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How Small Change Pays Off Big
Built around her latest book, The 10¢ Decision is Laurie’s keynote presentation that features real-world stories, spot-on examples and actionable insights into immediately improving your customer service delivery.
Key audience takeaways and learnings
A keynote presentation relevant to every member of the team, from the C-Suite to the front-line staff. Real-world (and customizable!) examples, actionable strategies and Laurie’s signature engaging delivery create a memorable, impactful program every time.
Whatever business you’re in, service is at the center of it. From company culture to guest interactions, the choices we make day in and day out add up to create exceptional experiences for everyone involved. Sure, some decisions are big ones. But more often, it’s the “10¢ decisions”—the ones that don’t cost much (literally or figuratively) but have a massive impact––that set the stage for remarkable customer service.
With decades of firsthand experience to draw from, Laurie shares her insights into making smart, effective choices to improve guest encounters and your business as a whole.
Attendees will discover:
Plus: Every attendee walks away with Laure’s “Simple Six Pack,” a suite of exclusive resources designed to improve business interactions overnight.
How to Be Smooth, Bold and Balanced in a Fast-Paced World
Laurie’s classic keynote presentation, Life in the Espresso Lane is an entertaining, energetic program designed to boost morale and impart helpful wisdom applicable at work and in life.
Key audience takeaways and learnings
This humorous keynote presentation is designed to set the tone at your event or company meeting, building energy and enthusiasm in the workplace. Easily customized to meet your objectives and goals.
What if you could give yourself an instant pick-me-up by a simple change of thinking—even in stressful times? If you find yourself zapped after encounters with customers or coworkers, this course offers simple yet powerful ways to instantly become engaged, motivated and energized. You will learn practical mental “lattes”—ideas you can serve yourself any time you need to get your perk on!
This fast-paced, fun and interactive program will give you the tools to blend your own energizer. You will leave with new pep and excitement for the day. After you savor her “cup of sanity” once, Laurie’s humor and wisdom will make you want to drink in her ideas daily.
Attendees will discover:
Six Ways to Re-energize Frontline Staff
Bust Out of Service Fatigue provides actionable solutions, innovative ideas and just enough inspiration to empower your team to serve customers with excellence every single time.
Key audience takeaways and learnings
This keynote and training program is a perfect match for those ready to bust out of service fatigue and return to customer service excellence.
During this fast-paced session, unpack pragmatic ways to bust out of service fatigue once and for all. Customer service delivery suffers when our people don’t have the tools, techniques and support they need to succeed.
Attendee takeaways:
PLUS: the Premium Program includes lifetime access to the Bust Out of Service Fatigue Frontline Toolkit.
Learn the Keys to Productive, Effective Communication
With Courageous Conversations, discover the best ways to open up new lines of communication and navigate even the trickiest interactions, from difficult customers to interpersonal relationships.
Key audience takeaways and learnings
This workshop-style presentation on customer service and communication that reduces stress and tension, and increases confidence and cooperation on teams in a “laugh while learning” atmosphere.
Do you ever wish you had just the right words to handle situations at work? Whether you need the perfect words to handle difficult clients, language to deal with challenging staff, or simply the guts to say what the boss needs to hear, this session can help.
Known as a courageous communicator, Laurie Guest has spent over 25 years teaching others how to use the right words and phrases to help achieve a desired result. During this highly interactive program, attendees will take common scenarios and learn how to phrase the communication in ways that increase their influence with others.
Attendees will discover:
Laurie Guest, CSP, CPAE, is a celebrated customer service keynote speaker, trainer, and author with over 30 years of industry experience. From her early years as a Midwest entrepreneur to transforming healthcare service environments, Laurie now shares practical, story-driven insights on creating exceptional guest experiences that elevate culture, retention, and morale.
A Certified Speaking Professional and Hall of Fame inductee an honor held by fewer than 1% of speakers, she has guided thousands of teams across industries with her signature humor, authenticity, and immediately actionable strategies
Laurie Guest, CSP, CPAE, is a dynamic keynote speaker, author, and customer service expert known for her engaging and practical approach to helping businesses attract and retain new customers. With over two decades of experience, Laurie has inspired countless business leaders and teams to elevate their customer service standards, resulting in lasting improvements and significant growth.
