The Disney Way – Quotable Lines
“People are over 20 times more likely to remember a story than a series of facts and figures. A good story touches our hearts.”
Bill Capodagli
The Failure of a Profit-Centered Focus
You may be aware of the recent events that have led to the damaged reputation of United Airlines. The story was told: United had to randomly select four passengers to alter their travel plans to make room for four United employees. A video of police officers dragging a passenger from the plane went viral. United … Read more
Local Government Must Become Customer-Centric!
Why should any local government entity be concerned with customer service? Responding to this question, a county official noted that his county has earned its reputation largely due to the people who live, visit, and do business with it. As such, it owes great service to visitors, residents, and employees. Besides, it’s just good business. … Read more
Consistency in Service, Product and Setting: Little Things Matter!
I recently stayed for a few days at a fabulous five-star oceanfront hotel. On the first morning, I ordered a side bowl of fruit for breakfast. Much to my delight, the waitress delivered a beautiful bowl of mixed fruit in a generously sized soup bowl. The next morning, I decided to order the fruit again, … Read more
The Disney Way in Battle Creek, Michigan
In the Words of Rebecca Fleury, City Manager, Battle Creek, Michigan “The City of Battle Creek began The Disney Way Customer-Centric program in August 2016 and finished in January 2017 with 500 of our 519 employees completing the three-day sessions. Feedback from the groups has been overwhelmingly positive and I can honestly say it has changed … Read more
The Disney Way in Royal Oak, Michigan
In the words of Kayla Barber-Perrotta, The Disney Way Customer-Service Champion/Management Analyst: “Prior to sending our employees through “Disney Way” training, morale was low amongst Royal Oak employees. Many had experienced the cut-backs and increasing workload brought about by the recession, and were frustrated by a lack of time, resources, and general hope. Since the “Disney … Read more
Throw Out Numerical Quotas!
A few weeks ago, you may have read my Weekly Chat on the topic of efficiency. It is a “hot button” for me because I continue to meet leaders who truly believe that work standards increase efficiency. In reality, work standards and numerical quotas may be the biggest culprits that impede overall quality and effectiveness. … Read more
Take Accountability for Your Career – The Talent Revolution Begins with You!
Three weeks ago I wrote about the talent revolution (February 2, 2017). The essence of the piece is that too many organizations fail to develop talent; instead they treat employees as a commodity of “warm bodies”. However, employers do not deserve all the blame…often employees fail to take accountability for their own careers! I … Read more