Go the extra mile.
Right now,
Why then, do we hold tightly to the belief system that exalts this as the only choice for world-class customer
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Leadership accountability challenges are common.
Why?
Lack of clarity.
If
What if the two post-it note lists matched?
What’s to gain?
What if they don’t match?
What’s to lose?
Finally, do you have company-wide standard buckets of focus? For example, at Disney, we have Employee, Customer, and Business buckets. Everyone is crystal clear on this.
Additionally, we have a second level of company-wide leadership standard buckets: Technical, managerial, and behavioral accountabilities. How well do you perform your responsibilities? How well do you
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Paying attention to details is a religion at Disney.
In the photo above, i spotted a concrete chip and immediately stopped Rob (we were leaving Magic Kingdom) and went on a riff about concrete.
i asked him what color concrete is when it leaves the concrete factory. His correct answer was “sidewalk grey”.
Yet you won’t find that in the Magic Kingdom.
And none of the colored concrete is painted. Why? Because when it chips, you’d notice the color difference right away.
No one thinks about concrete when they visit a Disney Themed area.
We (religiously) aim to keep it that way.
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Disney’s world-class Customer Service reputation is driven by our fanatical attention to every detail – from over-focusing on the same things others under-focus on or ignore.
Session attendees should expect to learn about these aspects of professional development:
This day of Disney training uses common-sense business insights and time-tested examples from Jeff’s 30+ year Disney career to inspire leaders and organizations to rethink, reprioritize, and recommit to their own customer experience using Disney principles as their guide.
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Does one bad apple spoil everything?
Many people don’t like religion because there are people who are extremists or perhaps worse, there are people who are so luke-warm, you can’t see any integrity in their professed commitment.
Somewhere in the middle is where we have the best chance to decide for ourselves and for the right reasons.
Start here…
What is the highest human value?
i say it’s love.
What’s our model for understanding love and for demonstrating love in our daily lives?
This should help us form our own decent decisions.
And if we choose not to decide, we still have made a choice.
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