He may not have escaped from a maximum security stockade to the Los Angeles underground, but you CAN find him, and he can probably help

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11/19/2009
Allow me to clarify the headline and set the mood... Anyone who watched TV in the '80s (and who doesn't watch tv--except for my colleague, Martha?) remembers this exciting, if somewhat turgid, opening-scene narration:
Ten years ago, a crack commando unit was sent to prison by a military court for a crime they didn't commit. These men promptly escaped from a maximum security stockade to the Los Angeles underground. Today, still wanted by the government, they survive as soldiers of fortune. If you have a problem, if no one else can help, and if you can find them, maybe you can hire the A-Team.
I'll admit, I loved the show. And there is just something about Attrition Busters and their logo that reminds me of the A-Team. Let's compare: attritionbusters ateamshrunk3 Anyway, the reason I bring all this up is because Attrition Busters president Bob Harris sent a shout out to me today to let me know he would be delivering a seminar titled "From Satisfied to Delighted" at the upcoming BICSI Winter Conference in Orlando, Fla. in January. I sat in on Bob's CSAA-hosted webinar on October 8, and I thoroughly enjoyed it. The feedback from attendee exit polls was very positive for that webinar, and I would recommend anyone to check out Harris' presentation. The slides from that webinar are available at the CSAA's site here. The session promises to be less of a talk/presentation and more of an interactive learning experience. From Bob's press release on the session:
BICSI attendees will have the opportunity to attend Harris' most in demand seminar and hands on workshop session. This exciting, high-energy seminar will solicit significant audience participation and will convey vibrant and creative tools for a host of customer and company culture issues designed specifically to save customers wanting to 'jump ship' from one company to another because of the state of our economy. Topics covered in this seminar will include ways to measurably reduce competitive attrition, understanding the six basic customer needs, increasing perceived value, added value sales in a lousy economy, methods of dealing with angry customers, teamwork, growth and emotionally bonding customers.
Interested in checking out BICSI's Winter Conference? You can register here at the site or use this .pdf version. You could do worse than to check this guy out. In fact some would argue that status quo as modus operandi in a rocky and unsure economy is a guaranteed route to extinction. And you could do worse than to spend a few days in Orlando in January.