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Disney Customer Service book

You control nothing

LinkedIn message recently.

As an Executive Coach, my job is to teach Executives to fish.

A CEO literally controls nothing, but influences everything.

It’s the same for the parent of a teenager, you control nothing but you can influence everything.

Your example.

Your vision of the future.

The simplicity with which you live your life.

No one listens to what you say, they just watch what you do.

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Disney Customer Service book

Organizational Spirit

West Chester University Sig Ep House
West Chester University Sig Ep House. Lived on second floor for a year.

From a lifetime at Disney, particularly the last 15 years at Disney Institute, i saw first hand from countless (about 2,000) looks inside industries and organizations, that an overwhelming majority are like a ship without a rudder.

No rudder.

No foundational, guiding organizational values.

Rarer still, i astonishingly discovered, are organizations where the values are actually defined, not simply implied.

ORCHIDB

  • Openness
  • Respect
  • Courage
  • Honesty
  • Integrity
  • Diversity
  • Balance

Not until the early 1990’s did we actually have written down leadership values.

A list is a great start, but ineffective without agreed upon definitions.

We did that.

We defined all seven core Disney leadership values.

It changed everything.

For the first time, we all had clear organizational expectations around behaviors.

Behaviors, not human resources concepts or theories.

Perhaps sometime after the Disney Leadership Book is published i will be able to refer you to the page(s) where our ORCHIDB values are explained in detail.

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Disney Customer Service book

Disney Customer Service speaker video

One of the coolest leaders i ever had was Guy Smith. He was/is a brilliant facilitator. His example taught me the most. When Guy and Dennis (below) co-facilitated, it was Magic to watch.

Dennis is a valued and trusted former Disney colleague and an incredibly polished speaker. A master, really.

If it was between Dennis and you to be picked as the opening (or closing) conference Disney Customer Service Keynote Speaker, what would you have to do to get picked over Dennis?

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Disney Customer Service book

Private meet and greet with Mickey Mouse

A private Mickey Mouse meet and greet is an incredible experience. Magical. Even for a room full of Disney Cast Members.

Private meet and greet with Mickey Mouse.

How?

Why?

Not sure.

Luck?

Probably.

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Disney Customer Service book

The Father of modern day creativity?

Walt Disney photo hanging on Disney Cruise Ship coffee shop wall.

The Father of modern day creativity?

Walt Disney.

Wondering where Walt’s spirit was on this day (week, month, year).

Was he bathed in peace and contentment?

Was he present in every moment?

Was he an example for his family, friends, and colleagues?

Tomorrow is Cheryl’s Disney retirement party. Looking forward to seeing her cumulative organizational value, her world-class contributions, and humble legacy bring her overwhelming peace and contentment.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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