Your presentation to our Support Services Division was exceptionally well-recieved and proviced new meaning to the concept of why we exist. My personal observations and the feedback received indicate that your message was well recieved, pertinent, and added value.

Consulting Services:
Jan consults in organizations, non-profits, and state agencies. Some examples of her consulting services and results include:

Seattle's Union Gospel Mission - Customer Service Consultant (2004-present) Jan currently services as the consultant for the Seattle Union Gospel Mission. Her goal is to help the organization to create a culture of service for all constituencies and in all of the various ministries at the mission. She is working with the senior leadership to help establish a culture where excellent service is demonstrated between co-worker and co-worker, staff member and manager, staff member and client and finally, mission and donor.
Results:

• Increased awareness of service
• Increased ratings in organization-wide survey
• Increased ratings from donors and clients
• The creation of a service vision (created by the staff)
• Service feedback forms in most of the different ministries (created by the staff)
• A formal recognition program (created by the staff)

Cascade Orthopedics - Customer Service Consultant (2004) This project involved observing front staff customer service and making recommendations on how to increase service quality to customers. Through an all-day customer service training with real-life scenarios for each person to practice several service enhancements where highly recommended. These included customer/patient access to increase the over-all experience from walking in the door to waiting for the doctor and doctor interaction.
Results:

• Increased awareness of the importance of service by all front desk personnel
• Changes in the front office so that cusomer/patients could be served more efficiently

Kitsap County Sheriff's Office - Customer Service Consultant (2005) This project focused on increasing the awareness and service level with the Support Services Division within the Kitsap County Sheriff's Office that included customer service training session for all staff members within the division and several ways to transfer the learning to the work place that included management support and training, creating service standards and office set-up.
Results:

• Enhanced awareness of the importance of service to the public and to each other
• Increased understanding and application of service strategies as practised in real-life scenarios