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  Guests tell Disney that the least favorite part of their theme park experience is the” wait in line.” Over the years, Disney has tried to mitigate that part of the ride process. They started with creating the queue in a snake-like design to let guests talk to other guests they passed to make the […]
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Last week I was working on a large university campus training internal managers to become trainers of a customized 3 hour staff workshop on Service Excellence. This was the culmination of several months of prior work that involved developing a Service Philosophy and Service Standards, creating a Service Excellence Team, and conducting Manager Workshops. The […]
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1. Share their vision of Service Excellence for their dept/division and their belief in the organization culture at all opportunities. 2. Show enthusiasm and energize others with their commitment to Service Excellence. 3. Exhibit a sense of urgency in achieving goals and objectives. 4. Encourage teamwork within their department and throughout entire organization to accomplish […]
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I have just spent the last half hour trying to complete an online form for my healthcare insurance company to change all my passwords as they sent notice that they have had a breach in their systems. Feeling they were being proactive in sending out this email and appreciating their honesty and transparency in notifying […]
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From an organizational standpoint, the first best lesson I learned while working at Walt Disney World was to HIRE NICE PEOPLE. Disney believed that people could more easily learn the technical aspects of a job than to learn to be friendly and nice. The interview and selection process at Disney is designed to identify those […]
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  Changing a culture doesn’t happen overnight. It takes time to get everyone on board and moving in the same direction. Here are six critical areas that must be addressed in order to ensure a more successful implementation of a new culture into the DNA of your organization: COMMUNICATION: The first step is letting everyone […]
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  What is the secret to staying in business? Knowing that loyal customers are golden!  J&L Hardware owner Larry Finley will tell you 3 things that have allowed him to continue serving customers for over 50 years. While other hardware companies have been swallowed up by the big box discount stores, his store has remained successful […]
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  We are only a couple weeks into the new year, which means many people are still working hard to maintain their New Year’s Eve resolutions. These resolutions were all made as a promise, a pledge, or an oath to do something in a different way than last year, an improvement in some manner. A […]
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