. Cheryl Crumb & Associates .

Feedback from Cheryl's Coaching Clients

Rudy Allen
Director, Human Resources
Husqvarna Outdoor Products

I'd never considered a career coach until I had the opportunity to work with Cheryl Crumb. For me I needed someone who would lay things on the line and not tell me what I wanted to hear. She listens intensely to what I am saying, but more importally to what I'm not saying…and reflects back to me life-changing perspectives that I'd never considered She's a brillant professional, with a passion and compassion toward helping people exceed the self imposed limits of their thinking.

Adam Weisz
Engineering Manager
Tyco Electronics Corporation

Cheryl has been coaching me for the past 10 months. During this time Cheryl helped me build the bridge between where I was and where I wanted to be. Cheryl has helped me see what I could not see before and more importantly she guided me with her knowledge, energy, enthusiasm and motivation to a higher level of excellence. Cheryl and I gazed through a maze of topics that have made me a more skilled leader.

Russell Sellers
VP, Human Resources
Sellers Feinberg

Cheryl has been my coach for almost a year. During that time our work has focused on reinventing oneself, something everyone must do from time to time in their career. Cheryl has a unique ability to guide you through a process which uncovers different perspectives and forces you to be responsible for you impact. At times she leads, at times she pushes and at times she holds the space for your learn on your own. My work with her has provided me with a clearer picture of where I want to be and how to get there.

Brian McGuckin
Director
Sellers Feinberg

I have had the privilege of being coached by Cheryl Crumb for the last 5 months. During that time, we have focused our attention on improving my work performance, especially in cultivating my managerial skills. My experience with Cheryl has been rich and fruitful. She is a strong coach with an intense ability to focus on our work together and be completely present during our sessions. This intensity of focus comes along with an easy, personal manner that has proven to be a winning combination for me. With these qualities she is able to provide direct, succinct feedback in a respectful manner with great impact. She is an expert at providing alternative viewpoints and offering concrete suggestions to achieve desired outcomes. She challenges me, holds me accountable and stays focused on my agenda. I have been amazed at the progress I have made in this short period of time with Cheryl's help.

See What Celestica Employees Have To Say About The "Customer First" Program

Wes Thistle
Manager
Celestica

The Customer First training seminar presented by Cheryl was both exciting and timely. In todays competitive business environment, great customer service is becoming a key differentiator in winning new business. This training provided the foundation and detail required to understand what your customers really want and how to develop strategies to modify your behaviors to meet those needs. This two day seminar was managed masterfully by Cheryl, creating a relaxed and open workshop environment where all attendees felt comfortable in sharing their input and ideas with all. Her ability to incorporate specific examples from our company really made the training unique and focused to our business. I look forward to seeing the positive results of the training within my immediate department and the wider impact to the company.

Jim Simpson
Director, Supply Chain
Celestica

Overall, my organization quite enjoyed the course. The structure of the course provided a refreshing change to the norm, as it was just as applicable to the direct employees, their manager, and myself as the organization director. Every course available to large corporations such as Celestica have some merit and valuable messages, but unfortunately, many of these are forgotten quite soon after people have left the classroom. What I have found with your "Customer First" class is that team members have cited the course many times, and have actively engaged in utilizing the principles discussed. Even recently, one of my direct reports responded to a request from myself, a request which I thought was very simple (ie. one line sentence), but could have been subject to interpretation. Jeffrey came back to me to ask some questions of clarification, and in the process, was able to better qualify my request, and turn a multiple hour task into a 15 minute exercise.

Overall, I felt the course was quite effective, and was enjoyed by everyone within the organization.

Adam Hen
Manager
Celestica

Customer First training provides a 'first principles' approach that is deeply rooted in common sense. There are no gimmicks, cliches, or magic formulae. In fact, Cheryl dispells many of the cliches associated with customer interaction, such as "the customer is always right". You are taught to think and question, before acting, in order to make the most out of each interaction, and ensure that the customer's true needs are being met or exceeded. You are also taught that Customer First is an attitude and way of thinking that begins with you....it is not someone else's problem.

