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Quotes

Covid Report Card distribution

empty glass jar and coffee mug on desk
Bead jar on HQ desk. Empty jar and empty mug…Covid-19 can make many things feel empty.

Note to self: How you do in this pandemic – mentally, physically, spiritually, at work/financially and at home – is your report card. All you can do is accept it and move forward. Everything you do after today is preparation for the next unexpected challenge. Recall the Three Little Pigs fable.

dad

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The time is always now

mountain wildflower meadow
Glacier National Park high-mountain wildflower meadow. Piegan Pass trail.
jeff noel wisdom
KLD on Instagram creates these and they are fun to see.

This may be your last chance to do it right. Balance is not a myth.

dad

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Stepping it up

Sand Hill Crane and babies
Church is every step, even if you’re missing a foot, like this adult Sand Hill Crane.

Not going to Church every Sunday makes me realize how Church can, and should, be everywhere, all the time. Our every step is Church.

dad

You cannot pour from an empty cup, nor from a cup you don’t have.

dad

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Hometown reopening celebrations

July 11 and July 15, 2020.

It’s not the Magic that makes it work, it’s the work that makes it Magic.

Mary Flynn (Disney Institute colleague)

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Customer Coaching

Cultural adjustment cycle image
Graph illustrates a new hire’s journey at Disney (or any organization). Image taken from social media, unknown source. Emotion: positive (top) and negative (bottom) vertical axis. Time: with company L-R on horizontal axis.

Customer coaching to become the category for service in your industry:

  • Create, maintain, and herald your Company’s bullseye target for gold-standard, world-class service.
  • Develop, train, and implement your Company’s service toolkit for consistently delivering world-class service in every interaction.
  • Carve in stone your Company’s purpose – a purpose so compelling that “purpose trumps task”, unleashing untold (free) discretionary effort, providing your Company competitive immunity.
  • To deliver world-class consistently excellent service, create and optimize a Company decision-making matrix based on putting the customer at the center of every interaction.

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