Virtual Training Center
Digital Encounter

Online Training

Access our on-demand training provided in two modules, customer service and staff development.

Phone Encounter

Phone Presence

Discover how to turn tire-kickers into paying clients with an undercover call package

Experience Audit

Find out how your organization scores on the Guest Encounter Report Card. We see things through the eyes of your customers.

View the Laurie Guest Blog

see what others are saying about us!

“The Guest Encounter was a valuable tool for our organization. They contacted all of our bank branches by phone and in person, and then they provided a detailed accounting of the experience. The recommendations for changes were revealed to my staff, and I witnessed measurable improvements across the board. I believe all businesses interested in superior customer service can benefit from their advice.” – Richard Harms, Holcomb State Bank President click to read more

How can I help you?

I'm Laurie, and I'm glad you're here. If you'd like to shoot me your email address, I'll (infrequently!) send over useful training resources, new articles and the occasional fun story from the road.