Patrick Quinn
Manager, Supply Chain
Celestica

The Customer First training was beyond my expectations. I took one of your courses about 4 years ago called 'Creating the Customer Relationship" and still today I remember and use part of it.

I believe you do an excellent job at making everyone at ease in the classroom, you create an inviting atmosphere for honest and open communication. You also have that very hard to achieve balance of directing the training in the right direction and letting the flow of conversation do its course. If we get off topics, you write the comment on the board and we get back to it later. I never felt rushed to move on to another topic during the 2 days.

I have also liked how you tailored the training to our company. We could easily link the material to actual Celestica examples that you brought to the table making the experience much more interesting and pertinent to our daily activities. I particularly liked the part about Customer Loyalty.

Over the past few weeks, I have observed a change in the approach of some of my team members are taking in their interaction with each other and also other departments. The material that has stayed with them includes:

1. Better listening skills
2. Show a can-do attitude in the face of a difficult road block
3. More empathetic attitude towards other
4. Improvement in meeting deadlines

Abdul Rahman Hasbullah
Manager, SCM Environmental & Engineering Services Operations
Celestica

I like about this training because it gives a reality perspective of encounters with customers. Most people will 'preach' that customer is right and we must always obey customer. This training gives us tthe courage and shows us that customers may not know everything. However, it teaches us to be a partner to the customer, by providing counter proposals to customers.

Other Testimonals

Linda Barker
Director
Celestica

Cheryl provides an excellent service to Celestica which goes beyond her course offerings. Her warm personality, wealth of experience and wisdom have established her credibilty with the managers and employees she works with. She receives raves review in all the courses in my area and often goes beyond the call of duty to counsel and support our staff. Cheryl is truly a business partner and a member of the extended team.

George Goto
Tyco Electronics Canada

Cheryl is one of the most effective trainers I have come across. Unlike traditional trainers, she listens to participants intensely rather than telling them what to do. She makes them think rather than just having them memorize the course material. She will not let you be comfortable doing the same old thing in the same old way. She challenges you to start thinking differently. She does all this with a smile, in a friendly atmosphere. It helps participants open up and creates an environment conducive to changes.

If you are interested in a comfortable training, where you attend the classes, say "that was pretty good" and go back to the old way of doing things, her training may not be for you. However, if you are willing to accept that you are not as good as you think you are, and are willing to take steps to find out what's missing and do something about it, then I strongly recommend Cheryl's training. It will be challenging, but if you put enough effort, it will be rewarding.

Dianne Ramster
CEO
Hunt Personnel

The concepts that Cheryl speaks so fluently about, work! My company has been built on these principles and everyone lives them. Proof of success is this: I am a "liberated" owner. I now work part time, much of this in Florida in the winter. I am not at risk with any one single manager, the company operates truly as a customer focused team. My role is cheerleader, coach, encourager from the bottom of the inverted organization triangle. It is not often however, that I become aware of someone like Cheryl, who can communicate with business owners in a way that demonstrates an understanding of these concepts while also understanding owner outcomes, big picture.

Marion Reid
Chief Nursing and Professional Practice Officer
York Central Hospital

Cheryl is a very warm and interactive leader/facilitator who is able to initiate meaningful dialogue that is theory driven and provider focused. "The Other Side of Care" empowers staff to be proactive and take control over their relationships and interactions in order to achieve improved outcomes.

Donald McGarva
President and Director
Celestica Japan KK

Cheryl offered a focussed and flexible solution to the local sales training requirements in Japan. Through her consultative approach to developing the program jointly with the local management, including myself, we managed to customise the training to clearly target the development needs of the team. Throughout the training she continued to revise and adapt the materials and schedule to fit with the individual and group needs of the participants.