Her unique blend of humor, real-world examples, and actionable insights makes her a highly sought-after speaker at conferences, corporate events, and training sessions. Laurie’s journey began in the healthcare industry, where she quickly realized the critical importance of exceptional customer service. Her passion for creating positive customer experiences led her to establish her own consultancy, where she has since worked with a diverse range of industries, including finance, hospitality, retail, and healthcare.
Laurie’s ability to tailor her message to the specific needs of each audience ensures that her presentations are always relevant, impactful, and memorable. As a Certified Speaking Professional (CSP) and a member of the Council of Peers Award for Excellence (CPAE) Speaker Hall of Fame, Laurie Guest has been recognized for her outstanding contributions to the speaking profession.
Her expertise and enthusiasm for customer service make her a valuable asset to any organization looking to enhance its customer experience and achieve sustainable success.
Laurie Guest, CSP, CPAE, is a distinguished keynote speaker and customer service expert who has dedicated her career to helping businesses enhance their customer experience. With a rich background in the healthcare industry and extensive consultancy experience across various sectors, Laurie brings a wealth of knowledge and practical insights to her presentations.
Her engaging delivery, combined with actionable advice, makes her a highly sought-after speaker for events focused on customer service and experience.
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Laurie Guest opens by asking a simple but powerful question: Do you know what matters most to your customers?
Laurie Guest challenges her audience to reflect: do you know what truly matters to your customers, and do you have a clear plan to deliver that experience consistently? Most people can list ten ways to deliver great service—but the real question is whether they actually do them.
She stresses the basics often get overlooked, like greeting customers warmly, making phone numbers easy to find online, or replacing negative words (like “sorry” in voicemail greetings) with positive language.
Laurie shares stories—from a luxury bottle of water as a symbol of overlooked details, to how customers naturally gravitate toward “middle package” options (like refrigerators, vacations, even spouses). With humor and audience interaction, she shows how engagement drives learning.
Her closing reminder: no matter how good your product is, the frontline experience matters most—“It doesn’t matter how good the baker is if the cashier spits in your cake.”
0:10 – Do you really know what matters to your customers?
1:00 – Basics get overlooked: greeting customers, making contact easy.
2:20 – Story of the luxury “bling water” bottle.
4:10 – Audience interaction: engagement makes learning stick.
6:30 – Stop saying “sorry” in voicemails—use positive spin.
8:00 – Customers gravitate to the “middle package” in choices.
9:45 – Signature line: “It doesn’t matter how good the baker is if the cashier spits in your cake.”
Every one of Laurie's programs and keynote presentations is packed with actionable tactics and strategies to immediately improve your customer service delivery.
Laurie Guest uses humor and storytelling to share advice on communication, relationships, and the importance of asking directly for what you want—rather than leaving things unsaid.
Laurie begins by focusing on the topic of communication in relationships:
She asks Jack, a newlywed in the audience, about his wife Melissa and how long they’ve been together. She jokes that after so much time, he must have seen both “the good and the ugly.”
Laurie sets up a familiar situation: Melissa suddenly gives Jack attitude for no apparent reason. Jack, confused, asks her:
“Honey, what’s the matter?”
Melissa responds with the classic: “Nothing.”
Laurie explains that Jack already knows it’s not really “nothing.” She gives him her 22 years of marriage wisdom:
When your partner says ‘nothing,’ replace it with the word ‘you.’
So, “Nothing” actually means: “You.”
The women in the audience laugh knowingly, while Laurie points out that the men seem confused—leaning over to each other, whispering: “What did she say? What did she mean?” Laurie jokes this is just like her prom dates in high school—clueless but funny.
She ends this segment with a big laugh and applause from the crowd, underlining the importance of not just listening, but really understanding what’s being said.
0:00 – 0:30 – Laurie introduces Jack and Melissa, playfully teasing them as newlyweds.
0:31 – 1:10 – The setup: Jack asks Melissa “What’s the matter?” and she says “Nothing.”
1:11 – 1:40 – Laurie delivers the insight: “Nothing = You.”
1:41 – 2:10 – Audience reaction, women laughing, men confused.
2:11 – 2:40 – Laurie jokes about men being like her prom dates—lost but funny.
2:41 – End – Applause and wrap-up of the story.
Tiny, thoughtful actions—often nearly costless—that consistently elevate customer experiences, drive loyalty, and build culture
Rich in storytelling, humor, and real-case examples, her programs emphasize interaction, self-assessment, and powerful takeaways that can be applied immediately
Everyone—from top executives to front-line staff—benefits by learning to own and personalize every customer interaction
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