When Charlie conducted his Is It In You? program at AIR Marketing, it really brought our team together and allowed us to focus on significant ways to improve our clients’ experience. We were quickly able to identify key initiatives, and his on-going support and follow-up increased the positive impact it had on our change efforts. I would highly recommend Charlie and his Program to enhance your organization’s business model and culture.
Charlie’s consulting, coaching and mentoring skills are derived from a unique balance of head (grounded in years of relentless research and study) and a spiritual heart. His wisdom and zest for excellence is refreshing and inspirational. His servant leadership style is disarming and creates paths to discovery that can only come through harmonizing a safe and creative environment.
BVA has worked with Charlie for nearly 20 years on the strategic direction of our organization. His unique ability to zero in on critical factors in an organization and address them with a results-oriented approach has been essential to helping us grow and boost our bottom line.
I have personally observed Charlie Tombazian facilitate many meetings - his leadership effectiveness is palpable as participants’ creative random thoughts and out-of-the-box ideas are collated into a strategic plan. When I was President of the Southwestern Surgical Congress, he facilitated a positive transformation for our organization that continues to be visible years later.
Charlie Tombazian has been a friend and advisor to my three businesses since their inception, providing incredibly valuable insights into the many facets of customer service. Our shared philosophy in the concept of great service caused me to hire Charlie to create a strategic plan to carry that philosophy from thought to action - which had the added affect of dramatically increasing the morale and teamwork among my employees.
I have worked with Charlie in many capacities over the past 15 years—as a member of my staff, as a co-consultant, and as board members of an international association. His mastery of facilitation, knowledge of strategy, and empathy for people generate powerful consensus, morale, and goal attainment in any organization.
I have had the opportunity to work with Charlie Tombazian the past 9 years from a tactical and strategic perspective. Charlie has helped our Technology Solutions business be affective in what needs to be done today to be successful, and helps us keep our eyes on the future to plan for profitable growth. Businesses have to consistently execute and continually plan to remain relevant over the long haul. Charlie’s invaluable facilitation helps our people maintain this delicate balance.
We have enjoyed working with Charlie for over 10 years as a consultant, as our VP, Voice of the Customer Office, and as our Director of Strategic Planning. During this timeframe he has made countless contributions to our strategy development through interactions with our executives, customers and suppliers.
I would like to personally thank you and the Avnet organization for capturing and sharing such a valuable tool as “Compete Through Service Strategies: Tools to Drive Profit and Change.” Our organization is not unlike many in the electronics industry—in the process of continuous reevaluation and change. We have been challenged with a difficult economic landscape that requires us to look toward new ways of better servicing our employees and customers. The information provided in your book stands as a reminder that a passion for your organization’s people and its customers is what truly generates the competitive edge that differentiates the winners from the losers.
Excellent job on the Compete Through Services booklet. I truly mean it! I picked up the booklet on a flight from Houston to Chicago today and could literally not put it down until I was completely finished (that is not very common for me). You laid the format of this book out in an excellent, easy to read manner. Good choice of using the format of Themes, Quotes, Thought Starters, and Applications for each section. I really liked the opening story regarding the reference to the City Slickers line…... “the secret of life is just one thing.” Very impressive!
Congratulations on Avnet’s work with ASU and the Center for Service Leadership Symposium. I reference it occasionally for a “quick read” on best practices within world-class service operations.
In conferences, one often has the feeling of having missed something ‘big’ going on in the concurrent session next door. If you cannot attend the conference in well-organized groups to ‘cover it all,’ this summary seems to be a handy second best alternative - and certainly more cost effective! I found that its contents matched the overall feeling I had upon leaving the conference, enabling me to have an explicit record of that feeling to share with colleagues.
The thematic summary provided my co-workers and me with an excellent summary of the 1997 conference. We ordered multiple copies for our training department. I found it well organized, and especially liked the ideas grouped by theme rather than the more traditional approach by speaker. I hope the authors do it again next year.
The Authors have done a service to conference attendees and, indeed, all executives who are concerned about the future. Their artful summary and provocative questions—along the lines of issues, rather than speakers—of the presentations provide an agenda for successfully adapting organizations in the new millennium. This is a reminder of the powerful ideas presented for those of us who were there, and is a compact think piece for those who were not.