Despite the language difficulties she managed to get the key messages delivered to each of the local team in a way that demonstrated how they could bring value to the way they do their work and the the way they interact with their customers. This has already becomne evident in the way that the team now have an invigorated approach to winning customers, building relationships, using resources effectively and hopefully through the improved business levels which will no doubt materialise.

Kate Gilderdale
Editor
Stouffville Free Press

Cheryl Crumb has a remarkable gift for connecting with people from all walks of life. Her ability to recognize each individual's unique strengths and talents encourages those she coaches to believe in themselves and to achieve their greatest potential. Cheryl's genuine interest in and empathy with others make her an ideal mentor, and her customer focus training provides an invaluable tool for both large corporations and small independent companies who are looking for an edge in a highly competitive world.

Margaret Carey
Administrative Coordinator
York Central Hospital

Cheryl's workshop came at just the right time for the work force that was running low on energy, patience, and hope for a less stressful environment.

With her energy, insight and sense of humour, Cheryl guided the tired workforce to deal with difficult situations with compassion and renewed energy.

The changes observed after the time spent with Cheryl were not difficult to observe. More positive interactions, happier staff, and definitely, more satisfied customers.

Mike Mortson
Manager
Celestica

Cheryl does an exceptional job of engaging her audience in a participatory manner, which allows them to better internalize, and later employ, those skills, techniques, thoughts, and paradigms which are central to her teachings. It is an absolute pleasure working with her and entrusting a key element of our employee's growth and development in her hands!

Tina Lawrence
Canadian Tire

I had the pleasure to connect with Cheryl Crumb through a respected executive who recommended her as a coach. As a coach and consultant myself, it is sometimes difficult to take a step back and consider your own needs and development goals. Cheryl helped me to frame my reality and suggest a course discovery to help me fully explore my potential and the possibilities for my career development. She did so with a great deal of insight, sensitivity and respect

Bonnie Shears
Manager
Celestica

Cheryl Crumb's courses on building and sustaining customer relationships, provides the foundations and tools to enable the individual to enhance their performance and win outstanding results. Cheryl's motivational presence combined with her vast experience with large multi-national businesses in multiple geographies, is an added dimension to these very practical workshops. The learning does not stop in the course, her one-on-one coaching with individuals further reinforces the application of the concepts to "real-life" situations.

Thinking about this I actually poured myself a glass of wine and toasted you. I couldn't have got through last year without you. Truly, there are no words to describe your magic. Thank you.

Keith R. Denlinger
Director
Tyco Electronics Corporation

Our engineering organization is responsible for the development of new products for the automotive industry. We have an excellent technical team with some tremendous capabilities. Never the less I was sensing the initial stages of an inward focus. A belief that "we know what's required" and "we do things this way because". I began looking for a way to turn our focus outward; to encourage our people to see our products through the customer's eyes. Eventually I was introduced to Cheryl Crumb and her "Customers for Keeps" program.

I knew we were on the right track when after the first session I began to get calls from employees inquiring about the training. "I heard this class was great"; and "how can I get signed up"? This was a first time experience for me. Normally we must check to see that employees actually show up for training! But more amazing is that we still feel the impact today, over one year since our last wave of training. I hear things like "...then I asked the guy a 'high value question' and he opened up to me completely. We can solve his problem if our part provides this...". The message has become part of our culture and is making a difference.

Anyone can provide training, but delivering knowledge is something else entirely. Training is information, delivered to a group of workers each wondering how many email will be awaiting them when they get back to their jobs. But knowledge is something that comes when the message is so undeniably on target, and the messenger so passionate in her delivery, that the organization is fundamentally and forever changed. Don't settle for training when you can have a knowledge experience.

Junia Freitas
Director
Celestica

I have known Cheryl for one year, and have seen Cheryl in action transforming individual behaviors in groups of 1 to 25 people. I have personally taken 3 of her courses. I have also hired Cheryl as a facilitator for one Team Alignment session I promoted within my company, involving 21 VPs and Directors from 6 of our sites around the world; the session was a success.

