Lights! Camera! Action!
Business Operational Excellence Through the Lens of Live Theatre
by Marc Haine

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In theatre, what does it take to put on an award-winning performance each and every night? It takes an unrelenting focus on operational excellence and exceeding the guest's Experience Expectation. It means bringing teams together, unified towards a common goal, with all the resources and support in place. It means being ready for SHOWTIME! Lights! Camera! Action! Business Operational Excellence Through the Lens of Live Theatre uses the lessons of live theatre to pull back the curtain on underperforming managers, teams, and organizations to deliver real-world, focus-oriented strategies to drive operational excellence. The framework delves into the foundational to the specific, and outlines practices and philosophies that leaders can script and direct, to ensure they put on show-stopping experiences customers and staff deserve. Are you ready for SHOWTIME? Imagine a world in which the majority of us put more love and care in being of service. Where people dare to be the exception, everyday.

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"This is a must read for supervisors, team leads, managers and owners who wish to blow away their competition on the customer service battleground!” —Russ Dantu Employee and Customer Retention Strategist At Your Service: A Guide to Delivering Exceptional Customer Service "Marc’s humour, analogies and stories resonate with his guiding wisdom throughout the read. His analogy of stage performance, compared to business performance, is remarkable. Marc's examples and explanations made it easy to decipher how similar they really are.” —Bill Lee Lifecoach, Author

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Marc Haine is a sought-after service specialist, trainer, speaker, facilitator and actor. Marc understands that the minute a guest (customer, client, audience, prospect even employee) comes into contact with your brand, IT'S SHOWTIME! He knows that from their initial contact, you values, your goals, and your mission will be reflected in everything you do, and more importantly in everything they see, experience and feel. He's on a mission to drive operational excellence by daring people to cultivate a generous attitude and lead with love and kindness first.

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Contributors

Author

Marc Haine

Foreword by

Andrew Lacanienta

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