Jeff Mowatt - Trusted Advisor Seminars

Jeff Mowatt - Trusted Advisor Seminars Customer Service Speaker | Customer Service Trainer | Award-winning Speaker | Business Strategist and Owner | Best-Selling Author

Typical customer relationship approaches focus on being friendly and upbeat. Makes sense if you operate a theme park. But what if in your operations, you have some customers who are frustrated or making a grudge purchase? In that case, employee perkiness will likely be perceived as annoying. That’s why Jeff’s approach goes beyond niceties to actually earning trust. Even when internal or external customers are frustrated.

As I mentioned a couple of weeks ago, with my impending retirement this will be my last message, along with a farewell g...
02/05/2026

As I mentioned a couple of weeks ago, with my impending retirement this will be my last message, along with a farewell gift for you.

Over my 34 years of delivering seminars for literally hundreds of organizations, I’ve observed firsthand how customer service training can improve the lives of customers, employees, and shareholders. What’s less obvious is how a lack of training can do the opposite. Take for example Alain, a manager and sponsor of one of my seminar series, who introduced me by telling participants about his shopping experience at a business that sold high-end technology. He explained how the company had obviously spent millions of dollars on the building, equipment, inventory, salaries, insurance, and advertising. However, the employee who interacted with him appeared to be having an off day and didn’t seem concerned about whether Alain found what he needed. “In other words,” he continued, “The company invested all that money building a brand to bring customers like me in the door. But one employee not being trained properly, meant all that money was wasted.”

The lesson: your team members ARE your brand. It only takes one untrained employee to eliminate brand value. Managers who neglect to train their team members on how to build trust, are subjecting the company’s resources to substantial unnecessary risk. That’s why my parting gift for you as I retire is to extend a onetime only Retirement Special rate of 50% off all our training tools. Between now and March 31st you can choose any of our books, audio programs, video courses, or tip sheets at half price. Keep in mind there’s also an “I want it all” bundle at even greater savings. Details are at https://jeffmowatt.com/shop-page/

I hope that helps as you and your team continue to improve your customer communication skills. Best wishes and warmest regards from Lydia and me. It’s been fun!

After 34 years as a fulltime professional speaker/trainer, I’m going to officially retire on March 29th. That’s when I’l...
01/23/2026

After 34 years as a fulltime professional speaker/trainer, I’m going to officially retire on March 29th. That’s when I’ll turn 65, and Lydia and I have decided it’s time to enjoy the fruits of our labours. While I’ve loved working with our fabulous clients, I’m also aware that time passes quickly and we’re not getting any younger. With our daughters now living away, our nest is empty and now is a good time to free ourselves for extended travel and leisure.

I started this career back in 1992 with the hopes of actually making a living standing in front of groups talking about tips to boost trust with customers. It seemed to work well enough for me to deliver a thousand plus presentations, produce 13 coaching tools, dozens of videos, write over four hundred tips and articles, and author two books. Frankly, it tires me just thinking about it! 😊 It would have never happened if not for Lydia managing both our office and our young family. She’s the foundation of my success.

I still have a few seminars to deliver between now and retirement. But other than those, I’m not taking-on new bookings. That said, we will still operate our website and provide our training resources. There will be an announcement about a special rate on training tools coming soon. Also a heads-up that after March I’ll no longer be emailing these tips. I hope you’ve found them to be helpful. For now at least, you can access all of my tips for free on our website.

Thanks so much to all of you who’ve supported us by either booking me, investing in our training tools, passing my name along, or simply replying that you appreciate the tips. Lydia and I are deeply grateful for your support and we wish you continued success. As porky pig would have said, “That’s all folks!”

Three words that calm customers—and quietly grow your business.Next time a customer or co-worker makes a request, listen...
01/23/2026

Three words that calm customers—and quietly grow your business.

Next time a customer or co-worker makes a request, listen to your reflex reply.

Most people say: “I’ll handle it” or “I’ll deal with it.” Same intent and impact.

Try this instead: “I’ll take care of it.”
Those three words signal more than compliance—they convey reassurance, ownership, and genuine care.

"I'll deal with it", sounds like a chore.
"I'll handle it feels", transactional.
"I'LL TAKE CARE care of it", positions you as a guide who will see the request through to completion.

