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
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
The business dictionary defines efficiency as: “The comparison of what is actually produced or performed with what can be achieved with the same consumption of resources (money, time, labor, etc.).” In today’s fast-paced volatile economy, what organization would not be concerned about efficiency? However, too many companies use efficiency as the driving force to do … Read more
February 6th is a memorable date in my life for three reasons: It is the birthday of our 40th president, Ronald Reagan; it is the wedding anniversary of my best friend of over forty years; and in 1992 on that date, my life was forever changed when an Air Force C130 crashed into the Drury … Read more
Happy New Year! Start the New Year out right by never assuming your product or service is a commodity. How many times have you thought, “We don’t have the time, money, or talent to innovate.” Or, “Our product is really a commodity, so we have to just make sure we can produce it at the … Read more
As a consultant, I have worked with numerous local governments who are seeking to achieve a “Disney Way” customer-centric culture. Walt Disney once said, “The city of tomorrow ought to be a city that caters to the people as a service function.” PricewaterhouseCoopers (PwC), an internationally acclaimed professional services firm, suggests five drivers for the … Read more
The benefits of fully “engaged” customers are well documented. We wrote about them in The Disney Way 3e. For years, the Gallup organization has been tracking the effects of customer engagement on a daily basis. They report that a fully engaged customer represents a 23% premium in terms of market share, revenue and relationship growth. … Read more
Like all organizations, The Walt Disney Company makes mistakes. Had the management listened more attentively to Cast Members’ reports of Guests feeding the ducks and alligators in the Seven Seas Lagoon, perhaps the tragic death of 2-year old Lane Graves could have been prevented. Yet, for over 40 years, there has never been an incident … Read more