Cheryl's courses offered me a wealth of research and theoretical models that enabled me to see clearly elements that determine results. Elements like "The Commitment Cycle", "The Change Process", "Communication", "The Value Equation", "Managing Objections", relationship, trust. With the models applied to my day to day, I was able to spot patterns or blind-spots in myself and others, which was the first step in taking responsibility for changing those patterns and reaching new results.

Through my interactions with Cheryl I became present to the power of language to cause transformation. Cheryl's powerful use of language calls for action in both our professional and personal lives. At the end of Cheryl's courses I found myself at a renewed level of integrity, of honoring my word.

I know I can count on Cheryl to challenge me, and to expect from me even more than I expect from myself. I count on Cheryl to continue contributing to myself personally and professionally.

Doris Puddington
Controller
Tyco Electronics Corporation

I recently had the pleasure of being a participant in Cheryl Crumb's "Customer for Keeps" training program. This was a truly excellent program for a couple of reasons. Firstly, is Cheryl herself. Her delivery of the material is exceptional. She is an exciting, dynamic trainer, an excellent public speaker and extremely well versed in her subject matter. She is a "people-person" and it shows.

Her enthusiasm is infectious which enables her to successful in draw out people to fully participate. This sharing of ideas is valuable to the group as a whole as people learn from each other's experiences. Everyone who took the program stated that although they felt they worked very intensively for the week, they also felt that they had actually learned something that they could apply to their day-to-day work and personal lives.

Secondly is Cheryl's total familiarity with and passion for her subject matter, which has enabled her to design and build a thoughtful and comprehensive training package. She makes excellent use of various media, using videos and a game that she designed herself, in addition to the more traditional flip charts and overheads. There is never a dull moment. You have to stay on your game during this course. The various media keep the program fast paced and fun.

Cheryl has designed a winning "Customers for Keeps" program that is fun, interesting and challenging. You definitely go away with new tools in your kit, a fresh enthusiasm, and feeling that you have taken a worthwhile and meaningful course for a change. Definite value-added.




