Rick is an internationally recognized expert on leadership and management development, performance management, and customer loyalty strategies. He is considered a leading expert in the use of Harrison Assessment solutions and, beyond the mechanics of the Harrison Assessment, the practical application of the Harrison tool set to produce positive results. His results oriented approach impacts individuals at all levels of the organization; from Executives, middle managers, supervisors, to front line employees. For over 30 years, Rick has been consulting, speaking, training, writing, and developing state of the art concepts that challenge people's mind-sets and develop new ways of thinking. His expertise is backed by over 12 years of successful line management experience. Rick is a faculty member for the Institute of Management Studies and has been on the faculty of many institutes of higher learning. Rick holds graduate degrees from the University of San Francisco and California American University.
Rick has authored many books, articles, and training programs including the bestselling Leadership and the Customer RevolutionTM, co-author of People Leave Managers... Not Organizations, and other notables like Legendary ServiceTM, World Class Customer ServiceTM, and The Service ProTM. His acclaimed training programs have been translated into a dozen languages and distributed all over the world.
Rick is a captivating and motivating speaker and facilitator whose use of stories, examples, anecdotes and metaphors provides a unique learning experience for audiences. His client list is extensive and reads like a "who's who" of business. It includes such notable organizations as Disney, Marriott Vacations Worldwide, Outrigger Resorts, The Kroger Co, The Boeing Co, Coca Cola, Farmers Insurance, Johnson & Johnson, Motorola, American Honda, Nucor, Brinker, Xerox, IBM, Perrier, Norwest, Publix, Romano’s Macaroni Grill, Toyota, L.L. Bean, Manpower, Bank-One, Pac-Bell, and Cray Computer.
- M. S. in Leadership and Organizational Development
- M. S. in Organizational Psychology
- 12 years middle and senior management experience
- Commanding Officer: U.S. Coast Guard Leadership Program
- Organizational Development and Leadership Faculty: University of San Francisco
- Director of Training: Center for Leadership Studies
- Organizational Development Faculty: National University
- Director of Training & Development: Blanchard Training & Development
- Master Trainer: Harrison Assessments