Leadership accountability challenges are common. Why? Lack of clarity. If i asked you and your boss to each grab a post-it note and privately write down your top three work priorities, would your list match your boss’s? What if the two post-it note lists matched? What’s to gain? What if they don’t match? What’s to […]
Category Archives: Disney Customer Service book
Paying attention to details is a religion at Disney
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 […]
What can you expect from yourself?
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: Focus on the power of a great customer service reputation Discover Disney’s customer service framework Gain insight […]
Does one bad apple spoil everything?
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 […]
Disney’s VIP elevator and a life lesson
Disney’s VIP elevator and a life lesson. For three mornings, i had the Presidential Suite (VIP) elevator door locked open as i awaited the Reeve party to exit their suite and walk across the foyer where i was stationed. Will, then four, was the first to burst through the Roosevelt Suite’s double doors. Christopher was […]