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Building a Culture of Service Excellence
Cornerstone was founded in 1985. In 1992, Darby Checketts created the Customer Astonishment™ training programs for which our company has been known ever since. Hundreds of organizations and millions of individuals around the globe have benefited from the insights, conceptual tools, and success strategies that Customer Astonishment represents. Darby is the author of eight books, including the original “Customer Astonishment Handbook,” published in 1998, and the next-generation book, “Customer Astonishment: 10 Secrets to World-Class Customer Care,” published in 2006 by RDR Publishers of Bandon, Oregon. An important companion product is the CustomerChampion™ professional certification program. With these programs and products, we will help you build and sustain a Culture of Service Excellence.
The Customer Astonishment Rally / In-Depth Training Workshops
Darby Checketts will address your employees in what we call a “Motivational Awareness Training Event” or rally. These events will light the fire and tap the creative energy of your associates. You will all share in “the wealth of ideas” and expand your commitment to world-class customer care. For those individuals with intense customer-interface responsibilities, we will conduct the full-day Customer Astonishment seminar or an extended 1.5-day Customer Champion Workshop. Please visit the Contact Us page to obtain a course outline.
Leverage for Leadership
We will work with your leaders in the three ways outlined below to be sure they are ready to set the pace for Customer Astonishment and fully prepared to support your frontline Customer Champions in carrying out their day-to-day commitments to positively astonish their customers. 
1. Leadership Briefings: We will address “10 Ways to Instill a Vision that will Astonish Your Customers” and other topics that strengthen your leadership readiness.
2. Leadership Team Coaching: Based on Darby’s new book, “Leverage: How to Create Your Own ‘Tipping Points’ in Business and in Life,” we will introduce you to 25 Leverage Keys that will enhance your personal power and leadership effectiveness.
3. Implementation Assurance & The Environment for Success: We will meet with members of your top management team to identify what we call the “S&C Factors.” These are the Systemic and Cultural factors that affect the ability of your people to implement what they have learned in order to positively astonish those whom they serve.
Pride in the Brand
Please inquire about our Organizational Transformation process that will strengthen Pride in the Brand to inspire your associates and keep customers coming back. We will help you implement nine key elements of Brand Loyalty that will make work more exciting and move your business performance to the next level.
For further information, please Contact Us and visit Darby Checketts’ personal Website at www.DarbyChecketts.com. We also invite you to call 866-654-0811 to talk with Darby personally.
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