By age 29, Doug was the head of the training team at the world-famous Disney University at Disney’s corporate headquarters. With more than 30 years combined experience at Disney and in his private practice, Doug has helped increase human and corporate potential. He teaches organizations and individuals real-life skills to redefine service and leadership excellence, embrace change, and compete in the global marketplace. Doug conducts a pre-event needs assessment for each client by interviewing their leaders, employees and even customers. He then weaves the organization’s history, challenges and goals into his presentation message. Join Doug as he takes you on an entertaining and insightful journey “behind the scenes” to discover both the secret of Disney’s success and how it and other organizations have overcome spectacular challenges.
Doug’s speaking engagements are customized to each audience, but typically revolve around the following topics:
How did Walt Disney create “The Happiest Place on Earth?” What are the secrets behind Disney’s legendary employee development dynasty and how does it reinforce organizational values, culture and brand. Learn how Disney continues to capture the hearts and minds of thousands of employees around the world through an unwavering devotion to the core values established by Walt himself. Doug’s career working directly with Disney visionaries, combined with his recent interactions with Disney legends while writing Disney U, provides the backdrop for intriguing never-before-told stories. Doug shares how the Disney University remains relevant—more than fifty years after its founding – and why these leadership lessons are more important now than ever before.
Exceptional customer service breaks down if leadership doesn’t model the desired attitude and behavior. Doug examines the concept that great leadership equals great customer service, then reinforces those concepts with examples of successful strategies from Disney and other organizations. Management is responsible for building a strong team by leading by example. However, few people are natural born leaders. Doug’s presentation demonstrates how an extraordinary attitude and communication style can transcend the organization and make a difference. While front-line employees take care of the external customer, the leadership team is responsible for taking care of the internal customer. The strongest organizations have leaders who role-model attitudes and behaviors that inspire heightened productivity, as well as maximize both personal and professional success.
What is the magic of Disney? How can you duplicate it? Through Doug’s leadership experience at the Walt Disney University, he offers fascinating stories, unique insights, and invaluable lessons that can be applied to any organization. Learn how legendary service is a delicate balance between art and science.. “Doing the ordinary in an extraordinary fashion” isn’t rocket science; customer service excellence should be ingrained in the culture of every company. In this ever-changing economy, more companies than ever are realizing the strategic importance of transforming their service to differentiate themselves from competitors.
Even the best and the brightest make mistakes. However, the ability to deal with setbacks, then bounce back even stronger is the hallmark of market leaders. Join Doug as he takes you on a behind-the-scenes tour of the Walt Disney Company to learn about its successes and how it overcame spectacular obstacles by challenging the status quo and embracing change. Successful organizations embrace the attitude of “change or perish” and are willing to reinvent themselves. How do the best organizations overcome obstacles to growth, which include turf wars, hierarchical barriers and creative stagnation? Doug provides examples world-class leaders that have eliminated these barriers to improvement and enthusiastically embraced change. The world is changing; are you?
What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you? During this presentation, Doug uses the middle seat as a metaphor for what happens to all of us in life. How do you deal with unfortunate situations? When in a situation that you “can’t control,” what options do you actually have? This entertaining and thought-provoking presentation covers a range of topics, including Creative Problem Solving, Work-Life Balance, Stress Management and Career Development. Join Doug for some fun as he addresses everything from life-on-the-road horror stories to dealing with organizational change.
The globe is shrinking….is your business expanding? All companies that expand globally or provide products to culturally diverse customers run into problems. Learn what companies such as IBM, Starbucks, Procter & Gamble, Intel and Disney have discovered (often the hard way) and how you can benefit from those lessons. Doug gives real-life examples that support the concept of “think globally, but act locally.” This presentation is a must for groups that serve a culturally diverse customer base, either domestically or internationally.