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Laurie  Guest

Laurie Guest

Customer Service Expert

Laurie Guest

Customer Service Expert


For over 26 years, Laurie Guest has built a reputation for being a speaker who does not disappoint. During a successful career in the healthcare industry, she was known as a “go-to-resource” for customer service excellence. She channeled that expertise into Guest Enterprises, Inc., her own speaking and training company and for more than two decades has shared her practical point of view on customer service and staff development to audiences across the country, blending real-life examples and proven action steps for improvement.

Laurie is an award-winning columnist and the author of two books. With her latest, The 10¢ Decision: How Small Change Pays off Big, Laurie presents her most sought-after and impactful strategies to find and retain the best staff and highest-quality members while delivering exceptional guest experiences. Laurie is a certified speaking professional and a member of the CPAE Speaker Hall of Fame™ an honor held by less than 1% of speakers worldwide. She lives in northern Illinois where she is a wife, mother of two, lover of board games and below-average cook.

Laurie’s knack for getting to the essentials of exceptional customer service means everyone in attendance will not only understand her approach, but be able to immediately implement her strategies for improvement.

With presentations that are fun and relatable—never canned or “over-rehearsed”—Laurie’s engaging and entertaining programs deliver both real-time interaction with audiences and a surprising dose of humor, too.

Speaker Videos

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Motivational Keynote Laurie Guest

Speech Topics

The 10¢ Decision®: How Small Change Pays Off Big

Service is at the center of every business, whether you’re making widgets, providing healthcare, or serving gourmet cuisine. From company culture to guest interactions, the choices we make day in and day out add up to create exceptional experiences for everyone involved. Sure, some decisions are big ones. But more often, it’s the “10¢ decisions”—the ones that barely cost a dime (literally or figuratively) but have a massive impact—that can transform customer service from so-so to stellar.

With decades of firsthand experience to draw from, Laurie shares her insights into making smart, effective choices to improve guest encounters, staff satisfaction, and your business as a whole.


  • How to turn things around “on a dime”
  • Ways to self-assess customer service levels
  • High-impact opportunities to shine that the competition is most likely missing
  • Ideas for improving the service level of every team member

Courageous Conversations: Saying What Needs to Be Said

Whether you need the perfect words to handle difficult clients, language to deal with challenging staff, or simply the guts to say what the boss needs to hear, this session can help.

Known as a courageous communicator, Laurie has spent more than 25 years teaching others how to use the right words and phrases to help achieve a desired result. During this highly interactive program, attendees will take common scenarios and learn how to phrase the communication in ways that increase their influence with others.


  • How to swap words to create connection
  • Ways to achieve desired results from others
  • Practical approaches to deal with difficult people
  • Secrets to making miserable moments tolerable

Life in the Espresso Lane: How to Be Smooth, Bold & Balanced in a Fast-Paced World

What if you could give yourself an instant pick-me-up by a simple change of thinking—even in stressful times? If you find yourself zapped after encounters with customers or co-workers, this course offers simple yet powerful ways to instantly become engaged, motivated, and energized. You will learn practical mental “lattes”—ideas you can serve yourself any time you need to get your perk on!

This fast-paced, fun, and interactive program will give you the tools to blend your own energizer. You will leave with new pep and excitement for the day. After you savor her “cup of sanity” once, Laurie’s humor and wisdom will make you want to drink in her ideas daily.


  • One action to become indispensable at work
  • Behaviors to positively stand out from the pack
  • The best way to build rapport with others
  • Ideas to achieve personal balance in life

Are We Having Fun Yet?: Communication & Teamwork Are More Than a Game of Chance

Is your team overdue for a fun, laugh-while-learning experience? Wouldn’t it be nice if you could also get them reacquainted, reenergized, and recommitted to your organization’s goals?Heck, while we’re at it, why not throw in improved personal interactions and a morale boost? During this customized, game-style program, audience members work together to build better communication and teamwork skills. The session is both enjoyable and highly interactive.


  • Improve communication between all types of team members
  • Build better internal and external rapport
  • Create a fun environment and lasting workplace relationships
  • Build a team that withstands myriad daily stressors