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About Us

At ShopTalk20/20, we’ve spent nearly 40 years helping sales teams go beyond just making the sale. We build sales cultures that align with your brand voice and turn sellers into trusted advisors. Founded and led by experienced hospitality executives, our facilitators and sales coaches bring firsthand knowledge from the property, regional, and brand level in sales, marketing, and operations.

Our comprehensive approach gives your team the edge they need to build trust faster, personalize each interaction, and drive results.

Through live training sessions, sales cohorts, real-time coaching and sales evaluations, we deliver Authentic Insight – practical, emotionally intelligent feedback that resonates with your team and your customers.

We go beyond scripts and surface metrics to uncover what’s working and what’s being missed and what might be quietly costing sales.

Let’s build a team that sells with purpose.

Our Mission

"We are devoted to partnering with our clients to assure sales excellence and dedicated to the professional development and balanced life of our staff."

Our Brand Pillars

Our growth, both within our team and with our clients, is nurtured by our brand pillars. They guide and define how we work and the approach we take when building partnerships.

Meet Our Leadership team

Each member of our team, from our administrative team to our owner, develops relationships with our customers. Our company credo is “We Genuinely Care” and we will show you just how much every step of the way.

Laurie Milnor

Principal - Owner

Kris DeChene

Senior Director of Talent & Business Development

Donna Velsor

Senior Director of Operations & IT Support Services

Nancy Sanders

Finance and Related Systems Manager

Cheryl Franko

Quality Assurance & Advancement Manager

Melissa Valyo

Project and Operations Team Manager

Heide Otten

Talent & Client Development Manager

Stella Rankin

Client Engagement and Business Development Manager

Kathy Peterson

Communication Systems Manager

Michele Hutnick

Business Development Manager

Nancy Bloch

Co-Founder/Consultant

Testimonials

Our clients love us. Our evaluators love us.

Audra Durham, Director of Sales & Marketing, Wyndham Deerfield Beach Resort

"ShopTalk20/20’s tools have significantly benefited my sales leaders throughout my journey from Marriott, Wyndham, to Hyatt. Their expert team's dynamic approach in perfecting sales calls and outperforming competitors is invaluable. I highly recommend ShopTalk20/20's services for sustained success in the hospitality industry."

Akiko Amirah Hayashi, Director of Sales & Marketing, Ace Hotel Kyoto

"We had an intense and very intimate training session with a smaller group of participants. It was very effective and things we brought up for discussion was meaningful, and I very much appreciated the guidance and comments from the trainer."

Aileen Heatherington, Director of Sales & Marketing, Ace Hotel Toronto

"Kris was FANTASTIC. She created strong psychological safety that allowed for open dialogue that was highly productive. The participant workbook was clear, and I am happy that I got to keep it for future reference."

Lynnie B., Former ShopTalk20/20 Evaluator

"Working with Shoptalk 20/20 has restored my belief that a company can simultaneously be highly successful and truly kind. It was a joy to work with you!"

Aubree Goudy, Regional Sales Director, Stellar Senior Living

"We've been able to make huge big, big, big decisions for our communities because of the information that you share. And we have grown occupancy because of that. We've been so much more successful because of you all. So thank you."

Ed Fuller, 40-year career with Marriott International, including serving as Chief Marketing Officer and 22 years as President of the International Division. Currently CEO of Laguna Strategic Advisors

"For over 3 decades, ShopTalk20/20 has set the standard for excellence in service, skill benchmarking, coaching, training, and insight across the hospitality and senior living sectors. Before “The Customer Experience” was an acronym and buzzword, I partnered with their team to “dig in,” glean and then share with leadership, what it felt like to “Walk in the Shoes of the Customer.” Their commitment to equipping sales leaders and executives with powerful industry intelligence and proven customer engagement strategies has made them trusted partners to organizations focused on growth and client relationship development. Their depth of experience and dedication to elevating professional standards continues to shape the future of sales leadership. "

Amanda G. , current evaluator

"Where do I even begin to put my appreciation for Shoptalk20/20 into words? 8 1/2 years ago I decided not to go back to work full-time after having my second child. My 15+ year career in the hospitality industry was on hold to be a mom to my children. Shortly I realized that I needed it and wanted more but still wanted to be able to stay at home and create a balance of work- life for my family and myself. Enter Shoptalk20/20. Since the very beginning they have been flexible, understanding, supportive, offered guidance and so much care not only for myself before my family. I cannot say enough wonderful things about Shoptalk20/20 and the people that work here. Over the past 8 1/2 years there have been many unexpected changes that have happened in my life and at every point Shoptalk20/20 pivoted with me. Shoptalk20/20 allowed me flexibility to be able to take care of what life was dealing with me. Not only did I continually notice how they cared for me through constant letters of encouragement, birthday cards, anniversary reminders, and just a simple email that said THANK YOU, I also could tell that they cared that same philosophy over to their client base. Shoptalk20/20 has truly been a blessing in my life for the past 8 1/2 years and I look forward to many more years to come. "