For over 20-years we’ve been
helping leaders and organizations

Raise the Bar and Elevate the
Customer Experience from
Average to Extraordinary

Our Most Popular Leadership Workshops

  • The Role of Leadership Creating & Sustaining a Culture of Excellence

  • The Power of Repetition – Facilitating Engaging, Meaningful Team Huddles

  • Unlocking Your Executive Leadership Potential
A group of people sitting around a table.

Creating a Culture of Excellence is a Journey

  • Our training programs are customizable based on your unique needs

  • Can be facilitated in 60-90-minute, half-day or full-day sessions

  • We’ll facilitate the workshops for you, or conduct a Train-the-Trainer session for your in-house team

  • Our training programs can be facilitated in-person, or virtually

  • Every training program is designed to be informative, engaging, energizing, and results-oriented
A person is standing in front of some papers.
All training programs include an array of helpful
participant handouts, cheat sheets, self-accountability checklists and action planning worksheets

Our Most Popular All Staff Workshops

A group of people sitting in front of a speaker.

We can facilitate training sessions of 10-100 employees

  • Raising the Bar – Elevating the Customer Experience from Average to Extraordinary

  • The Art De-Escalation & Effective Service Recovery

  • Proper Telephone Etiquette – Making Lasting 1st Impressions

  • Valuing the Differences – Fostering a Culture of Diversity & Inclusion

About Your Workshop Facilitator

Theo Gilbert-Jamison

Author, Consultant, Executive Coach

  • Launched Performance Solutions by Design in 2003
  • 17 Years with The Ritz-Carlton Hotel Company
  • Background in HR, Learning & Development, Lean/Six Sigma, and Process Improvement
  • 9 Published Books on Service Excellence, Leadership Effectiveness, and Employee Accountability
  • 4 Signature Workshops focusing on Service Excellence, Service Recovery, Accountability, and Leadership
  • Industries – Healthcare, Legal and Financial Services, Luxury Retail, Hospitality, Academic, Private Clubs, Technology, and more…


“Theo, I just want to drop you a note and tell you that you are a rock star! I’m sure you already know that. The presentation was fantastic and it made me sorry I didn’t just book you for the day. I’m doing a session with my staff this weekend, and I’m using the material we went over in your workshop. It’s great stuff. You’re amazing!”

Carol King
Education Chair
New England Club Managers Assoc.

You’re in Great Company

About Performance Solutions by Design, Inc.

Launched in 2003, and headquartered in Atlanta, Georgia, we are among the leading providers of service excellence, accountability, and leadership and professional development programs and training resources. Visit our website to learn more about us.

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