Michael Hoffman

Own it! and ignite the customer experience on purpose

Meet Michael

For over 20 years, Michael Hoffman has been helping companies build sales, radically shift their culture, develop their leaders, and engage employees in delivering true customer service. With his incredibly energetic, interactive and oh-so-memorable style, Michael is an expert at changing mindsets of teams at all levels. His practical tips and techniques provide necessary tools for people to approach their work “on purpose”. Infused with entertaining stories and delivered in a natural, engaging manner, Michael’s presentations richly convey that business will always be about people. He focuses everyone’s attention on owning their attitudes and sharing responsibility for contributing their best daily — especially in the “tornado of business” where change is now a constant factor.

see Michael in action

Michael’s Programs

OWN IT!

Igniting a Front-Line,
Customer-Experience Culture

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There are no great organizations. There are only organizations with great people.

DESCRIPTION


Every human interaction provides a tremendous opportunity to impact, influence – even ignite – a relationship. That’s because every time we interact with others, we walk away with either positive emotions or negative ones. For an organization, how customers perceive your brand is directly related to how they feel about their interactions with your team.

Emotions are at the very core of the customer experience, and it’s the things your people say and do during every interaction that will determine your organization’s ability to build loyalty and a customer experience culture. This makes it critical for everyone in your organization to OWN the interactions they have with your customers.

Keynote speaker and customer experience expert, Michael Hoffman, equips people with the tools and skills needed to transform every interaction into an experience that will make your customers want to tell all their friends – live, and on social media, “I love those guys!”

KEY TAKE-AWAYS


Through humor, stories and interactive exercises, attendees of Michael’s OWN IT! Experience program will learn:

      • Why ownership creates a better company culture and stronger teams
      • Why accountability is the key to delivering amazing customer service
      • Game-changing communication skills for interacting with customers and building loyalty
      • How to own your interactions even in the toughest situations
      • How to leave the victim mentality behind and be a part of the success and change!

AUDIENCE: Front-line staff

FORMAT: Keynote; Workshop; Full-Day Training (can also be customized for online delivery)

OWN IT! FOR LEADERS

How to Lead & Ignite Your Team
to OWN the Customer Experience

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Creating, igniting and equipping a culture of people who own their customer interactions.

DESCRIPTION


Creating, igniting and equipping a culture of people who own their customer interactions is a complex process. Leaders must first expose their people to the ideas and skills of true ownership, then help them apply these skills in their daily interactions.

That’s where managers and leaders must OWN their influence. Leaders who say and do the right things are best able to build loyalty and ownership in their people. Every conversation is an opportunity to uncover the best in your employees, and Michael teaches leaders how to lead those conversations in order to get the most from your team.

Leading a culture of OWNership is not a character trait. They’ll never find “coach” or “influencer” on your DNA! But in his dynamic presentation and interactive workshops, customer-experience expert Michael Hoffman helps leaders implement the strategy and language of OWNership. Michael teaches the skill sets critical for leaders in creating strong teams and employees that OWN their positions and customer interactions.

KEY TAKE-AWAYS


In this engaging program for leaders, attendees will learn:

      • How to create a culture of strong teams and individual OWNERSHIP at the same time
      • How to create a culture of strong teams and individual OWNERSHIP at the same time
      • How to OWN the one skill that propels leaders to true influence
      • How to ignite the communication skills that have real impact on your team
      • The difference between leadership and management and how to put it into practice
      • How to develop confidence and competence as a leader

AUDIENCE: Executives, senior leaders, managers

FORMAT: Keynote; Workshop; Full-Day Training (can also be customized for online delivery)

OWN IT! SALES

How OWNing the Conversation Can Result in More Sales and Long-Term Customer Loyalty

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Creating, igniting and equipping a culture of people who own their customer interactions.

DESCRIPTION


Very few sales careers are made by a sales person’s pheromones! They are made by what the salesperson says and does to build value. OWN IT – Sales is a program that ignites and equips sales people for owning the number one value building activity; the customer experience.

What is said and done while interacting with potential customers can make or break a career. Customer experience expert Michael Hoffman, through humor, tactical interactions and practical skills ignites and equips salespeople to OWN those experiences more effectively and be people of real influence and value.

Turn your sales team into a customer-experience machine of sales and loyalty.

KEY TAKE-AWAYS


Attendees of this program will learn:

      • How to ignite the #1 skill of the top sales people: Building Value
      • How to recognize the power phrases from your customers and how to use them
      • How to master the tornadoes of sales to stay on top
      • How to OWN the process that leads to more sales
      • How to create more loyalty and referral business
      • How to uncover the secrets of the “best of the best” in the profession

AUDIENCE: Sales leaders/managers

FORMAT: Keynote; Workshop; Full-Day Training (can also be customized for online delivery)

 

Testimonials

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“Your presentation has set the benchmark for all of our future Staff Days.”
– Mann Frankfort Stein & Lipp

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…absolutely the best, most caring, coaching, and energetic instructor I’ve ever had…

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“Michael Hoffman did a fantastic job. He was prepared, engaging, interactive, humorous and presented a great message.”
– Hahn Automotive Warehouse

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“Presenters like you, with real world experience and enthusiasm, add a level of credibility which our employees truly appreciate. We are experiencing — first hand — positive exchange of ideas on how to leverage customer satisfaction amongst our 500+ people.”
– IBM

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“Michael Hoffman is incredible! I enjoyed his energy, excitement, and love of the process. Very inspirational –THE BEST!”
– The McClatchy Company

 

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Anything that has Michael Hoffman in, I absolutely love — because I love his energy! And that’s the kind of energy I want my staff to be feeling all the time because I love his energy and that’s the kind of energy I want my staff to be feeling all the time.”
– Bank of Montreal (BMO)

 

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“Michael…did a terrific job, not only linking to last year’s learning, but made great impact with his own material to a jaded audience. We love him dearly and always hope to do more work together.“
– Creative Director, Foresight Corporate Communications

 

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“…​He just cured my hangover!!”​

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“I can assure you he [Michael Hoffman] was fantastic. Incredibly high energy, funny, relevant, quick to adapt to our changing agenda and needs and overall the perfect individual to kick off the first day of our sales meeting. Please thank Michael for another great job!!!”
– Thrivent Financial

 

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“He is the most engaging, riveting speaker I have ever had the privilege of seeing. Thank you for the experience.”
– Eye Recommend, Optometrists of Canada Conference​​

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“…High energy, interactive and most of all, informative!”