		Feedback from Cheryl's Coaching Clients Rudy Allen Director, Human Resources Husqvarna Outdoor Products I'd never considered a career coach until I had the opportunity to work with Cheryl Crumb. For me I needed someone who would lay things on the line and not tell me what I wanted to hear. She listens intensely to what I am saying, but more importally to what I'm not saying…and reflects back to me life-changing perspectives that I'd never considered She's a brillant professional, with a passion and compassion toward helping people exceed the self imposed limits of their thinking. Adam Weisz Engineering Manager Tyco Electronics Corporation Cheryl has been coaching me for the past 10 months. During this time Cheryl helped me build the bridge between where I was and where I wanted to be. Cheryl has helped me see what I could not see before and more importantly she guided me with her knowledge, energy, enthusiasm and motivation to a higher level of excellence. Cheryl and I gazed through a maze of topics that have made me a more skilled leader. Russell Sellers VP, Human Resources Sellers Feinberg Cheryl has been my coach for almost a year. During that time our work has focused on reinventing oneself, something everyone must do from time to time in their career. Cheryl has a unique ability to guide you through a process which uncovers different perspectives and forces you to be responsible for you impact. At times she leads, at times she pushes and at times she holds the space for your learn on your own. My work with her has provided me with a clearer picture of where I want to be and how to get there. Brian McGuckin Director Sellers Feinberg I have had the privilege of being coached by Cheryl Crumb for the last 5 months. During that time, we have focused our attention on improving my work performance, especially in cultivating my managerial skills. My experience with Cheryl has been rich and fruitful. She is a strong coach with an intense ability to focus on our work together and be completely present during our sessions. This intensity of focus comes along with an easy, personal manner that has proven to be a winning combination for me. With these qualities she is able to provide direct, succinct feedback in a respectful manner with great impact. She is an expert at providing alternative viewpoints and offering concrete suggestions to achieve desired outcomes. She challenges me, holds me accountable and stays focused on my agenda. I have been amazed at the progress I have made in this short period of time with Cheryl's help. See What Celestica Employees Have To Say About The "Customer First" Program Wes Thistle Manager Celestica The Customer First training seminar presented by Cheryl was both exciting and timely. In todays competitive business environment, great customer service is becoming a key differentiator in winning new business. This training provided the foundation and detail required to understand what your customers really want and how to develop strategies to modify your behaviors to meet those needs. This two day seminar was managed masterfully by Cheryl, creating a relaxed and open workshop environment where all attendees felt comfortable in sharing their input and ideas with all. Her ability to incorporate specific examples from our company really made the training unique and focused to our business. I look forward to seeing the positive results of the training within my immediate department and the wider impact to the company. Jim Simpson Director, Supply Chain Celestica Overall, my organization quite enjoyed the course. The structure of the course provided a refreshing change to the norm, as it was just as applicable to the direct employees, their manager, and myself as the organization director. Every course available to large corporations such as Celestica have some merit and valuable messages, but unfortunately, many of these are forgotten quite soon after people have left the classroom. What I have found with your "Customer First" class is that team members have cited the course many times, and have actively engaged in utilizing the principles discussed. Even recently, one of my direct reports responded to a request from myself, a request which I thought was very simple (ie. one line sentence), but could have been subject to interpretation. Jeffrey came back to me to ask some questions of clarification, and in the process, was able to better qualify my request, and turn a multiple hour task into a 15 minute exercise. Overall, I felt the course was quite effective, and was enjoyed by everyone within the organization. Adam Hen Manager Celestica Customer First training provides a 'first principles' approach that is deeply rooted in common sense. There are no gimmicks, cliches, or magic formulae. In fact, Cheryl dispells many of the cliches associated with customer interaction, such as "the customer is always right". You are taught to think and question, before acting, in order to make the most out of each interaction, and ensure that the customer's true needs are being met or exceeded. You are also taught that Customer First is an attitude and way of thinking that begins with you....it is not someone else's problem. Patrick Quinn Manager, Supply Chain Celestica The Customer First training was beyond my expectations. I took one of your courses about 4 years ago called 'Creating the Customer Relationship" and still today I remember and use part of it. I believe you do an excellent job at making everyone at ease in the classroom, you create an inviting atmosphere for honest and open communication. You also have that very hard to achieve balance of directing the training in the right direction and letting the flow of conversation do its course. If we get off topics, you write the comment on the board and we get back to it later. I never felt rushed to move on to another topic during the 2 days. I have also liked how you tailored the training to our company. We could easily link the material to actual