Karl -

is a management consultant, futurist, speaker, and a prolific author. In his 20-year career he has worked with many kinds of business organizations in a wide range of industries world-wide. He has consulted with senior executives and lectured to audiences on all inhabited continents. He is the author of more than 25 books on various aspects of business performance.

As Chairman of Karl Albrecht International, he oversees the practical application of his ideas through a consulting group, a seminar firm, and a publishing company. 

Karl has been credited with launching the "service revolution" in the United States, which has now spread worldwide His book Service America!: Doing Business in the New Economy, has sold a half-million copies and is published in seven languages. He wrote two follow-on books dealing with various issues in implementing the service management model.

Karl is the most widely quoted authority, internationally, on the management of service businesses. His later book, The Only Thing That Matters: Bringing the Power of the Customer Into the Center of Your Business, is a widely used practical handbook for applying the principles of customer value management at the operational level.

Don Mizaur
(Senior Consultant)

Don -

is a management consultant, speaker, educator, occasional author - and a Kellogg graduate of Northwestern University. His 30+yrs career has covered the organizational gamut. Throughout his impressive career, Don frequently traveled the world as a keynote speaker and seminar leader.

He was the vice president at Motorola, and reported directly to the CEO, Bob Galvin. Don was then recruited to his senior vice president position at the American Productivity and Quality Center (APQC). APQC had just begun its highly visible existence in Houston under the leadership of renowned author, business school dean and Nixon appointee, Jack Grayson. The APQC’s mission was to assist the country with its, then, survivability-struggle against foreign competition. He also served as the Director of FQI (Federal Quality Institute), a branch of the US Federal Government. During Don’s tenure at FQI, the organization emerged as a major force in bringing the best practices from business into federal government operations. Don became a highly visible spokesperson for FQI within and outside of the government’s sphere. During the change of administrations, FQI was merged into President Clinton’s Reinventing Government initiatives under Vice President Gore. Don was put in charge of the Office of Personnel Management’s $150 million employee training organization. As Assistant Director of Employee Training and Development, Don was responsible for sweeping reforms in the government’s approach to employee development. Don was also the thought leader, senior consultant and mentor to the steady stream of new hires at Unisys’ Office of Government Services.

Don's area of expertise include: education, training and consulting for government and private sector organizations, public safety, (e.g. police, security, intelligence, counter-terrorism, and social issues such as drugs, child and spouse abuse and crime prevention), fund raising, Board of Directors and supporter relations, and extensive consulting services. He interacted with thousands of CEO’s and upper management, throughout business labor and government. Among the agencies he has worked with are the: FBI, Nuclear Regulatory Commission, White House, Navy, Air Force, Dept. of Defense, Centers for Medicare Services, and virtually every agency of government.

Mike -

has worked as a facilitator, coach, and mentor to senior executives - providing executive education programs in leading change - and, he served on several boards of charitable and morale service organizations. Mike earned his BS Engineering degree from the US Naval Academy at Annapolis, MBA from American University and an MA from the Naval War College. Although he has recently retired as a two-star Navy Admiral, Mike served for 20 years as a Naval Aviator - fighter pilot - Top Gun graduate instructor, and Squadron Commander. Mike has had a varied and distinguished career in senior leadership positions.

His key “flag officer” leadership assignments included: Commander, Navy Region Europe-London; Commander, Readiness Region Midwest–Great Lakes, IL; Deputy Commander, Joint Task Force Southwest Asia–Riyadh; Battle Staff Director, US European Command–Stuttgart for the Kosovo campaign. Each of these operational assignments included direct bottom-line responsibility for billions of dollars in resources, the lives and careers of more than 20,000 people, and some 50-plus logistic and support facilities. He has led task forces for the Navy Department focusing on: innovative manpower solutions, active-reserve integration, and teaching leaders to distinguish their core competencies from the never-ending lists of “required” tasks.

Mike has delivered major speeches to groups as varied as the National War College of South Africa, the national Navy League Convention, the Air Line Pilot’s Association, the statewide Boy Scouts of America Leadership Council, graduation ceremonies for the Recruit Training Command (Navy boot camp), the National Science Foundation, as well as numerous “town hall” meetings of 200-500 people throughout the US and Europe. His second career, as a senior Captain with two major airlines, involved worldwide decision-making challenges, cross-cultural teambuilding, and extensive negotiating experience.

An inspirational leader, mentor, and coach, Mike’s focus is mission accomplishment – building the team, planning and executing, and creating the conditions to encourage teammates’ success. Mike has a unique perspective on the improvement of business processes to deliver value demanded by customers and stakeholders. This extensive and intensive leadership experience has given Mike an excellent understanding of executive issues and challenges, high-level policy, and the process of transforming strategy into action.

is internationally known for his work in high-risk employee behavioral issues, workplace security concerns, and the prevention of occupational violence. He is the author and co-author of 14 books, including: Added Value Negotiating; Service! Service! Service!; Ticking Bombs (one of the first business books on workplace violence); The Timeless Leader, and Teaching Tough HR Topics (in press).

He holds a doctorate in Business Administration, an M.A. in Security Management, and a B.A. in English. He has been a trainer since 1987 and is certified as a “Professional in Human Resources” (PHR) by the Society for Human Resource Management and as a “Certified Protection Professional” (CPP) by the American Society for Industrial Security, and is a Diplomate, Board Certified Expert in Traumatic Stress (BCETS) by the American Academy of Experts in Traumatic Stress.

In 1999, Steve retired from the San Diego Police Department, where he worked as a full-time officer and reserve sergeant since 1984. He worked part-time as an investigator in the Domestic Violence Unit and handled over 1,500 cases. He has also received over 48 hours training in Critical Incident Stress Debriefing (CISD). Steve is an adjunct professor for the Chapman University Criminal Justice programs and the National Secretary for the Association of Threat Assessment Professionals. He's also a Course Leader for the American Management Association, teaching the “Power Thinking” and “Negotiating to Win” courses, along with programs on supervision, management, and leadership.

He has significant teaching and consulting experience in the following areas:

Negotiating,
Employee Coaching,
Conflict Resolution Progressive Discipline and Termination,
Supervisory Skills
Training Workplace Violence Prevention,
Business Writing,
Stress Management,
Anger Management Service Management, and
Sexual Harassment HR Behavioral Problems.

In addition to his frequent work as a keynote speaker and conference presenter, he has appeared in the media over 100 times discussing workplace security and safety issues. His clients include: aerospace, banking, government, military, educational institutions, law enforcement agencies, insurance firms, retail, manufacturing, and biotech.