My oldest kid graduated from college. My youngest kid just finished his second year at college. My middle kid is a senior in college. Whew. Each has achieved success in his or her own way. And each has overcome a variety of challenges through their younger years, from academic, to health to family issues. As [...]
Training comes in all shapes, sizes and budgets, and is vital to organizational health. But, training isn’t the answer to every problem. Jim Cora, the retired chairman of Disneyland International, sums up the training rationale he successfully used during his 43-year career at Disney: Constantly improving products and services (referred to at Disney as Plussing [...]
Leadership Courage is a trait sorely lacking in many organizations. Too many leaders and managers are afraid to ask the tough questions and challenge the status quo. Too many people are simply afraid to stir the pot. Van France, the man hired by Walt Disney to start the Disney University, wasn’t afraid to stir the [...]
“Marketing is the time and money you spend to get people in the door. Training is the investment you make to get guests to come back and cast members to stay; it creates loyalty.” Jim Cora, retired chairman, Disneyland International Yet … The word “Training” has a nauseating effect on most employees! Why?? Because most [...]
Do you attract, but can’t retain customers and employees? Consider the following advice from one of the most respected Training and Operations gurus in the world: “Marketing is the time and money you spend to get people to get people in the door. Training is the investment you make to get guests to come back [...]
Are the people who pay for goods and services “Customers,” “Patients,” “Students,” “Residents,” or “Guests?” Are the people working in an organization “Associates,” “Team Members,” “Partners,” “Employees or “Cast Members”? The debate about how to best address customers and employees consumes valuable time, energy and money in many organizations. Yet, merely changing nouns or verbs [...]
“How does Disney do it? “How do they create the nicest and most customer-focused employees in the world?” Disney University: The very name carries clout. The very name conjures up images of excellence. Mention this highly-regarded institution to any business leader and the inevitable questions begin: “how do they do it?” and “how can they [...]
Flattys. This is how circus performers refer to their customers, the audience in the bleachers. The reason? Since the audience is sitting beyond the reach of the bright lights shining on the performers, they appear – at least to the performers – as a faceless, emotionless, one-dimensional blob of cardboard cutouts. Hence, the word flatty. [...]
In this era of global business and travel, it is truly amazing that anything gets done correctly and on time. With all of the cultural, linguistic and “common sense” differences from country to country and region to region, consider yourself lucky if: 1) You truly understand what people from different cultures are communicating to you [...]
“We’re the best, why change?” “We build it, they come.” “We put our name on it, they buy it.” These sound ridiculous, right? Unfortunately, these phrases captured the essence of the Walt Disney Company corporate culture for a number of years during the late 70’s and early 80’s. The reigning mind-set was one of arrogance, [...]
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