Celestica examples that you brought to the table making the experience much more interesting and pertinent to our daily activities. I particularly liked the part about Customer Loyalty. Over the past few weeks, I have observed a change in the approach of some of my team members are taking in their interaction with each other and also other departments. The material that has stayed with them includes: 1. Better listening skills 2. Show a can-do attitude in the face of a difficult road block 3. More empathetic attitude towards other 4. Improvement in meeting deadlines Abdul Rahman Hasbullah Manager, SCM Environmental & Engineering Services Operations Celestica I like about this training because it gives a reality perspective of encounters with customers. Most people will 'preach' that customer is right and we must always obey customer. This training gives us tthe courage and shows us that customers may not know everything. However, it teaches us to be a partner to the customer, by providing counter proposals to customers. Other Testimonals Linda Barker Director Celestica Cheryl provides an excellent service to Celestica which goes beyond her course offerings. Her warm personality, wealth of experience and wisdom have established her credibilty with the managers and employees she works with. She receives raves review in all the courses in my area and often goes beyond the call of duty to counsel and support our staff. Cheryl is truly a business partner and a member of the extended team. George Goto Tyco Electronics Canada Cheryl is one of the most effective trainers I have come across. Unlike traditional trainers, she listens to participants intensely rather than telling them what to do. She makes them think rather than just having them memorize the course material. She will not let you be comfortable doing the same old thing in the same old way. She challenges you to start thinking differently. She does all this with a smile, in a friendly atmosphere. It helps participants open up and creates an environment conducive to changes. If you are interested in a comfortable training, where you attend the classes, say "that was pretty good" and go back to the old way of doing things, her training may not be for you. However, if you are willing to accept that you are not as good as you think you are, and are willing to take steps to find out what's missing and do something about it, then I strongly recommend Cheryl's training. It will be challenging, but if you put enough effort, it will be rewarding. Dianne Ramster CEO Hunt Personnel The concepts that Cheryl speaks so fluently about, work! My company has been built on these principles and everyone lives them. Proof of success is this: I am a "liberated" owner. I now work part time, much of this in Florida in the winter. I am not at risk with any one single manager, the company operates truly as a customer focused team. My role is cheerleader, coach, encourager from the bottom of the inverted organization triangle. It is not often however, that I become aware of someone like Cheryl, who can communicate with business owners in a way that demonstrates an understanding of these concepts while also understanding owner outcomes, big picture. Marion Reid Chief Nursing and Professional Practice Officer York Central Hospital Cheryl is a very warm and interactive leader/facilitator who is able to initiate meaningful dialogue that is theory driven and provider focused. "The Other Side of Care" empowers staff to be proactive and take control over their relationships and interactions in order to achieve improved outcomes. Donald McGarva President and Director Celestica Japan KK Cheryl offered a focussed and flexible solution to the local sales training requirements in Japan. Through her consultative approach to developing the program jointly with the local management, including myself, we managed to customise the training to clearly target the development needs of the team. Throughout the training she continued to revise and adapt the materials and schedule to fit with the individual and group needs of the participants. Despite the language difficulties she managed to get the key messages delivered to each of the local team in a way that demonstrated how they could bring value to the way they do their work and the the way they interact with their customers. This has already becomne evident in the way that the team now have an invigorated approach to winning customers, building relationships, using resources effectively and hopefully through the improved business levels which will no doubt materialise. Kate Gilderdale Editor Stouffville Free Press Cheryl Crumb has a remarkable gift for connecting with people from all walks of life. Her ability to recognize each individual's unique strengths and talents encourages those she coaches to believe in themselves and to achieve their greatest potential. Cheryl's genuine interest in and empathy with others make her an ideal mentor, and her customer focus training provides an invaluable tool for both large corporations and small independent companies who are looking for an edge in a highly competitive world. Margaret Carey Administrative Coordinator York Central Hospital Cheryl's workshop came at just the right time for the work force that was running low on energy, patience, and hope for a less stressful environment. With her energy, insight and sense of humour, Cheryl guided the tired workforce to deal with difficult situations with compassion and renewed energy. The changes observed after the time spent with Cheryl were not difficult to observe. More positive interactions, happier staff, and definitely, more satisfied customers. Mike Mortson Manager Celestica Cheryl does an exceptional job of engaging her audience in a participatory manner, which allows them to better internalize, and later employ, those skills, techniques, thoughts, and paradigms which are central to her teachings. It is an absolute pleasure working with her and entrusting a key