Disney Brand Loyalty Book

If you really want to change your culture

Disney Keynote Speaker
Positive reinforcement for audience particiption.


Disney Keynote Speakers
i remember when i began using the reference to MLK’s “I have a dream.” vs i have a strategic plan. Nice to see it’s continued to be a valuable insight for our Disney Institute culture.



If you really want to change your culture, you have to really want to change your culture.

At Disney, you can never be rude to a Guest.


You have to be nice 100% of the time.

Essentially, you can never deviate.

There’s never a time when you can not be nice.


It’s obsessive.

And it differentiates our brand against other world-class service providers.

Fifteen years ago when our Son was 3, the daycare changed their pickup policy and began requiring parents to remain in the car.

Gone was the daily hug we’d do at the day care door.

And, not only did you wait in your car, but you were expected to not get out.

They placed your child in the car seat and off you go.

i asked a Disney institute colleague about a creative solution. By the way, Joel is gay and i asked him for parenting advice.


He sees things others will never see.

Joel suggested i drive away, find a safe place, pull over, get out, do our hug, get back in the car and drive home.

Yesterday at High School the almost 18-year old and the almost 59-year-old hugged before getting in the car.

They (we) haven’t missed a day since 2005.




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This website is about our WORK. To ponder today’s post about our HQ, click here.

If you want to stay on this site and read more posts from this Blog, click here.


If Disney Ran Your Life

How often should we be excellent? Is it a percentage?

Disney Institute Business facilitators
Photo: circa 2013 in Lake Tahoe. Spent two days immersed as a student with a dozen of my DI colleagues.


How often should we be excellent? Is it a percentage?

What about that percentage of our customers that get less than our excellent work?

Is that fair to them?

And do they notice the absence right away, or is it easy to fool them?

How do we justify giving some less than our best?

Is it because it’s so hard to set high standards and maintain them 100% of the time?




On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

This website is about our career health. To leave this site to read today’s post on my home health website, click here.


Professionally Speaking

All Day, Every Day – Revisited

Longevity and rock bands are not synonymous, but there are exceptions.

Last night watching the second episode of the 2012 American Idol season, I reminded our Son that Steven Tyler is a true rock star. He asked me what band he’s with, to which I replied, Aerosmith. They headlined the first concert I ever attended (1975). Chapin said, “I remember you telling me that”.

Without thinking, I told him that the measure of true greatness is the ability to do it for a long time. Legendary not on what might have been, but on what they actually did.

Next Blog

Professionally Speaking

Is It Possible To Deliver Great Outcomes Every Single Day?

Greensboro, North Carolina (90-days ago yesterday)

Is it possible to perform our jobs at extraordinarily high levels day in and day out?

We would hope our surgeon does. Or the general contractor building our home. Or our child’s school teacher. Or our elected officials. But what about our personal responsibility?

I always listen for the choice of words people use after the classes I teach are over. Hearing “that was really good”, “enjoyed it”, “you did a good job” is significantly different than “that was amazing”, “perfect”, “it was excellent!”

Yesterday was exceptional. Always aim for it. Feel blessed when you nail it.

Next Blog

Four Tips to Be World Class

How does a person or an organization become world class, and stay world class? Here are four tips to do just that.  First, however we need to state the obvious:

It’s a double edge sword isn’t it?  If consistency is the hallmark or quality, and continuous improvement is the key to becoming (and sustaining) world class status, how do you balance risk and reward?

Let’s use this example from yesterday.

As a professional speaker, there are several goals for every presentation:

  • Give a speech to change the world
  • Never give the same speech twice
  • Ask great questions
  • Get the audience to reveal the key points

Let’s review from a different angle, what you just read:

  • Have passion and faith that impossible is possible
  • Be authentic, not going through the motions
  • Know where you want to go and be prepared to get there
  • Lead, don’t manage

The second set of bullet points states the common sense theories that we all nod our heads in agreement when we hear them.

The first set illustrates how I internalized these common sense things to make them work for my particular role in the business world.

Now it’s your turn. Take the four common sense bullet points and make them your own.  Tomorrow, I’ll share how practicing what I preach led to an amazing result.

You don’t have to any of this.  And maybe that’s a leader’s biggest challenge, doing what’s easier rather than what’s harder.  So here’s a fifth tip – being world class means out working your competition.  Most people hate to admit this.  And then they wonder why they aren’t world class.