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“I have worked with AFLAC now for almost 6 years, and actually, my mother has for 26 years. As a child growing up with AFLAC — going to every state meeting that she went to as well—you can imagine how many speakers I have heard. I just wanted you to know, I thought you were absolutely the BEST speaker we have ever had at a meeting! Your message was simple, true and just awesome! You are obviously doing what you do for a reason! Thank you again for your speech and for all that you do in your purpose driven life!”
– AFLAC

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“Michael…did a terrific job, not only linking to last year’s learning, but made great impact with his own material to a jaded audience. We love him dearly and always hope to do more work together.“
– Mann Frankfort Stein & Lipp

Testimonials

{

“Michael Hoffman did a fantastic job. He was prepared, engaging, interactive, humorous and presented a great message.”

-Hahn Automotive Warehouse

{

“Presenters like you, with real world experience and enthusiasm, add a level of credibility which our employees truly appreciate. We are experiencing—first hand—positive exchange of ideas on how to leverage customer satisfaction amongst our 500+ people.“

-IBM

{

“Your presentation has set the benchmark for all of our future Staff Days.”

Mann Frankfort Stein & Lipp

{

“I can assure you he [Michael Hoffman] was fantastic. Incredibly high energy, funny, relevant, quick to adapt to our changing agenda and needs and overall the perfect individual to kick off the first day of our sales meeting. Please thank Michael for another great job!!!”

-Thrivent Financial

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Biography

​Michael Hoffman’s Biography

Michael Hoffman is President of Igniting Performance. A Dallas-based company that specializes in the skills of sales, customer loyalty and leadership. Over the last 20 plus years, Michael has delivered professional speaking engagements and customized training to organizations across this country and abroad.

With a highly interactive style, Michael’s unique delivery cements his expertise in the minds of his attendees to ignite the tactics and techniques necessary to OWN their jobs “on purpose” with an attitude of OWN IT-ship and professionalism. Michael uses his rich background to drive home his message that business is and will always be about “people”. “How we approach our customers both internal and external will set us apart from all our competition.”

Effective training combines the right informational tools with the right amount of motivation. Motivation alone is fleeting, but the right tools with-out motivation are lifeless… He provides both – therefore, getting results that matter. His highly contagious passion for business has earned him the loyalty of many repeat customers such as Bank of Montreal, Aflac, ALLTEL, KRLD Radio, Erricson, SYSCO Foods, Dryers Grand Ice Cream, Comcast, and many, many more.

Professional Speaker to the world, Husband to the Perfect One, Fatherman to the Fabulous Four, Papa to the Amazing Grand Trio and lover of the laugh!… Ok… and eater of the doughnut.

He, his wife of 35 years, and the revolving residence of his ever-growing family reside in Carrollton, Texas.

 

Speech Intro

Michael Hoffman’s Introduction

How many of you work with someone who has retired but their body keeps showing up every day?

How many of you have that one person that when they call… you’d pay anyone a thousand dollars to take that call?

How many have been in the situation where you handled it so well that you wanted to just take a moment and say…”Did anyone see
me, I was fantastic?!”

Well if you said yes to any of those then I’m glad you’re here because you’ve known what it feels like to “OWN IT!”

If you said no to any of those then you’re in denial.

Helping us answer the question: “Is success genetic?” and “What does it take to OWN IT?!” …please help me welcome all the way from
Carrollton, Texas: Professional Speaker to the world, Husband to the Perfect One, Fatherman to the Fabulous Four, Papa to the Amazing
Grand Trio and lover of the laugh!… Ok… and eater of the doughnut.

Put your hands together for Michael Hoffman.

 

 

 

 

Awards and Honors
  • Certified Professional Speaker (CSP)
  • Best For Leadership Development – Texas – Wealth & Money Management Awards
  • Best Motivational Speaker – TexasWealth & Money Management Awards
  • Motivational Speaking Award of the Year Al Global Media, Ltd – International Publishing Group
  • Best Efforts at Every Level of International BusinessSector Success Awards
  • Award of Excellence Online Video: Training for Cuppa Hoff, Igniting Performance – The Communicator Awards
  • Award of Distinction – Online Video: We Series for Cuppa Hoff, Igniting Performance – The Communicator Awards
  • Gold Award – Instruction/Education/Training: Sales Training for Cuppa Hoff, Becoming a Person of Influence – Aurora Awards
    Gold Award – Instruction/Education/Training: Customer Service Training 
    for Cuppa Hoff, Becoming a Person of Influence – Aurora Awards
    Platinum Best of Show – External Communications/PR: Self Promotion/Demo Reel
    for Cuppa Hoff, Becoming a Person of Influence – Aurora Awards

 

A/V Preferences

  • Lavaliere/Wireless Microphone
  • *PowerPoint (deck will be built using Keynote)
  • Deck will include video (will need adequate audio)
  • PowerPoint Clicker
  • Screen & LCD Projector
  • OWN IT SALES! program only: 2 flip charts & BIG FAT JUMBO black marker
  • Small table for water (prefers not to have a podium)