Categories
Common Sense

Now what?

Apple gives you 14 days to pickup at the store. Note the additional information about Black Friday and Cyber Monday weekend (11.29-12.02). Managing expectations for what is predicable.

Now what?

Saw it coming but hoped i was wrong.

So then, now what?

Price goes up.

Is that fair?

Technically, yes.

Will you hold your ground or be flexible?

Herein lies the challenge.

Expectations are formed by our actions, not by what we say.

If i say there’s a deadline but don’t enforce it, then there really wasn’t a deadline.

This lack of honoring one expectation contaminates all expectations.

What shouldn’t be a tough call might be, meaning the tough call to raise the price to the December 25th deadline price.

Why?

Anyone paying a premium expects flexibility. As in, “cut me a break, man”.

And then there’s the notion that all of this was an exercise in negotiating a bigger picture – contract(s) signed by year end, which is four weeks away.

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Categories
Emotion Trumps Everything

Comparison is the thief of joy

expectations gap and unhappiness
Facebook insidiously leaves us unhappy as we view everyone’s “Life Highlights Reel”.

 

expectations gap and unhappiness
Never let your memories be bigger than your dreams. Right?

 

expectations gap and unhappiness
Person B is always happier, statistically through research.

 

expectations gap and unhappiness
The culprit for unhappiness…

 

Comparison is the thief of joy.

Comparing what we want (expect) to happen and what actually happens.

Comparing what happens to others (the good stuff) to what happens to us.

Comparing our past memories of our world to the world we see today with all our adult responsibilities.

 

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

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Categories
Disney Brand Loyalty Book

Disney’s Four key drivers for exceeding Guest expectations

Drury Inn business center
Drury Inn lobby business center. Plus time to spare.

 

Disney Keynote Speakers
Ample time to do stuff i would never have time to do…google “disney keynote speaker”.

 

Disney Keynote Speakers
Well, look at that.

 

Disney Keynote Speakers
Disney Keynote Speakers

 

Disney Keynote Speaker jeff noel
Disney Institute Keynote Speakers – videos tab. You won’t find me. Period.

 

Disney Keynote Speaker jeff noel
But on “Disney Institute Speakers” images pages, my photos totally dominate. How and why? No clue.

 

Disney Keynote Speaker jeff noel
Another page dominated by my photos. Still a mystery.

 

Disney Keynote Speakers
Disney Institute Keynote Speakers – on Google’s front page, but not the first one. After the ads, i’m second. Not bad.

 

No matter who you are, where you work, or what you do, customers worldwide have the same expectations:

  1. Make me feel special – go the extra inch for me to exceed my expectations in surprising and delightful ways
  2. Give me individualized attention – treat every Customer like a VIP – a Very Individual Person
  3. Respect me and my Family – use common courtesy (which isn’t too common), demonstrate respect, fuss over children
  4. Be knowledgeable about your products and services – have all the answers to my questions and if you don’t know, find out or direct me where to get it

There are far too many things we can focus on.

Without understanding the top, key drivers for Customer excellence, every effort is being directed at the wrong target.

Can you fathom?

This is exactly why organizational vibrancy eludes all but the most intentionally-architected customer-centric cultures.

 

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Categories
Dear Son

Are we born to excel?

Disney Keynote Speakers
Grinnell Glacier Overlook 2016 with Dave Weir.

 

Are we born to excel?

Or are we born to get a job, any job, and live a life that never dreams we can rise above the paycheck-to-paycheck life?

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Categories
Being Brave

Leadership accountability works best with perfect clarity

Mickey and Minnie Mouse on Parade float
What the public focuses on – the 3-O’clock Parade.

 

Disney World peak attendance
What the organization focuses on – how to keep the Magic alive after the Parade is over.

 

What the Senior Executive saw as being rigid and inflexible, i saw as clarity.

Funny how the same thing can be seen paradoxically opposed.

One of the four world-class leadership basics is accountability.

Accountability works best with perfect clarity.

Less than perfect clarity brings less than perfect results.

Either way, a culture is established and practiced daily based on the way expectations are determined, communicated, and enforced.

 

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This website is about our WORK. To ponder posts about our HQ, click here.