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Professionally Speaking

The power of education

Apple calculator screen shot
Recently was asked how many words i’ve written while prolifically blogging for 11 consecutive years. At a conservative estimate of 100 words per post, over 2-million words.

Want to feel strong?

Try the power of education.

What?

Educate yourself.

If necessary, take classes.

Otherwise, observe, listen, read, teach, dream, and, write like you mean it.

Tend to your personal vibrancy.

Your mind is one-fifth of the balance equation.

Educate yourself in a balanced way.

And never take your confidence, gratitude, and servitude for granted.

To be confident and grateful, yet not serve others by teaching them through your example – this is true slavery.

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Categories
If Disney Ran Your Life

Leading yourself?

Granite Park Chalet
To sleep here 15 days in a Summer of 90 days is absurdly over-focused. No electricity, no running water, no heat (nights in 40’s), no wifi, spotty cell signal, pit toilet.

Leading yourself?

If you’ve been habitually over-focused on your personal and professional development, you are not panicked right now.

Why?

Because the chaos the world is experiencing is normal for you.

You are always experiencing things that are uncertain, taking risks others could take, but never do.

You have already lived with deep fear and even deeper doubt. You’ve failed, learned, and improved. Over and over.

It’s part of your DNA – being comfortable being uncomfortable.

When you quit your job to start your business, you made do with limited resources, uncertain conditions and outcomes, as well as the psychological trauma of probably losing it all. Odds overwhelming do not favor startups.

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Categories
Disney Brand Loyalty Book

Read just the first sentence in the Tweet

Disney speaker jeff
Huge difference between training and development.

 

Read just the first sentence in the Tweet.

Only that sentence.

At Disney, training is highly structured, designed by an expert Human Resources team, and delivered by carefully chosen hourly Cast Members called “Disney Trainers”.

A Disney Trainer is not a full-time role.

You perform your normal Host/Hostess role and when you are needed, you are scheduled to be a trainer and get a small hourly pay increase for the hours you are officially designated as a trainer.

Training Manuals filled with Standard Operating Guidelines for each individual role are followed and administered without deviation.

There are additional layers to training and i am skipping those intentionally to jump to development.

Development at Disney, and any great organization, is the opposite of training.

Development is highly unstructured.

There are no manuals.

There are no trainers.

Development is initiated by great leaders.

Good leaders may rarely initiate development.

There is also very little accountability to insist that development is robust.

Great Disney leaders have unlimited and creative ways to develop others (usually their direct reports, but not limited to that).

For example, during a bi-monthly one-on-one meeting with my leader in 2007 (seven years before i retired), Wayne said, “Not everyone on the Executive Team likes you. When you’re in meetings, just zip it.”

Those two sentences changed the trajectory of the second half of my 15-year Disney Institute career.

In fact, in all of my 30-plus years at Disney, this was the simplest, quickest, and most impactful development any leader bestowed on me.

Contrast that with a seven-month full-time special assignment as a Guest Satisfaction Measurement (GSM), the second most impactful “development” in a long career.

Just to be crystal clear:

Train for compliance with the highest industry standards.

Develop for commitment so strong, you earn the reputation as being a great place to work, because your mission (and the way you connect your team to it) is so powerful.

 

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Categories
Professionally Speaking

You were born to learn, grow and teach

Disney leadership speaker
As CEO of YOU, Inc, your personal and professional development is your responsibility.

 

You were born to learn, grow and teach.

Develop yourself like you mean it.

No one else will do this for you after you turn 18.

 

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Categories
If Disney Ran Your Life

What does Disney Institute have in common with Glacier National Park?

Disney Keynote Speaker
All of today’s photos were taken in late Spring at Glacier National Park.

 

Disney Keynote Speaker
That Disney guy is determined and driven. Pretty flexible too.

 

Disney Keynote Speaker
Same Avalanche Lake, different day.

 

Disney Keynote Speaker
The difference weather makes is the same difference attitude makes – dramatic.

 

Disney Keynote Speaker
You are my Sunshine, my only Sunshine…

 

Disney Keynote Speaker
We are Disney!

 

Disney Keynote Speaker
Off-roading.

 

Orlando Disney Speaker
Mulan hiked Scenic Point Trail in Two Medicine. How appropriate.

 

Orlando Disney Speaker
iPhone can do cool things that you may or may not intend.

 

Orlando Disney Speaker
A brisk morning at Lake McDonald Lodge marina.

 

Orlando Disney Speaker
Serve like you mean it.

 

Disney Institute Speaker
Must be the Pixie Dust that has everyone smiling all the time.

 

Disney Institute Speaker
We came inside to warm up.

 

Disney Institute Speaker

 

Disney Institute Speaker
We love Glacier National Park.

 

What does Disney Institute have in common with Glacier National Park?

The distinction of being an inspiring place to visit.

What follows is a cut & paste from a promotional email sent by a Syracuse, New York business that is sponsoring a Disney Institute day-long training Customer Service session:

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Disney Institute is bringing its renowned professional development course, “Disney’s Approach to Quality Service,” to Syracuse!

Excellent service does not simply come from a friendly transaction or helpful technology—it is the result of truly understanding your customer’s expectations and putting the right guidelines and service standards in place to exceed them. When an organizational framework properly unites its people, place and processes by putting the customer at its core, exceptional service becomes possible across customer touch points. This creates greater intent to return and recommend, as well as a stronger competitive edge. With more than 90 years of world-renowned customer service, no one understands this better than Disney.

With a common purpose and quality standards, employees at the front line are empowered to perform because they are equipped with the right tools and clear service expectations. When team members’ behaviors are reinforced through positive feedback, they feel valued and appreciated and will make sure their customers do as well.

What You Will Learn:

  • Adapt time-tested Disney business insights to assess and improve your organization.
  • Determine how you can differentiate your service to become a provider of choice.
  • Design quality service standards to create a consistent service experience.
  • Use tools to gauge the needs, wants, stereotypes and emotions of your customers at an individual level.
  • Understand the processes necessary to develop a culture that consistently delivers exceptional service.
  • Recover effectively from a service failure and turn it into an opportunity to strengthen customer relationships.

 

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