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Vital Germaine provide content rich blogs with tips and tools to help you and your organization move forward.



Vital Germaine


1. CURIOUSity: 

Have your employees ask your clients meaningful questions. These questions should be somewhat personal but not invasive. They should be open-ended questions that initiate a dialogue. Questions are the base of your needs analysis process, however, meaningful questions reveal more about your customer on a personal level. Meaningful questions give the appearance that you care.  Meaningful questions also provide up-sell and cross-sell opportunities

Your customers give you constant visual cues as to what is important to them. Build a rapport with them based on those cues. Be curious as to: Who they are... What they might enjoy... What they do. Curiosity will make them feel like you care... don't be creepy!


2. KINDness & FRIENDLiness:

Even people that don't care, know how to be kind, polite and friendly. These are traits of people who do care. They are behaviors that can be taught or “faked”. Remind your non-caring employees regularly to be kind, polite and friendly. Teach them caring vocabulary; "hello, I can help you, you're welcome, sorry (when needed), thank you, goodbye, visit again..." It will eventually become a habit.


3. SMILing:

A smile is so easy to share... even if you don't care. A smile is the most recognized non-verbal expression of goodness. A smile says that you are inviting a connection. It suggests you will be helpful and caring. I've seen the most indifferent people smile and look like they actually care. Danish conductor and condemn, Victor Borge said, "A smile is the shortest distance between two people." Smiles are contagious if not infectious. Share many, often.



Ask your, “I couldn't care less,” employees to try and imagine what it would be like in the customer's shoes. Ask your employees if they like to feel important, appreciated and valued. The answer will be yes.. if it's no,  they might be an asshole or a heartless sociopath. Send them on their merry, "don't give a shit!". You're fired.

"If you have any level of empathy and you genuinely care, you'll be great at customer service."

Anthony Gucciarda, a natural health and human empowerment writer, speaker, and entrepreneur says, "Empathy is the highest form of intelligence." In an age when Emotional Intelligence (EQ) is becoming more relevant than ever (a trend), it is a gift that needs to be promoted and elevated by leadership as a requirement.


5. INSPIRation:

Your organization needs leaders who inspire the desire to care and who desire to deliver memorable customer experiences. If your lesser employees don't care about their customers, they might care about their personal performance. We all have a motivational trigger. Leverage those personal triggers. Speak their language. Fuel their ego to obtain the needed results. Ultimately you can't force CHANGE, you can only inspire it! It starts with you. Solicit support from you Imperial Guard team members as the example. Turn them into coaches.

Thank you,

Vital Germaine, President ENGAGE.


If you CARE to comment or share your best practices on how to turn non-caring employees into Customer Experience ambassadors, please do. You will provide great service to many executives, managers and leaders. Please share or forward this article to anybody you think would benefit.

Vital is also Las Vegas' most dynamic keynotes speaker and corporate trainer. Contact us today to learn more about his team development and leadership experiences. They are designed to inspire extraordinary performance. KEYNOTES | TRAININGS | WORKSHOPS

How to take risks that lead to successful innovation strategies.

Vital Germaine


Innovation cannot exist without risk and failure… and without innovation, relevance and significance fade and die. It's a scary tightrope to navigate when life and business continually change. Spencer Johnson said it best in the book, Who Moved My Cheese, "If you don't change you can become extinct."

There is a "safe" strategy to optimize the outcome of your risks and minimize your losses.

1. INTUITION: The great trailblazers and innovators connect with, and trust their intuition in conjunction with the element of planning and analyses (market research in business). The greats just seem to have a knack of knowing when and how to risk and expand their horizons. Intuition is not a blind act built purely on belief, it is your truest sense of knowledge. Your gut simply knows. Police detective refer to this as a hunch. Connect to your intuition and leverage its power.

2. EVALUATION: Compare and weigh out your best/worst case scenarios. Clearly define and understand the situation and the consequences. Ask such questions as:

  • How influential will the value of that change be and how will the result impact your business or industry. What can you live with in terms of loss? Take the Blackjack player who takes all aspects into consideration before deciding to stick with what he's been dealt or risk his hand by requesting an additional card. What are the odds that the next card is what is desired? 

  • How much money is at stake and can the player afford to lose that amount.

  • What do the percentages suggest? Of the odds are in your favor, take the risk… consult step 1 to increase the odds.

3. ALIENATION: In terms of pure business, have a pulse on what the market is ready to embrace. If the innovation you are proposing or delivering is too drastic or dramatic, the market might resist regardless of how incredible the innovation is. Take into account how much conviction and resources you have up your sleeve to counter act consumer alienation and subdue market resistance? Timing, packaging and educating the masses play key roles in success or failure.

4. ADAPTATION: Innovation is a progressive journey that demands strategic change and adaptation. The willingness to fail along that journey is a must... there is always a period of incubation and a learning curve to navigate. Risk and innovation require patient nurturing while the product is sculpted.

