Petra Marquart

What keeps you up at night? Employee engagement? Service quality? The quality of your customer service can determine your success – or failure!

Petra Marquart, President of Petra Marquart and Associates, will present a comprehensive approach to customer service at the upcoming Hawaii Small Business Conference. Marquart’s topic, “The Power of Service in Small Business Success,” covers the complex issues that affect people’s performance and dedication to work. “I will offer clear instructions on how to create a setting in which productivity, creativity and passion abound,” said Marquart. “The goal is maintaining a high-quality experience for customers.

In a case study, Michael Moore, owner of Na Hoaloha ‘Ekolu, will team up with keynote speaker Maggie Bayless of ZingTrain, Inc., to explain how strong focus on training and leadership development is key to employee satisfaction and retention. “Employee empowerment produces a shared commitment to community engagement,” Moore said. “We’ve been partnering with ZingTrain for many years now. Throughout the history of our businesses, Old Lahaina Luau, Aloha Mixed Plate, Star Noodle, Leoda’s Kitchen and Pie Shop, and Hoaloha Farms, our focus on training and leadership development has been key to employee satisfaction and retention.”

Marquart’s case studies in customer service feature local businesses: Mama’s Fish House, Maui Soda and Ice Works, and Pukalani Superette. “We continue to value the support of our customers,” said Aric Nakashima, owner of Pukalani Superette. “Our store has endured because it has kept up with the times, yet held on to its friendly, neighborhood feel.” Karen Christenson, Mama’s Fish House owner, said, “Our motto is to provide stellar service to our customers.” Agreeing, David Nobriga of Maui Soda and Ice Works said, “Family and community service are our core values.”

On May 4, Marquart will run a 2.5 hour workshop and invites Maui business owners to bring their service and employee issues so that she can explore solutions and answers specific to their everyday challenges. For information and reservations for the 2017 Hawaii Small Business Conference, visit www.HawaiiSmall.biz.