NSME April Dinner

The Five Essential Laws of Hospitality in our post COVID19 economy that build Loyalty, Retention and Revenue by Bob Pacanovsky of Black Tie Experience

Interacting with a customer or prospect has taken a dramatic turn in 2021 (and beyond). Meeting people in-person (and not 6ft. apart) is challenging. We are on virtual platforms and our phones now more than ever. Handshakes and hugs have been replaced by masks and social distancing.
How do we connect with people? Is Customer Service and Customer Experience a "thing" any longer? ABSOLUTELY! In fact, it's more important than ever before!
With this new economy, there are five essential laws of being in the “Hospitality Business” that organizations need to consider and strive to implement. While these elements may be “common sense”, Bob will describe why these laws of Hospitality are more important than ever before to deliver a powerful customer experience!
This new seminar takes Bob's signature seminar- Creating the Black Tie Customer Experience, and adds these essential laws that can help build Loyalty, Retention, and Revenue!

Bio for Bob Pacanovsky

An entrepreneur for 25 years, primarily in the hospitality industry, Bob Pacanovsky and his team created over 7,000 meetings, events, receptions and had one opportunity to create both a “wow experience” and a lasting impression (or a Black Tie Experience) on his clients and guests.
Now as a keynote speaker and strategic trainer, he uses his two decades of working “in the trenches” to teach companies and organizations how to focus on Service Excellence and Hospitality to cultivate more Brand Ambassadors for them.
When this happens, revenue, productivity, retention, and engagement for any organization, as well as its bottom line improve. And you create top-notch Customer Experiences that become Rememorable, Remarkable, and Referable. He calls them Black Tie Experiences. What will you call them for your organization?
Bob has worked with organizations and associations across the country in industries like travel/tourism, healthcare, hospitality, association management, attractions, banking, accounting, and more. He has achieved Professional Membership in the National Speakers Association (NSA) and is a Past-President of an NSA chapter.
Bob lives in Akron, Ohio and is a graduate of The University of Akron with a Bachelor’s Degree in Finance. He serves on the boards of OPEN M in Akron, a Christian Ministry in (where he now Board Chair), the Greater Cleveland Partnership- COSE Advisory Board, and Jennings- Ohio Senior Living.