitacreVP Organizational Development

Penn National Gaming

4Make Movie Moments We all have favorite moments in the movies that took us by surprise, and delighted us in the process! For instance,

the big reveal in The Sixth Sense – that caused everyone to run out and tell your friends to go see the movie. Create those positive and delightful unexpected moments for your customer and they’ll run out and tell all their friends about you. For example, Rick Salmeron of Salmeron Financial Services had scoops of ice cream hand-delivered to his customers across the country during National Ice Cream week. The result was a photo party on Facebook that linked right back to – you guessed it – his business website.

5Cut! Take Two!: We all make mistakes

It’s the way we deal with those mistakes that determines how our customers feel about us. Mike of Mike

the Gardner Enterprises proves this point. His customer received seeds that were damaged in the mail. They never called him – but instead blogged their disappointment. Google Alerts led him to the blog and he promptly put replacement seeds in the mail. As you can imagine, they now have a very happy and loyal customer.

“Donna is by far the very best customer service expert I know and I consider her book to be the customer service “Bible,” it’s amazing! Her presentations are fun, creative, engaging and most importantly, they get people thinking about how to raise the bar on their own service delivery.”

- Traci BildBild Sales School

“The customer service training was truly fantastic! We saw immediate results of staff going out of their way for our customers. We could not have asked for better presenters. Donna and Tracy were outstanding in delivery and making sure everyone was engaged.”

- Sam CarrilloExecutive Director

The Stratford

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in the Media

Donna in Print

Cutting, Donna. The Celebrity Experience: Insider Secrets to Delivering Red Carpet Customer Service. New York: Wiley, 2008.

Glanz, Barbara A. Handle with CARE - Motivating and Retaining Employees. New York: McGraw-Hill, 2002.

Donna on Television

News 12 Connecticut -

ABC7 WLS-TV Chicago -

MSNBC WFLA-TV Tampa, FL

MSNBC KARE 11 Minneapolis/St. Paul, MN -

CBS WTSP-TV, St. Petersburg, FL -

ABC News “America This Morning” -

Donna on the Radio

WDVR-FM, New York, NY - “The Small Business Advocate” with Jim Blasingame

WTAN-AM, Tampa Bay, FL

Donna On the Web

The Dallas Morning News

The Baltimore Business Journal

Foreword Magazine

Accountability Central

The Employer’s Group Newsletter

BusinessKnowHow.com

“Why Did Yous Start Your Business.?” CEO Blognation. He

Articles Written by Donna

“A Red Carpet Welcome.” PIHRA Scope, Spring 2008

“Develop a Book Proposal that gets a YES.” NSA Central Florida Newsletter, January 2008

“An Employment Benefit That Doesn’t Cost A Cent.” HR Florida Review, Summer/Fall 2007

“Employee Recognition: Are You Creating A Monster?” PADONA Journal, August-September 2007

“The First 90 days – The Red Carpet Treatment.” PADONA Journal, May-June 2007

“The First 90 days – The Red Carpet Treatment.” American Society for Long Term Care Nurses Journal, May-June 2007

“A+ Ways to Boost Employee Morale.” PADONA Journal, Jan-April 2007

“The Celebrity Experience.” The NCALA Advisor, 2nd Quarter, 2006

“Customer Service Tip.” The NCALA Advisor, 2nd Quarter, 2004

“Training Sessions That Tickle and Teach.” ExpertMagazine.com, October, 2003

“Put Fun to Work and Boost Morale!” Business FUNdamentals, Summer, 2001

Quotes and Mentions

Bishop, Kara. “A Wise Investment: Making the Time to Read.” National Oil & Lube News, May 2013

Anton, Michelle and Price, Michelle. “Give Your Clients Red-Carpet Treatment” Weekend Entrepreneur, January 2008

Pawlak, Jim. “The Celebrity Experience” The Dallas Morning News, March 2008

Neal, John. “Book Babble” TheCelebrityCafe.com, March 2008

Miller, Angela. “The Red Carpet Customer Service in Real Estate” Activerain.com, February 2008

Mink, Michael. “Treat Customers Special” Leaders & Success, Investors Business Daily February 2008

Batts, Della. “Hagan Home Now Because of Technology.” Lake Gaston Gazette, January 2008

Moore, Alex. “Business From Hamsters to Buddha.” Foreword Magazine.com, January/February 2008

Morris, Joe. “Gaylord Sets The Stage For Its ‘STARS’ To Shine” Business Journal of Nashville, December 2007

Martin, Anya. “Just Rewards.” Assisted Living Today, October 2004

Schoichet, Chaterine E. “Dreams With no Age Limit.” St. Petersburg Times, July 2004

Tan, Shannon. “It’s Never Too Late for Wish to Come True.” St. Petersburg Times, March 2004

“This is Going In Your File!” Baudville.com, December 2004

“Heart and Humor at Work!” email-publisher.com, January 2004

“Training That Entertains and Educates.” ExpertMagazine.com, October 2003

Miracle, Barbara. “Workforce Development - Appreciation.” Florida Trend, November, 2003

McKerral, Mac. “The Baysider; Employee Relations.” The Business Journal of Tampa Bay, December 2000

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Red-Carpet Learning SystemsPO Box 19798

Asheville, NC 28815

Phone: 800-519-0434 Email: Donna@DonnaCutting.com