element of our employee's growth and development in her hands! Tina Lawrence Canadian Tire I had the pleasure to connect with Cheryl Crumb through a respected executive who recommended her as a coach. As a coach and consultant myself, it is sometimes difficult to take a step back and consider your own needs and development goals. Cheryl helped me to frame my reality and suggest a course discovery to help me fully explore my potential and the possibilities for my career development. She did so with a great deal of insight, sensitivity and respect Bonnie Shears Manager Celestica Cheryl Crumb's courses on building and sustaining customer relationships, provides the foundations and tools to enable the individual to enhance their performance and win outstanding results. Cheryl's motivational presence combined with her vast experience with large multi-national businesses in multiple geographies, is an added dimension to these very practical workshops. The learning does not stop in the course, her one-on-one coaching with individuals further reinforces the application of the concepts to "real-life" situations. Thinking about this I actually poured myself a glass of wine and toasted you. I couldn't have got through last year without you. Truly, there are no words to describe your magic. Thank you. Keith R. Denlinger Director Tyco Electronics Corporation Our engineering organization is responsible for the development of new products for the automotive industry. We have an excellent technical team with some tremendous capabilities. Never the less I was sensing the initial stages of an inward focus. A belief that "we know what's required" and "we do things this way because". I began looking for a way to turn our focus outward; to encourage our people to see our products through the customer's eyes. Eventually I was introduced to Cheryl Crumb and her "Customers for Keeps" program. I knew we were on the right track when after the first session I began to get calls from employees inquiring about the training. "I heard this class was great"; and "how can I get signed up"? This was a first time experience for me. Normally we must check to see that employees actually show up for training! But more amazing is that we still feel the impact today, over one year since our last wave of training. I hear things like "...then I asked the guy a 'high value question' and he opened up to me completely. We can solve his problem if our part provides this...". The message has become part of our culture and is making a difference. Anyone can provide training, but delivering knowledge is something else entirely. Training is information, delivered to a group of workers each wondering how many email will be awaiting them when they get back to their jobs. But knowledge is something that comes when the message is so undeniably on target, and the messenger so passionate in her delivery, that the organization is fundamentally and forever changed. Don't settle for training when you can have a knowledge experience. Junia Freitas Director Celestica I have known Cheryl for one year, and have seen Cheryl in action transforming individual behaviors in groups of 1 to 25 people. I have personally taken 3 of her courses. I have also hired Cheryl as a facilitator for one Team Alignment session I promoted within my company, involving 21 VPs and Directors from 6 of our sites around the world; the session was a success. Cheryl's courses offered me a wealth of research and theoretical models that enabled me to see clearly elements that determine results. Elements like "The Commitment Cycle", "The Change Process", "Communication", "The Value Equation", "Managing Objections", relationship, trust. With the models applied to my day to day, I was able to spot patterns or blind-spots in myself and others, which was the first step in taking responsibility for changing those patterns and reaching new results. Through my interactions with Cheryl I became present to the power of language to cause transformation. Cheryl's powerful use of language calls for action in both our professional and personal lives. At the end of Cheryl's courses I found myself at a renewed level of integrity, of honoring my word. I know I can count on Cheryl to challenge me, and to expect from me even more than I expect from myself. I count on Cheryl to continue contributing to myself personally and professionally. Doris Puddington Controller Tyco Electronics Corporation I recently had the pleasure of being a participant in Cheryl Crumb's "Customer for Keeps" training program. This was a truly excellent program for a couple of reasons. Firstly, is Cheryl herself. Her delivery of the material is exceptional. She is an exciting, dynamic trainer, an excellent public speaker and extremely well versed in her subject matter. She is a "people-person" and it shows. Her enthusiasm is infectious which enables her to successful in draw out people to fully participate. This sharing of ideas is valuable to the group as a whole as people learn from each other's experiences. Everyone who took the program stated that although they felt they worked very intensively for the week, they also felt that they had actually learned something that they could apply to their day-to-day work and personal lives. Secondly is Cheryl's total familiarity with and passion for her subject matter, which has enabled her to design and build a thoughtful and comprehensive training package. She makes excellent use of various media, using videos and a game that she designed herself, in addition to the more traditional flip charts and overheads. There is never a dull moment. You have to stay on your game during this course. The various media keep the program fast paced and fun. Cheryl has designed a winning "Customers for Keeps" program that is fun, interesting and challenging. You definitely go away with new tools in your kit, a fresh enthusiasm, and feeling that you have taken a worthwhile and meaningful course for a change. Definite value-added.