brings over 25 years of experience in the fields of Organizational and Leadership Development. As the founder of The McNair Group, he is a frequently requested speaker and coach for industries as diverse as healthcare, hospitality and tourism, retail, real estate development and utilities. David began his career with AT&T, moving to their Corporate Headquarters in the early 1980’s to work with customer service offices and retail sites across the United States. After that, he made a dramatic change to hospital administration for a large, acute care health system. In 1998 he founded The McNair Group, a team of seasoned professionals who coach organizations to higher levels of performance. While his focus is on maximizing the employee and the customer experience, he is driven by outcomes and performance measures for success!
Together with Bill Perry and Lisa Ford, David co-authored a highly successful business book, Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customers’ Expectations.
David lives in Charleston, South Carolina with his wife and four boys. When not working, he can be found on the sidelines of most any sporting event – or on the tidewaters of the Lowcountry.
brings nearly 30 years of experience in designing and operationalizing strategy, coaching and developing high-impact executive talent, and helping teams to maximize growth opportunities and customer satisfaction.
Rick most recently served as Executive Vice President and Division President for a top 3 US bank, responsible for a $3 billion P&L, 2.5 million customers, 2,000+ branches/ATMs, and more than 7,000 employees. In addition to directly leading a number of highly successful businesses, Rick has been instrumental in national initiatives, including merger integration, customer segmentation, talent management, and business transformation and redesign efforts. Rick has also assisted client companies with acquisitions, major investments, capital structure decisions, and succession strategies.
Rick earned a B.S. in Business Administration from Appalachian State University, an M.B.A. from Georgia Tech, and is a graduate of the UNC-Chapel Hill Executive Leadership program. He has been active in the community, serving in leadership roles with state and national boards, including the Charleston Economic Leadership Council, South Carolina Bankers Association, Clemson University Board of Visitors, and the Kennedy Center National Symphony Orchestra.
has spent the past 15 years assisting organizations to improve their customer focus; develop their leaders; and plan their futures. His seminars and workshops on Exceptional Customer Service and supervisory development topics ranging from Leading Change to Motivating Staff and Self, and Communicating Effectively have received high praise from thousands of attendees across the country.
A former Captain in the U.S. Navy for 27 years, Bill left active duty in 1992 and took a position with Trident Technical College and as President of the Trident Area Community of Excellence (TACE). During his four years there, he worked with organizations throughout the region seeking to improve the quality of their products and service.
In 1996, Bill founded the Charleston Center for High-Performance Organizations and remains as its President today. He is an Executive in Residence at The Citadel, where he teaches senior cadets and a graduate-level course on Exceptional Customer Service.
Bill and his wife live in Charleston, South Carolina, where their favorite pastime is spoiling their two granddaughters.
brings over 20 years of experience in all aspects of organizational development, including strategic planning, change management, employee engagement, meeting facilitation, leadership development, team development, communication, process improvement, customer service, and Board Retreats.
Paula has worked as an outside consultant/trainer with experience in both the public and private sectors. For her work in the public sector, she received the Common Cause Public Service Achievement Award presented annually in Washington, DC, to seven recipients who have made a significant contribution to the public good. In the private sector, Paula has a broad range of experience in business segments as diverse as healthcare, utilities, service organizations, hospitality and tourism, manufacturing, and distribution.
She has also served as Senior Vice President of Organizational Effectiveness for a large, international organization. In that position, she had responsibility in the North American organization for organizational development, strategic planning, change management, communication, process improvement, quality and service initiatives, training, and human resources.
Paula has a true passion for creating work environments that allow people to give their best and make their maximum contribution. She has seen evidence throughout her career of the connection between “fully engaged” employees, well-designed processes, superior customer service/quality, profitability, and workplace satisfaction.
brings over 15 years of organizational development experience with practical expertise in all aspects of Human Resources and Training functions. Her expertise includes hiring and retention, training and development, compensation and benefits, health and safety, policy development and implementation, and federal contracting Affirmative Action Plans.
Becky served as Director of Human Resources in a midsize defense law firm. She has in-depth expertise in labor law and employee relations issues. She is a member of the Society of Human Resources Management and the Tri-County Human Resources Association. She has taught the Human Resources Certification Course in South Carolina since 1996 and teaches a variety of Human Resources courses today.
Becky lives in Charleston and is the Past President of The Executive Women’s Golf Association and has served two terms as the Legislative Liaison for the Tri-County Human Resources Association.
has spent the past 15 years honing her skills in the travel/tourism and hospitality markets, along with building recruitment programs for higher education institutions. For more than a decade, Jennifer has been fortunate enough to represent “America’s Most Mannerly City”, Charleston, South Carolina — first to students as a recruiter at the College of Charleston, and then to individuals and groups at the Charleston Area Convention & Visitors Bureau.
She is a destination specialist who has worked with nearly every hotel, attraction and tour company in the Charleston area. She developed the highly popular Charleston Area Destination & Education Training (CADET) program for the Convention & Visitors Bureau. Boasting more than 125 graduates, this is a first of its kind program for the hospitality industry. Additionally, she has provided recruitment services for many colleges and universities including Clemson, Wofford, Furman and the University of South Carolina.
Jennifer serves as an adjunct faculty member at Trident Technical College’s Culinary Institute of Charleston where she is able to share her passion for providing outstanding client service with students enrolled in the hospitality program.
Jennifer and her husband, Frank, live in Eutawville, South Carolina where they are raising their two young sons and one yappy lap dog.
has more than 20 years of experience in the creation and delivery of customer service support tools. As the lead for our Help Desk and Technical Support, Jim oversees the creation and implementation of employee and customer surveys. Jim’s vast experience across industries from Hospitality and Tourism to Healthcare, Real Estate Development, Construction, Engineering, and Non-profits have provided him a wealth of experience in tailoring survey tools and reports to meet our clients’ needs.