Fascinating article in Wall Street Journal about customer service at automobile dealerships. It’s amazing how so many leaders miss the point; the Disney difference is much more than pouring money into technology and capital improvements … it’s about friendliness and attention to detail; qualities anyone can afford if they have the desire. I spent years training at the Disney University (precursor to Disney Institute and only for Disney employees). My mentor, Van France, was the founder of Disney U and hand-picked by Walt Disney to create The Happiest Place on Earth. It’s not rocket science, yet so many leaders just don’t get it.
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