5. OPTIMIZATION: When you take risks, the objective is to optimize the outcome, minimizing loss or "failure". Innovation offers no guarantees. The risk factor is ultimately based on what you can live with or die for? That is the boundary that confines or liberates you in regards to how far you are willing to elevate the ceiling and stretch minds.

To experience a deeper dive into the topic of innovation, read the new book IMAGINATION WILL TAKE YOU EVERYWHERE and learn to leverage your inner genius, reach higher and impact your cultural and personal mindset.

Vital Germaine

About the author: former Cirque du Soleil performer and team captain, turned keynote speaker, trainer and topselling author.

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Do you care to elevate Customer Experiences?

Vital Germaine

During a recent corporate training, an executive raised the question, “Can you teach somebody to care?” The general consensus was surprising.


How much we care on any given day at work is relative or dependent on our emotional state at that time. In other words, our levels of care fluctuate. What is not relative is the correlation between caring and Customer Experience Index scores. CSI scores will influence your company's reputation and determine customer loyalty. When customers feel disrespected or insignificant, they simply don't return... furthermore, their reviews will effect your profits and brand strength.

The majority of executives in attendance agreed that the art of caring could not be taught. People either care or they don’t. How disappointing.

So how do you fix the problem of non-caring employees other than firing them, because on-boarding new hires costs time and money. There is a more effective solution. It consists of not only hiring the right people, but also providing great training. Teach them these 5 simple behavioral tools and they will act as if they truly care.

Leadership must first establish a culture of caring and happiness as the barometer. Then, provide those non-caring employees with actionable behavioral tools to reinforce the culture. Tools that when implemented, give the appearance of a person that does care. Read about the five tools that will make your employees deliver extraordinary experiences.

Vital Germaine

President ENGAGE

How and why hugging makes you better at your job.

Vital Germaine



During a recent book signing, following a keynote presentation for approximately 800 attendees, I was surprised at the amount who wanted and initiated a hug. Each hug caused a positive ripple effect, inspiring connection. Corporate America is missing out on the power of hugs.

HORMONAL BENEFITS OF A HUG: When we hug someone, oxytocin is released into our bodies by our pituitary gland. That hormone release lowers both our heart rates and our cortisol levels (hormone responsible for stress, high blood pressure, and heart disease). Just make sure the hug is not "creepy" or too long. It's relative and open to interpretation. Ultimately, if your intentions of sharing a hug are genuine, authentic and healthy, it is a win win.


Hugging makes us more approachable, relatable and trust worthy. Research shows that when we trust somebody, more oxytocin is released, adding to the existing amount. The hug makes the other person not only feel good about us, but feel good about themselves.

BENEFITS OF OXYTOCIN AT WORK: Teams that caused or encouraged oxytocin release in each other were more productive and innovative, and enjoyed the tasks they were doing more, than those whose brains did not connect to their teammates. (Research by Paul J. Zak: 


The feel good factor is contagious and will impact your culture, your customers and of course your bottom line. 

Please share a hug and this blog. 


Vital Germaine

President ENGAGE.

For more information about ENGAGE and our team development and leadership programs log onto:

Contact us today and elevate your company strength by elevating and empowering the people who define and deliver your brand promise.

Top 10 tips to resolve work conflicts.

Vital Germaine

Conflicts in the workplace are inevitable. They can become costly to your organization's efficiency and productivity. At the heart of most conflicts  is miscommunication and lack of understanding. 

The key is to resolve them quickly and effectively. Here's how.


1.  MAINTAIN a positive outlook.

2.  PRACTICE Empathetic listening.

3.  ASK the other person to suggest a solution.

4.  SEEK to understand. 

5.  CONSIDER your role in the conflict and adapt accordingly.

6.  ACKNOWLEDGE the opinions and perspective of others.

7.  STATE your case tactfully.

8.  “ATTACK" the problem, not the person.

9.  AVOID the blame game. 

10.                ORGANIZE a necessary and concise staff meeting to openly discuss, with the focus on resolve.

Successful companies invest in their employees  through actionable trainings that are designed to optimize employee engagement, leadership and establish a collaborative culture.

conflict resolution_Vital Germaine.jpg

My company, ENGAGE, specializes in transformational leadership. Our process is fun, relevant, actionable and memorable. We'd love to engage your team and initiate a cultural paradigm shift. Results include, revitalized employees, elevated Customer Experiences, happier and optimized cultures that strengthen your brand by driving customer loyalty.

Vital is Las Vegas' most engaging keynote speaker, and a highly impactful senior trainer.  He delivers relevant, actionable and engaging content in a FUN and memorable way. 

BOOK VITAL TODAY and begin the transformation.


Vital Germaine.

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