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Testimonials and Case Studies

“Kaylyn is truly something special. She helped teach Yahoo!’s flagship manager program, Leading Big. I would often hear how she was able to really engage and motivate our participants through the two day program. She is able to really connect to our culture and encourage our managers to be more present for their employees.”
Sara Sperling
Sr. Talent Development Manager
Yahoo!

“Thank you so much for teleclass this afternoon. Even though we had some long time e-mailers, (one of which is our IT lady), we all came out of the class with a knowledge and understanding we did not have before.”
Lory Jenkins
Customer Service Manager
Chesapeake Printing & Packaging

“Yesterday’s conference was a huge success: the content was such high-quality information, and the delivery was top-notch. Bravo! You did an incredible job!”
Michael Lynch
Conference Manager
Progressive Business Conferences

“Kaylyn, thanks again for a wonderful and productive day. Your energy and enthusiasm was infectious.  Staff are still buzzing about the session and there have already been several instances where the techniques have been very helpful. We are committed to making the lessons learned an integral part of our individual and collective days ahead.”
Tom Clark, CAE
Executive Vice President
Association of Fundraising Professionals

"Kaylyn is a first class professional in learning and development. She engages the audience very well, shows quick thinking and adaptability whenever it's needed. She is also terrific to work with-smart, focused and energetic. I highly recommend her!"
Debra Carpenter
Senior Organizational Consultant
Right Management

“I have been Manager of Training and Development with W. W. Williams for 10 years and have worked with Kaylyn for 6 of those. Kaylyn’s goal is always to ensure our people get the most out of the material she presents. To that end, she is extremely receptive to alterations to the material which I feel will maximize the impact on our people – something other trainers frown on. She also manages questions and comments from our people expertly, relating their concerns back to the concepts to further the learning. She is outstanding in her field and a delight to work with.”
Jill Fiore
W.W. Williams

Case Study --- Department’s Communication Scores Jump 25% After Training
Kaylyn had been coaching front line employees in one segment of an organization for over five years, when the organization did an employee survey company-wide. Kaylyn’s  segment scored at least 25% higher than the other groups within the company -- consistently higher in all areas of manager/employee relations, including receiving recognition and feedback from managers as well as communication between departments.

Case Study – Client Uses Enhanced Persuasion Skills to Get New Cell Phone
“I recently attended a couple of your seminars and I just wanted to thank you for providing us with such great techniques and share a success story with you.

Right after leaving your seminar I went down to my wireless company for service. My new cell phone had quit working; it clearly had been dropped a few times and I was worried that they wouldn't even repair it. My goal was to get a brand new one.

As I entered the wireless store I kept your techniques in mind. I made eye contact with the lady that sold me the phone and approached her. She immediately asked how could she help me. I asked her if she remembered selling me the phone and she said she did.
 
I showed her the phone, and she expressed concern that the company usually only repaires phones that had factory defects and mine was clearly dropped a few times.

In a calm and unthreatening voice I explained to her that previously after only three weeks of owning the phone, it had stopped working and was repaired by the wireless company. I explained that because I spent over $300 on the phone I felt that I should have gotten a new phone at that time, but the company had repaired the phone and it came back in like new condition so I was satisfied.

The sales lady left her desk for a moment to get a repair form. I quickly scanned her desk to get information about her so I could find something in common. I noticed that she had a couple of customer service award plaques.

When she returned and started filling out the form I asked her what kind of phone she used. She showed me her phone and some of the features. I asked if the company allowed the employees to try out the new phones. She explained that they get a new phone about once a month to try out. I expressed how cool I thought that would be, and asked her, ‘If you could choose any phone what phone would you choose?’

Next I asked her what it took for her to receive the customer service awards. She explained that she was just good at taking care of her customers and making sales. I said, "Yeah, I know you are really good. Every time I call the store for service and ask a question, they always say, 'Just a second, let me ask (the sales lady's name)."

After completing the form, she explained to me that tomorrow when her manager was in she was going to try to get me a new phone. I didn't even have to ask! I've now got a new cell phone. Thank you, Kaylyn!
Lane G. Gunsolley
Teller Trainer
Savings Bank of Mendocino County