Frequently Asked Questions
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What kinds of organizations do you work with?
I work with all types of health care organizations. I have spoken for local and national associations, hospitals, outpatient care centers, health systems, managed care associations, insurance companies, long term care facilities, medical and surgical practices and occupational health centers.
Do you offer consulting services?
No, my practice is limited to speaking. If you are looking for consulting, project management or train-the-trainer programs, I can provide you with the names of experts who specialize in those services.
What topics do you speak about?
The most frequently requested presentations are:
- Managing Patient Expectations
- Getting to 99: Achieving a Culture of Service Excellence
- How To Soothe, Smooth and Improve Difficult People
- One Great Leadership Skill: How to Inspire Discretionary Effort
- "I'm sorry to hear that..." Service Recovery Skills to Restore Patient Satisfaction
- Instant Rapport: How to Inspire Trust and Confidence
- World Class Service Excellence: 60 Ideas in 60 Minutes
- The World Is Full of Cactus, but We Don’t Have to Sit On It
Click here to go to presentations page
How long are your presentations?
Most of my programs are designed for a one hour presentation. Two hours are needed for “Getting to 99: Achieving A Culture of Service Excellence". Longer programs on any of the topics can be customized to meet your needs.
Why should we choose you to speak for our group?
I hold the designation of Certified Speaking Professional (CSP) from the National Speakers Association. This is the highest earned designation of the speaking profession.
I have a long track record of delivering outstanding presentations that provide solid content in an interesting and memorable way.
Click here to see what clients think about my presentations.
Do you have a videotape I can preview?
No. However, I can help to arrange for you to attend a live presentation.
How much do you charge?
From $5,000 to $10,000, depending on the format, length of program(s) and location. Here’s how it works:
You choose the topic or topics from the presentation list and then decide how long you would like the presentation to be, or how many presentations you would like to have during one day. You might want to offer a presentation several times during a day, so that as many people as possible are able to attend.
Is there a charge for travel time to and from the meeting?
There is no charge for my travel time.
How are expenses handled?
Everything except a hotel room is included in the fee. If lodging is needed, the room and tax are charged to the client’s master account. There is no additional charge for airfare, mileage, tolls, car rental, meals, etc.
Is there a way for me to save on your fee?
The cost per program is lower when you engage me to present more than one program on the same day. You might consider requesting sponsorship as a way of reducing expenses for your meeting.
Can you provide references?
Yes. Please click here for client and participant program evaluations.
Do you provide learning materials or handouts?
Yes, a learning guide is prepared to best meet the needs of your group. The guide varies from two to twenty five pages in length, depending on the length of the program and the type of event. You will receive a master copy of the guide for duplication. There is no charge for the master.
Can we videotape or audiotape your presentation?
Audiotaping is permissible, provided that a copy of the tape is sent to me within two weeks of the presentation. Audiotapes must be for internal use only, and not sold. My agreement with my publisher prevents me from allowing presentations to be videotaped.
What is the best way to contact you?
By telephone. When I am traveling, voice mail is checked more frequently than email. My telephone number is 203-966-4880. My email address is susan@susanbaker.com.
Can you provide a photo for our brochure?
Yes, a photograph can be mailed to you, or you can download a photograph here.
(Click Picture To Download High Resolution Image)What are your AV and set-up requirements?
Wireless lapel microphone (if more than 50 people will attend)
LCD projector and cable
Screen
Flip chart and markers
A six to eight foot skirted table. I will speak from the table rather than a lectern. For some presentations, I will also need a small cocktail size table or tray-jack.
I bring my own laptop computer, remote control and laser pointer.
Suggested room set-up:
If you would like the program to be highly interactive, participants are most comfortable when they are seated at tables.
If your meeting is a banquet, it is helpful to pre-set the salad and dessert. Clearing and setting courses can delay your schedule and be distracting for your guests if the presentation is taking place while they are eating.
Can you send a biography and introduction?
Yes. I will email an introduction printed in large font for easy reading. You receive this in advance of the meeting and I bring an additional copy with me to your event.
What is the next step to have you speak for our organization?
Call 203-966-4880 or email susan@susanbaker.com to select a date.
To finalize an agreement, two things are needed:
1. A signed program agreement (Click here for agreement)
2. A 50% deposit to confirm the date.
How do I get more information about your programs?
For additional information, please call me at
203-966-4880 or send an email to susan@susanbaker.com.