4. Fewer than 1 in 3 employees (29%) are fully engaged Source: 2008 BlessingWhite, Inc

5. We’re a Call Center Company

6. The Beryl Difference

7. Growth

8. Profit Beryl vs. Publicly Traded CRM Companies 3 Year Average Operating Margin (2005~2007)

10. “Best Company to Work For” Dallas/Fort Worth 2003 | 2004 | 2005 | 2006 America 2007 Texas 2005 | 2006

11. Beryl’s History

12. Position

13. The phases of business

15. How we’re doing it

19. How do you get great people?

21. Our approach to our people Job Career Calling

22. The 7 C’s of Culture

23. 1. Camaraderie

31. 2. Celebrations

34. 3. Community

36. 4. Communication

39. Everyone, I hope you are spending lots of time with your families as summer comes to a close. We just dropped off Jordan at her first day of kindergarten, and I'm sure some of you did the same! In my picture this month, you'll see one of Dylan and Jordan hanging out and playing well together as usual. About a week ago, we got back from a two week trip to California. During the first week, I attended a number of business meetings, but we took the second week as vacation and had a great time. It is interesting that no matter where I go, I can't help evaluating the customer service experience we have. It must be in our blood! Anyway, during the first week, we stayed at a hotel in Los Angeles that we've stayed at every year for the last 4 years. Since the last time we were there, the hotel was sold to Intercontinental Hotels, a high-end chain with a good reputation. We were excited to go back there and experience the difference. Unfortunately, the only thing that went up were the prices. As a Hyatt, we would always get a note welcoming us back. No notes this time. As a Hyatt, they'd always ask what type of newspaper we wanted in the morning. No one asked this time. As a Hyatt, the housekeeping staff would always convert the couch into a pull-out bed for Jordan. Not this time. As a Hyatt, we got two complimentary bottles of water at turn down each night. Nothing here. I even talked to some of the employees and they told me that things weren't like they used to be. Thanks for all that you do.

41. 5. Caring

42. From: Morrow Lara (Human Resources) Sent: Thursday, September 06, 2007 4:31 PM To: Shipp Lance; Spiegelman Paul Cc: Carter Tracey (Human Resources); Pryor Andrew Subject: Beryl Cares Allan Follett Provider Services Call Advisor (New BBB member) Allan had surgery on his Achilles tendon. It is a sports injury. He will be out a few weeks. Flowers sent. Lara Morrow Queen of Fun and Laughter

45. 6. Commitment to Learning

49. 7. Consistency

50. Internal Branding

53. Entitlement mentality Outside talent Building structure Rumors

54. Dealing with Challenges Get rid of those that don’t believe Make the tough decisions Stay the course

55. How to keep it going…

56. You have a choice:

59. How can you take this back to your company?

62. Ten ways to make your employees smile

64. www.whyiseveryonesmiling.com [email_address]

66. “ Keep it in the Big Ring” - Barry Spiegelman