Michelle Ray, CSP

Leadership Expert & Accountability Catalyst

Renowned for her dynamic, informative, and interactive presentations, Michelle is a sought-after business conference speaker who understands what it takes to succeed as an entrepreneur. In addition to experiencing first hand the ups and downs of her family’s retail operations, Michelle has successfully led teams through three recessionary periods in North America and Australia. Her background and depth of understanding regarding hiring great managers and teams, providing world-class customer service as well as building a profitable, viable business has enabled her to build instant rapport with franchisors and franchisees alike.  

 From the first conference call to the keynote experience, Michelle possesses a unique capacity to immediately immerse herself in the world of her clients. She engages and relates to her franchise audiences through humor, wit and common-sense messages. Her premise is powerful and simply stated: “Leadership is a mindset, not a title.”

Click here for sample client list

Speaker Bio

Michelle Ray is a highly sought-after international business keynote speaker, entrepreneur, author and educator who advocates the importance of developing leadership and accountability skills, regardless of one’s title. She is committed to helping her clients in an array of industries create engaged workplaces, develop exceptional leaders and implement practical strategies to revitalize their cultures. 
 
From increasing sales revenues of 25 leading Australian radio and television affiliate stations to generating record-breaking revenues for the sales team of the world’s largest cinema advertising contractor, Michelle Ray has proven background of achieving outstanding results as a business leader. 
 
In addition to her corporate background, Michelle broadened her leadership experience during her tenure as a program director with Junior Achievement. Michelle secured financial commitments and volunteer support from an array of corporations, facilitating enduring partnerships between youth, entrepreneurs and educators that helped educate future generations about business. 

Now residing in Vancouver, Canada, Michelle helps individuals at every level in your franchise to master personal leadership—the ability to take charge of oneself first in any situation. Her franchise clients include McDonalds Australia, Pita Pit Canada, Boston Pizza International, Triple O’s, 30 Minute Hit and Re/Max. She also has worked with global brands including Flight Center, Lush Cosmetics, Proctor and Gamble, Xerox and PayPal.  

Michelle has been featured in renowned publications such as Inc., Investors Business Daily, the Globe and Mail and has appeared as a guest on numerous TV and radio programs including WCBS Opening Bell Report. She is the author of Lead Yourself First! Indispensable Lessons in Business and In Life. 

Book Michelle Now!

Travels From: Vancouver, BC, Canada

  Fee Range: $10,000 - $15,000

“Thank you for being a part of our Digital Workspace Services (DWS) Leadership Meeting. You kicked off our event with such an inspiring, motivating, fun and thought-provoking keynote address. The ideas you taught us resonated with attendees throughout the day as we discussed the behaviors and attitudes associated with poor and great leadership. Moreover, it set the tone to commit to action plans that will take our organization to the next level. It was truly a pleasure to meet you. Thanks again for inspiring our team and sharing your passion for the lifelong pursuit of becoming a better leader.”
Debra Hurley-James, Sr. Business Specialist
Bank of Montreal

Program Information

The most profitable franchisees recognize that enduring success is based on their ability to build outstanding teams and great workplace relationships. They understand that honing exceptional interpersonal skills are a given; that building trust, cooperation, and respect are essential ingredients for a positive, sought-after culture and customer retention.  

When teams are happy, customers are happy. Franchisees are happy! The collective efforts of all lead to increased motivation, high morale, low turnover and customer loyalty. Teams flourish in an atmosphere of camaraderie and respect, ultimately strengthening relationships both internally and externally.  

As franchisees, you have the opportunity to profoundly influence the connection between managers, team members, and customers. When managers and teams collaborate and contribute to the common purpose, passion for their vocation deepens, and the desire to be part of a winning culture escalates.  

During this informative, interactive and highly engaging presentation, your franchisees will leave the session inspired to apply new ideas and strategies to strengthen team dynamics, deepen their appreciation for employees and hone their skills to meaningfully connect with them on an on-going basis. Let it start with you

Expected takeaways for attendees: 

  • Build a teamwork blueprint for long-term effectiveness
  • Apply the power of positive influence with managers and teams alike
  • Learn the essentials to purposefully communicate and connect with staff at all levels
  • Master the art of connection to build trust, teamwork, and loyalty
  • Become a role model for celebrating team diversity and elevate your business success

We’ve often heard the adage “everyone can be a leader”, but what does this mean?  More importantly, how is this relevant to your business and your people? The most practical answer is to think of leadership in terms of character, not position or title. A leader is someone at any level who has grasped the ability to take charge of their thoughts, and consequently their actions, in any situation. 

We are often tested to be the best version of ourselves, regardless of our job function. Our attitudes directly impact the workplace atmosphere and the quality of our business relationships. When we take the initiative and lead ourselves with greater confidence, we are better equipped to strengthen relationships with managers, co-workers and  customers. 

Delivering her message with insight, wit and humor, Michelle’s energizing, informative and popular keynote presentation will remind audiences of the power of personal  leadership. They will learn accountability strategies they can use long after the event ends to take the lead, embrace challenges and create their own realities. 

Expected takeaways for attendees:

  • Build a leadership blueprint to use in business and in life
  • Realize the incredible leverage of modeling a “do what it takes” attitude
  • Decrease stress and negativity for greater productivity and positive results
  • Realign your core personal values to those of your workplace
  • Re-energize attitudes toward your peers and management
  • Tap into your innovative potential to bring out the best in yourself 

The Customer Service revolution is still in full swing! Due to the instant accessibility of technology, customers are savvier than any other time in history. They continue to be attracted to offerings that are simpler, more efficient and address their immediate needs.  