You can even build on it naturally:
“Would it be helpful if we also took care of this for you?”

Small language shifts create big emotional wins. And when customers feel CARED for, trust deepens—and business grows.

You’ve no doubt noticed the train-wrecks people create for their reputations by over-sharing — with customers, co-worker...
12/18/2025

You’ve no doubt noticed the train-wrecks people create for their reputations by over-sharing — with customers, co-workers, and on social media.

Here are some of the most common workplace indiscretions:

Emailing customers with bad news.
The tone of an email can easily offend. Replies get forwarded, copied up the ladder, and suddenly more time — and more people — are involved than if you’d simply picked up the phone. Better yet, go in person.

Telling customers about internal problems
Staff shortages. Communication breakdowns. Operational frustrations. Customers don’t want to hear it — and it doesn’t reflect well on the person sharing it.

Complaining to co-workers about customers
Left unchecked, this behavior becomes culture. And customers eventually sense when they’re being met with more contempt than care.

The reminder for all of us:
Think twice before speaking, emailing, texting, or posting.
Professional discretion protects your reputation — and your organization’s.

Is Your Customer Distracted? Here’s How to Get Their Full Attention…Ever try having a meaningful buying conversation… on...
12/04/2025

Is Your Customer Distracted?
Here’s How to Get Their Full Attention…

Ever try having a meaningful buying conversation… only to compete with constant buzzing, pinging, and vibrating?

Today’s customers are so wired that it’s starting to feel like the Disney movie UP — mid-conversation they metaphorically shout, “Squirrel!”

Here’s the fix — and it’s simpler (and more powerful) than you think.

When you start the conversation, take out your own phone and say:
“Let me turn this thing off so we won’t be interrupted. By the way, how’s your time — are we OK?”

This tiny gesture does three big things:
SHOWS you value their time
HELPS them feel safe putting their phone away
SETS the stage for clearer, more confident buying decisions

In a distracted world, attention is the new currency.

Give it first — and customers will give it back.

Here’s a little insight that might completely shift how you interact with customers…I once interviewed a seasoned manage...
11/20/2025

Here’s a little insight that might completely shift how you interact with customers…

I once interviewed a seasoned manager who shared something she wished she’d learned earlier in her career:

Following up with potential customers isn’t pestering them — you’re actually doing them a favour.

Most of us hesitate to follow up because we worry about being annoying. But here’s the truth: Your customers are busy. Their inbox is overflowing. They meant to get back to you… but life gets in the way.

That gentle follow-up? It’s not pushy — it’s HELPFUL, RESPECTFUL, and often EXACTLY what they needed to move forward.

So the next time you hesitate, wondering whether you should reach out…

Go ahead and touch base.
You’re not being bothersome.
You’re being of service.

On a Personal Note — I’d appreciate your advice.I’m reaching out with a request I’ve never made before. Our daughter, Ni...
11/04/2025

On a Personal Note — I’d appreciate your advice.

I’m reaching out with a request I’ve never made before. Our daughter, Nicole, just graduated with a degree in Geology, and she’s been having a tough time landing that all-important first full-time job.

It reminded me of my own start. After earning my business degree in 1983—in the middle of a major recession—the only job I could get was selling accounting systems on 100% commission, literally door-to-door. It was awful… but it got me started.

Now, Nicole’s in a similar spot. Despite submitting dozens of customized resumes and cover letters to mining, consulting, and exploration companies, she’s getting almost no response. Not even interviews.

Here’s why I’m baffled—and proud. If you were hiring for a geology-related role, what would you think of someone like this?

Smart: French immersion educated, high school honours, Dean’s List in university.
Reliable: When she commits to something, she follows through—no reminders needed.
Hard working: A varsity rower and a summer tree planter—long hours, rough weather, blisters, and bugs, and she never quit. She’s not afraid of effort or getting her hands dirty.

So here’s my ask:
If you work in—or know someone connected to—the geology, mining, or exploration sectors who might be open to interviewing a determined young geologist, would you mind passing this along or connecting us? We'd both be deeply grateful for any advice or introductions you can share.

