Speaker Overheads (FOR CSAA MEMBERS ONLY)

Purchase selected audio cassettes here (members & non-members)

Please thank our 2003 NAMTSE sponsors: Alert Alarm of Hawaii (Opening Reception's wine & beverages); Altronix Corp. (Happy Hour in the Exhibit Hall); Dice Corporation (Badge holder pouches); DMP (Partial sponsor of the Opening Reception's dinner); Digital Security Controls, Ltd.-DSC (May 17th continental breakfast); Fire-Lite Alarms (May 17th afternoon coffee break), GE Interlogix (May 18th continental breakfast); NAPCO Security Group (NBFAA Public Safety Awards Reception); and TRG Associates (Entertainment during the opening reception-Margaritaville)

• Saturday, May 17

• Sunday, May 18

• Monday, May 19

Saturday, May 17

• Byrd Baggett: The Soul of Winning - What Fuels the Hearts of Winners

"What are the keys to a successful and fulfilling life?" The seven characteristics identified are the heart of this message— wisdom so powerful that, when applied, has proven to dramatically improve performance.

• Ellen Bristol, Bristol Strategy Group, Customer Service the S.M.A.R.T. Way

Great customer service is the way to get profitable and stay that way. Learn the S.M.A.R.T. way to manage customer service for achieve motivated, eager service reps who routinely exceed customer expectations. These breakthrough strategies will transform your Customer Service Department into an engine for business retention, profit and innovation. Session coauthor: Marlene Sholod, Access to Experts, Inc.

• James Jackson, The Essex Group, Your Attitude is Showing! A Guide to Employee Selection for Superior Customer Service

People with bad attitudes won’t treat customers right. It’s far faster to train someone that lacks vocational skills, but has a good work ethic and attitude than to correct bad attitudes and behaviors. We’ll also look at practical tools for employee selection and advancement.

• Jim Zweedyk, EPS and Craig Leiser, Kismet Group, Sales Compensation  

This seminar will explore base pay, commissions, bonuses and incentives; and expense accounts, among other topics.

Sunday, May 18

• Robert Dolph, Security Sales & Integration, "Dr. Jekyll – Mr. Hyde:" The Technician to Trainer Transformation
  Part I
  Part II

Technicians know alarm theory; however, what about good customer training skills? False alarm surveys indicate an urgent need for improved alarm user training. Learn what is needed for good customer training programs; improved learning retention; standardize customer training; train-the-trainer tips, and "blended learning" strategies.

• William D. S. Smitley, Ph.D., Philip Crosby Associates II, Inc., Making Certain We’re Reliable: Improved Performance at Lower Costs

Reliability is the responsibility of everyone in the company and is the result of a never-ending process of improvement. Issues such as doing things right the first time, understanding the cost of not doing things right the first time and developing a preventive organizational culture are essential to reducing attrition, preventing false alarms and growing the business. Dr. Smitley conducts an interactive session that presents core management concepts and demonstrates how the understanding and formal application of the Four Absolutes of Quality Management ™ will produce a reliable and more profitable organization.

• Pamela Petrow, Vector Security, CSAA Web Based Operator Training Program

Learn about the CSAA interactive web based training program for Central Station operators. This comprehensive course offers value for both new and experienced operators from the basics of an alarm system to audio clips of proper dispatch protocols. See how you can implement this program in your Central Station.

• Laura Stepanek, SDM Magazine, Luncheon: The SDM 100

Competition among the security industry’s largest dealers is one of the many factors that drives interest in the SDM 100, the ranking of top companies published each year by SDM magazine. Find out how and why these companies made it to the list, and how their activities impact the entire industry.

• Ken Krisby, Success Solutions and Craig Leiser, Kismet Group, Measuring Progress and Performance

This seminar will cover principles of time management; which statistics best evaluate performance; cost analysis and how to handle backlogs.

• Dave Combes, ADEMCO Group and Peter LaChance, TQC, Bringing the Best Out in Your Salespeople

This seminar will discuss sales psychology; needs analysis; unappreciated salespeople; character—what is it; output performance; why and how to recognize your salespeople; and the difference between managers and leaders.

Monday, May 19

• New Technologies, New Revenue Streams: Developing Additional Business Opportunities for the Alarm Dealer

SPOTLIGHT: Craig Leiser, Kismet Group, New Sensor Applications

Focus on new business opportunities for the alarm dealer.

SPOTLIGHT: PERS

Moderator: Louis Fiore, Past President of CSAA; Speakers: Chuck Stevens, Linear Corporation; David Mayne, GE Interlogix, Inc.; and Eric Pritchard, Esq., Tannenbaum & Chanin, LLP

A panel discussion on the burgeoning Personal Emergency Response System marketplace. Topics will include hardware available for the marketplace, central Station response, legal issues and how to tap this marketplace.