In 20 years of business, Larry never lost a customer to a competitor in a highly competitive industry. He credits this to consistently and creatively exceeding expectations of his clients. In fact, his clients became a raving word-of-mouth referral system. Now, Larry aspires to teach his proven customer service techniques to the next generation of entrepreneurs, putting the customer back in customer service--one business at a time. Larry shares the creative and out-of-the-box customer service strategies and solutions that brought him so much success in business. He also takes an analytical look at language and its powerful impact on our behavior in business, offering behavior-driven solutions for establishing a customer-centric company culture. His engaging and relatable style, wit, and unmatched customer service success make this keynote memorable and powerful.