Motivation Isn’t About Hype – It’s About MotiveFor years, I’ve shied away from being called a “motivational speaker.” Wh...
10/23/2025

Motivation Isn’t About Hype – It’s About Motive

For years, I’ve shied away from being called a “motivational speaker.”

Why? Because you can’t motivate anyone to do something they don’t WANT to do.

True motivation happens when people UNDERSTAND WHY something matters —
- Why it HELPS customers.
- Why it STRENGTHENS the organization.
- Why it benefits THEM.

When EMPLOYEES understand the WHY,
the WANT TO follows.

Motivation isn’t about mood swings — it’s about meaning.

Let’s be honest — there are days when work just doesn’t feel inspiring. Tasks pile up. Energy dips. Customers (or cowork...
10/09/2025

Let’s be honest — there are days when work just doesn’t feel inspiring. Tasks pile up. Energy dips. Customers (or coworkers) seem impossible to please. And suddenly, even a job you once loved starts feeling… well, like just a job.

Here’s the truth: your customers can SENSE that lack of motivation — and it can quietly ripple into THEIR experience.

But there’s a way to break the cycle.

If you’re in management: start your day with 90 minutes FOCUSED on fixing root problems in your department.

If you’re on the front line: invest just 15 minutes in BUILDING your skills, especially in customer communication.

When you begin your day with INTENTION — focusing on what you CAN control — you don’t just lift your own spirits. You lift the entire customer experience.

Start small. Start today.

Your renewed energy might be the spark that brightens someone else’s day too.

Why Customers Shouldn’t Be Your First PriorityOne of the biggest concerns I hear from managers and supervisors?“It’s imp...
09/02/2025

Why Customers Shouldn’t Be Your First Priority

One of the biggest concerns I hear from managers and supervisors?

“It’s impossible to find and keep good employees!”

This issue isn’t going away — and it’s not just economics. It’s demographics.

The real challenge? Too many managers are buried in daily operations and customer requests… while ignoring the root problems.

Here’s what I share in my Managing Multiple Priorities presentations:
- Customers are not your first priority.
- Your top priority is IMPROVING how you serve customers to create long-term ROI.

Try this simple structure:
First 1.5 hours: Focus on big-impact projects like:
• Smarter hiring strategies
• Keeping your best employees engaged

Midday: Handle customer and operational issues.
Last hour: Knock out administrivia.

When leaders focus on strategy first, they create teams who deliver amazing service… and stay.

Your people are your brand. Prioritize them, and customer loyalty will follow.

It’s never fun to invest hours with a potential customer… only for them to buy elsewhere. It can feel personal — like yo...
08/14/2025

It’s never fun to invest hours with a potential customer… only for them to buy elsewhere. It can feel personal — like you brought your A-game, dressed to impress, and they still chose someone else.

Most people walk away and lick their wounds. But here’s your opportunity to stand out.

Next time this happens, try this: Send a quick follow-up note or email saying: “Thanks for your consideration.” Add that you appreciated their time, and that you’d be happy if they kept you in mind for the future.

Pro Tip: Include a helpful link, resource, or small gesture they can use right away.

In under a minute, you’ve shown… Thoroughness, Helpfulness, Grace under pressure.

Ironically, you might win more in the long run by losing with class. And you’ll walk away with your head high — and your step lighter.

I’m often asked to speak at conferences on how to enhance a company’s customer service culture.Let’s be honest — it’s ea...
07/24/2025

I’m often asked to speak at conferences on how to enhance a company’s customer service culture.

Let’s be honest — it’s easy for employees to show enthusiasm when they work at a theme park and customers are there to have fun.

But what about industries where customers are only there out of necessity or to make a “grudge purchase”?

In those environments, stress creeps in. Employees vent. They start swapping horror stories about “customers from hell.”

At first, it’s behind the scenes. But soon, customers pick up on that tone. And the downward spiral begins.

That’s why in my Leading a Customer Focused Team presentations, I recommend leaders hold CAST Meetings© — short, simple gatherings where:
Employees share stories about their favorite customers.

Want to enhance customer attitudes? Start with internal conversations that uplift. Facilitate an exchange of compliments – not complaints – about your customers.

The stories we tell each other shape the experience we deliver.

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