As an international event speaker, productivity coach and author, Bruce brings a reality based, practical and fun approach to improving the patient experience, employee engagement, and retention. As a former business owner and senior manager in three customer service focused industries, he understands the importance of providing exceptional customer service, along with engagement and productivity. For 12 years, he has contributed to high level health care training initiatives for health care organizations, hospitals, clinics, and their staff through real life solutions to their current challenges, with high-value “what to do” content rich information that healthcare professionals at every level can relate to. More importantly, they can adopt the ideas and strategies in order to implement them for increased staff satisfaction and retention that improves the patient experience and the community reputation to be known for caring excellence. As an Director of Service Development for Custom Learning Systems, he enjoys working with health care clients all across North America. On a personal note, Bruce is a passionate mountain hiker, road biker, and produced a song as a Nurse Week tribute to Nurses everywhere called: “Nurse Angel” and has donated blood 485 times, well on his way to his goal of 500 donations. Bruce’s recently published book, Why Trust Me? Making Trust Your Competitive Edge, features a number of special resources that provide leadership tests that will drive up drive up your reputation as well as a focus on what great customer service must be known for and continually supported.