Difficult Customers – and How I’ve Handled Them

  • 09 May 2014
  • 11:30 AM - 1:30 PM
  • Wolferts Roost Country Club, Albany NY


Registration is closed

 "Difficult Customers – and How I’ve Handled Them"  

Panel Discussion moderated by Lisa Giruzzi, Transformational Conversations (Speakers and bios listed below).

Every business deals with difficult customers. Among the thorns in our sides are angry or upset customers as well as clients who are emotional, talkative, indecisive, uncommunicative…the list goes on and on.

Lisa Giruzzi moderates a group of speakers, each an experienced business owner, who will reveal how they have dealt successfully with a wide variety of challenging clients. You’ll leave this engaging and fun program with new ideas and tips for the next time you encounter the bane of all businesses – the difficult customer.

Our speakers include:
• Nellie Ackerman of Blu Tea Company
• Joan Heffler of Joan Heffler Photography
• Kevin Peters of Idea & Beyond Consulting
• Margie Sheehan of Creative Impressions
• Craig Shufelt of The Shufelt Group.

Our Speakers

Nellie Ackerman

Nellie Ackerman is the owner of the Blu Tea Company, a fine, loose-leaf tea boutique founded 7 years ago in the Capital District. In addition, she has owned Jayke Sam Agency, a 15 year old marketing company that provides strategies to help promote medium to large public events to national companies and assists select small businesses. Nellie also has 18 years of event and wedding planning experience. She is currently the director of the Arts Center on the Hudson, which is a premier Capital Region wedding venue that hosts wedding ceremonies and receptions for up to 200 guests.

Joan Heffler

When Joan was in the first grade, her teacher asked the students to draw themselves 20 years into the future. While the others drew themselves as nurses and teachers, Joan drew herself as an artist! Fifteen years ago she left her career as a fundraiser to explore her passion in photography and has made it a successful business. She specializes in people photography and enjoys creating Pictures with Personality for weddings, corporate, events and portraits. Check out her website at www.joanhefflerphotography.com

Kevin Peters

Kevin Peters has been in the mainframe software industry over 30 years. The vast majority of his career has been in various service delivery positions (e.g., Management, Service & Strategy Planning and Level2/Level3) where he supported 24/7 mission critical FORTUNE 1000 and global customers. In the last ten years, he has leveraged his knowledge of product development and corporate portfolios by evaluating and developing high value intellectual property. 

Margie Sheehan

Margie Sheehan is the owner of Creative Impressions, a marketing and public relations firm helping small businesses and non-profits brand and promote their businesses. She has over two decades of experience working with businesses and non-profit organizations as a marketing strategist, communications leader, development professional, graphic designer, educator and event planning expert.  Margie is a creative thinker who stays on the cutting edge of marketing and brand strategy in order to help her customers invent, re-invent and best position their brands and businesses in the community and online.

Craig Shufelt

With a graphic design background, Craig Shufelt of Shufelt Group specializes in branding businesses. Shufelt Group can market your business, covering both web and print. When the firm settled on Shufelt Group as its official name, the intention was to communicate the range of talent and services customers receive. According to Craig: “When asked what the ‘group’ is all about, we have one response: it’s about you, our clients.”


Members pay $20; Late Member Registrants pay $25

Non-Members pay $25
Late Non-Member Registrants pay $30

Online payment is required.

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