Kingston Fire & Rescue (KFR) embarked on a an ambitious multi-faceted project to develop a Community Risk Assessment, a Strategic Plan, as well as seeking accreditation from the Centre for Public Service Excellence to become one of 10 nationally accredited Fire & Rescue departments. Any one of these initiatives on its own was significant. We enlisted Centred Performance as our partner to develop KFR’s strategic plan as the cornerstone of this project, and they addressed every objective and optimal outcome we requested and imagined. By being an accredited department, we formalize KFR's process for measuring, evaluating and improving our services.

Shawn Armstrong Fire Chief, Kingston Fire & Rescue & Director, Emergency Services, City of Kingston

We engaged Larry and his team to conduct Customer Service and Sales training for our Front Line leadership and Training Manager. The program was effective, executed on time and on budget, and gave us the foundation to augment our home grown training program. Larry and his team did a great job in understanding our issues and opportunities and developed a training program that was aligned with our expectations.

David Bradshaw Vice President Service and Sales, ING Direct Canada

We partnered with Larry to help Southlake Regional Health Centre deliver an organization-wide program to ensure our staff, volunteers and physicians learn “how to” consistently demonstrate our vision of “Shockingly Excellent Innovative Care”. He helped us bring our vision and values to life through training and coaching programs focused on Southlake’s Service Excellence Standards, and complemented by Larry’s Service Excellence for Healthcare tools and skills.

Brenda Blum Southlake Regional Health Centre

The Living the Brand culture transformation would not have been possible without Larry’s unique skill in providing a program that was practical, customized and relevant. The programs for the development of the appropriate skills and tools necessary to serve our internal and external customers were delivered by Larry in a focused and enthusiastic way that allowed our employees the opportunity to comfortably engage in thoughtful discussion and thus enhancing the learning process. I am happy to recommend Larry Graham and his unique Train, Gain, Sustain approach to culture change.

Barry Streib Director Corporate Relations and Corporate Sponsor for Living the Brand, TBAY Tel

Centred Performance has become a strategic learning and development partner of City of Kingston. Their collaborative and differentiated approach to designing and delivering evidence-based programs for staff and leaders, as well as facilitating key discussions with our senior leaders has resulted in outcomes that continue to address key corporate competencies. Their team connects with our culture and our people, and delivers engaging workshops tailored to the needs of learners and their departments so they can immediately apply the new skills and knowledge in their roles.

Dave Mignault, MPA, MA Manager, Organization Development, Human Resources & Organization Development, City of Kingston

The Service Excellence program developed and delivered to our Service Desk Agents and leadership team was relevant and fully customized to address our needs and client focus. Larry really went above and beyond expectations to make sure he fully understood our environment prior to tailoring the education sessions specifically to our needs. Thank you!

Alex Aubie Director/Directeur, IT Client Support Services/Services de soutien des TI aux clients