Certification - Client Attitude - training - communication

The certification

creativity - collaboration - emergence

What is the CLIENT ATTITUDE ^® CERTIFICATION ?

This approach is non-traditional, innovative, time-proven and highly profitable.
It offers:

•	A rapid approach for ensuring the continued motivation of the entire workforce, bringing together corporate and middle management, union officials and employees
•	A method for breaking habits and reversing negative perceptions
•	An awareness of the impact of daily gestures and their exponential positive effect on group dynamics
•	Shrewd and self-directed management tools designed to maximize strategic advances
•	A continuous teamwork structure implemented in all services
•	Applied management principles based on natural leadership (Mintzberg) for stimulating the creativity of the entire workforce
•	Powerful analytical tools for identifying the next generation of leaders and uncovering reasons behind low productivity
•	A continued process for solving problems and conflicts
•	Clear performance, profitability and value indicators, thanks to information transparency
•	A series of tools for establishing strategic positioning

•	The result of ten years of research and development rigorously developed by a group of experts under the stewardship of La Petite Université.
•	A strategic recovery method leading to long term and short-term benefits.
•	An efficient way of transmitting corporate messages to employees, and furthermore, encouraging them to become enthusiastic and productive team members, committed to group effort.
•	An internal communication system standardizing the collaboration of individuals and services, developing pride, sense of belonging and leadership attitudes of each individual, regardless of the type of organization.

Implementing the CLIENT ATTITUDE^® Certification creates the kind of dynamic employee participation that all companies dream about, though very few are able to implement or maintain this level on their own.

Achieving employee commitment, on every level, consists of emphasizing the human factor in terms of relations between colleagues, individuals in various divisions, suppliers or clients (who are considered first and foremost as individuals looking for support and acknowledgment in their purchasing efforts). For this purpose, the needs and interests of everyone are considered crucial.

Certified employees discover a context where their values are re-enforced and their place in the organization is clearly defined, where they can freely make suggestions and trust their superiors with their ideas and initiatives. They suddenly become an integral part of the entire team’s success in reaching corporate goals.

•	They actively participate in changes and improvements, because they feel that new projects, procedures and company restructuring are suited to their own forward growth, as opposed to decisions being imposed upon them without really understanding the basis.
•	They are committed to problem recognition and solving, which stimulates the continued improvement process non only in terms of production, but in the overall operational aspects of the company;
•	They are proud to be part of a progressive and dynamic organization, providing them with an unprecedented feeling of satisfaction and exceeded expectations.

The exceptional growth, profitability and performance results of businesses who became CLIENT ATTITUDE^® Certified prove the efficiency of the implemented systems and the professional and personal investment of the people involved.

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Claude Gagnon, Président &
Jacques Arsenault, General Manager,
GAGNON INC. :

“We are very pleased to provide the latest status report on the Client Attitude Certification standardization process. To summarize, we can definitely say that the standardization process is proving to be a highly performing management tool for the entire organization.

To begin with, the value placed on natural leadership and the enhanced transparent interactions are natural results of the internal communication structure implemented through the Client Attitude process. This structure also allows us to benefit from extremely reliable and accurate diagnostic processes, which also prove very useful for identifying the next generation of leaders for the Company.

The process of scheduling regular workgroup meetings also allowed us to discover a few problematic elements, the causes of which had formerly eluded us. This therefore allowed us to make decisions based on specific analyses that effectively highlighted several factors affecting our profitability. We can already observe the positive impact of decisions made according to this privileged information, collected since our employees feel like full-fledged contributors of the Company’s success.

Furthermore, the methods used to remain aware of the impact of attitudes and behaviors on group dynamics contribute significantly to overall employee accountability and responsibility. Finally, the entire workforce is actively participating in the total improvement process, a fact that allows us to envision greater possibilities for future profitability and growth.

Our motivation keeps increasing with actual practice, as we are strongly becoming aware of the significance of this innovative approach, which provides us with substantial and efficient tools designed for rapid problem solving and maximizing strategic advances. This approach also allows us to maintain coherence in our efforts and decisions, and provides a source of continued motivation for all employees. Furthermore, as you already know, our status as a Client Attitude Certification allowed us to obtain a highly important contract with Hydro-Quebec.”