Today, customers not only are right, they have their collective fingers on the pulse and are a step…or ten… ahead.  

In addition, customers expect nothing less than an outstanding experience during every encounter with each member of your team. The first point of contact can make or break customer relationships within seconds.   

“World Class Service Excellence” offers you a winning strategy to build strong customer relationships. It is up to each one of us to take the lead with every customer, as it is the individual who creates the point of difference in the service experience. Therefore, great service starts with leading ourselves.  

Is your entire team ready to go beyond the extra mile?  

During this informative, interactive and fun presentation, attendees will have the opportunity to refocus, re-energize and be reminded of the value of giving and receiving great service. They will leave the session with greater awareness and intuition regarding the needs of tomorrow’s customers…today. 

Expected takeaways for attendees: 

  • Recharge your attitude to client relationships: They are the reason you are business 
  • Learn the six secrets of customer satisfaction to stay ahead of the curve 
  • Improve your internal client relationships to increase bottom line results 
  • Discover your UVP (Unique Value Proposition) to attract more business 
  • Learn dynamic communication strategies…Master the art of diplomacy with most annoying clients! 
  • Avoid the “cost of loss” …a bad service experience with your organization has immeasurable consequences! 

“Why is this happening?” “If it ain’t broke, don’t fix it.” “We’ve always done it that way.” Three clichés that have become part of the dialogue when it comes to the topic of change. Learning how to manage ourselves around situations and events that are outside of our control is not as complex as you may think, although the process often necessitates a shift in perspective, readiness to let go of the old and willingness to embrace the new. 

Easier said than done. 

During volatile market conditions, it isn’t unusual for businesses to tighten their collective belts and become even more risk-adverse. Adapting to a rapidly changing business environment is expected, yet many people feel even more afraid. On the other hand, it is equally concerning to lull ourselves into a false sense of security during positive times. As a franchisee, innovative thinking is essential, regardless of the economic climate. 

During this dynamic, interactive and content-rich keynote, your attendees will learn the core reasons behind resistance to change, how to achieve greater levels of acceptance in order to move beyond the “status quo” and ultimately, how to implement and communicate new strategies and approaches for long-term results. 

Expected takeaways for attendees: 

  • Experience Michelle’s 3-step process to managing change 
  • Develop a repertoire of communication skills to achieve buy-in and build rapport 
  • Transform your perspective from negative to positive in the face of change 
  • Address the human side first in the change process i.e. the fear of change and the fear of failure 
  • Learn to anticipate disruption and shifting business trends 
  • Recognize the difference between reacting vs. responding to change 

The notion of holding one job for life does not hold any appeal for the new generation of talent. Those days are gone forever and unless your franchise is willing to invest in them emotionally and financially‚ this savvy group will seize opportunity and leave you scrambling to replace them. They won’t accept complacency in their leaders or teams‚ and neither should you.  

In addition to managing the increasing numbers of retiring baby boomers, building a culture that draws in new talent and fosters engagement for all team members, regardless of age or culture, is a key priority.

Leaders need to ask themselves: “What is it that people want when they come to work with us?” What is appealing about our business that would attract them?” If you are able to answer these questions, then the process of attracting and retaining new talent becomes easier. 

As franchisees, we also must recognize that our own leadership style impacts employee motivation and talent retention. Leaders at all levels can profoundly impact an individual’s decision to stay or leave. Are you doing your best to communicate, connect and demonstrate genuine interest in your team members? 

In this content-rich presentation, you will discover the key components for building a dynamic environment where people can thrive and enjoy their work. You will recognize that the intangible (non-financial) motivators often have a major influence on a prospective, or current employee’s perception of your organization. Are you ready? 

Expected takeaways for attendees:

  • Learn the four influencing factors that are critical to talent retention 
  • Recognize the myths and truths behind a high-performing workplace culture 
  • Discover the “push” and “pull” factors regarding employees’ decisions to stay or leave 
  • Create a work environment that fosters talent retention through higher engagement  
  • Educate managers in accountability being a two-way street 
  • Understand the difference between tangible and intangible workplace motivators in the overall engagement equation

The existence of people challenges has consequences for your franchise’s bottom line. Many individuals are working longer hours, spending more time with managers, co-workers, and customers than their own families. Stress levels have accelerated as organizations of every description feel the pressure of delivering results in less time, with fewer resources. Teams are expected to be efficient, engaged and happy. 

The demands of today’s workplace often take a toll on the most important resource of all…your people. Under these conditions, it is not uncommon for drama and chaos to reign. 

Is your business equipped to deal with personality clashes, emotional explosions, “my way or the highway” mindsets, and other theatrics that undermine productivity and success? Are you ready to manage the high cost of low morale? 

Delivered with humor and insight, this exciting keynote offers practical solutions to the most common workplace problems…helping your audience to put a stop to the drama…once and for all. 

Expected takeaways for attendees:

  • Learn the difference between people who have problems and people who are problems 
  • Take a stand in the face of “the blame game” and other theatrics 
  • Practice objectivity and put the “small stuff” into perspective 
  • Detach from the dysfunction and drama to be a better “you” 
  • Evict the colleagues, managers and others who are living “rent-free” in your head 

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Speaker Resources

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Sample Client List

  • 30 Minute Hit
  • Boston Pizza International
  • EMC Corporation
  • Flight Centre
  • KMPG
  • Lush Cosmetics
  • McDonalds Australia
  • Oritizia
  • Pita Pit Canada
  • Safeway Inc.
  • Whitespot/Triple O’s Restaurants