Conference Agenda
Tuesday, September 16
 

7:00a.m.

8:30a.m.

–

–

5:00p.m.

9:30a.m.

  

Registration/Hospitality Desk

 Vendor Partner Roundtable
*For vendor partners only
10:00a.m. – 11:45a.m.    General Session
11:45a.m. – 12:45p.m.    Lunch
1:00p.m. – 2:30p.m.  

General Session - Keynote Speaker
"THE MAGIC OF EXCEPTIONAL CUSTOMER SERVICE"
Doug Lipp - Former Disney Executive
We are very excited to be able to present, as our guest
speaker, an internationally-acclaimed expert on customer
service, leadership and diversity! Doug Lipp, former head
of training at Disney Studio's Walt Disney University has
over 25 years of experience working from the front lines of
the boardrooms of many American, Japanese and
European multinational corporations. Doug challenges
his audiences to examine their management styles and
business strategies, then determine the effectiveness of
each as seen from a  variety of  customer and cultural
perspectives.

2:30p.m.

2:45p.m.

–

–

2:45p.m.

4:45p.m.

  
Break
 
Leadership Workshop
"7 Ways to be Brilliant at the New Basics"
Presented by Tim Kirkland - Sullivision 
This workshop is designed for restaurant operators and
focuses on specific, actionable tactics that increase sales
and satisfaction by aligning the interests of the company,
crew, and guest.  This workshop ties into the Sullivision -
Multi-unit Leadership Workshop facilitated by Tim earlier
this year.
The Facilitator Tim Kirkland is an author, consultant, and
speaker on the topics of salesmanship, hospitality, and
customer service.  During his 15+ years in the hospitality
industry, he had led beverage and training departments
for numerous respected restaurant brands, been an
award-winning operator and a successful restaurateur.
 

6:30p.m.
 

 7:00p.m.

–
 

 –

 

7:00p.m.
 

11:00p.m.

 

  

Cocktail Reception 


Theme Night/Award Dinner

 
 
Wednesday, September 17

7:00a.m.

8:30a.m.

–

–

4:30p.m.

9:30a.m.

  

Registration/Hospitality Desk

Breakfast 

9:30a.m. 

 – 12:30p.m.  

Vendor Partner Tradeshow

  

11:30a.m.

12:30p.m.

–

–
 

12:15p.m.

2:00p.m.

  

Lunch

General Session

  

2:00p.m.


2:15p.m.

–


–

2:15p.m. 


4:15p.m.

  

Break


General Session with John DiJulius - THE authority on
world class customer experience!
John is redefining customer service in corporate America today.  He wrote the book on customer service, “Secret Service, hidden systems that deliver unforgettable customer service” and “What’s the Secret? To providing a World-Class Customer Experience."
One of the most captivating and charismatic speakers today, John will share with you ‘behind the scenes’ systems used by the top, world class customer service companies to provide unforgettable customer service. 
He has worked with Ritz Carlton, Starbucks, Lexus, The Cheesecake Factory, Hallmark Cards and many others. His strongest attribute may be the fact that he has  the experience of working with extremely large companies, but knows how to translate those processes to fit all business models.

4:15p.m.

 – 4:30p.m.  

Closing General Session
 
El Pollo Loco Franchisee Dinner and Meeting Agenda

These events are open to the El Pollo Loco Franchisees and Franchise Corporate Officers only.

  

•  Dinner on the evening of Wednesday, September 17, 2008.

•  Meeting on Thursday, September 18, 2008.

 

 CLICK HERE to download a copy of the Agenda.
 
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