Categories
No really

Un-magical reality of inquiring customers

i laughed at this one too. At Disney, we live with this un-magical reality, as does every business.

What time is the three-o’clock parade?

Sounds like a dumb question.

Not in a million years.

(csn, pls txt me when u read this. Thx)

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Categories
Professionally Speaking

Why is it important to be reminded or enlightened?

Walt Disney picking up trash
Back in the day, we hadn’t yet added the word please. Why? Excellence is a journey, it doesn’t fall from the sky.

Why is it important to be reminded or enlightened?

A positive catalyst is always helpful. Sometimes a negative catalyst proves equally as effective.

In prepping for a keynote yesterday, i am inspired to create questions regarding the speech’s leadership business insights.

Why?

To illustrate, with the audience’s words, not mine, how critical (and how simple) it is to apply the insights versus simply being familiar with the concepts.

Possible questions:

  • Why does knowing this matter? What grade do you earn daily, weekly, monthly on your delivery?
  • What, if anything, do you gain from this photo? (Photo is a Disney trash can inscribed with, “Trash Please”)
  • What do you do with the obvious fact that your behaviors drive how your employees treat your customers?
  • What do you do with the obvious fact that your employees’ behavior drives your customer’s brand loyalty?
  • What do you do with the fact that your customer’s loyalty drives long-term profit more than anything else you do?
  • Is it acceptable to downplay, and discount, common sense?
  • How do you feel about the second three-legged stool?

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Categories
Anyone Else Think Like This?

Do we speed up to avoid life’s toughest questions?

Glacier National Park
Important topics from late Spring 2018.

Do we speed up to avoid life’s toughest questions?

If we’re too busy to invest the time required for the toughest questions it begs a new question doesn’t it?

When then?

And if not anytime soon, when?

And if not ever (because that’s the message we’re sending), why?

Why not ever?

To know is to do. To know and not do is to not yet know.

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Categories
Could This Change Your Life?

Better to set and fail than not set and fail

Hyatt Grand Hotel Bogota
Inside the Hyatt.

 

“Setting challenges is part of me, it’s part of my DNA,” Dave McGillivray says. “I can be okay with missing my goals. To me that’s not a failure. But not setting goals, that does seem like more of a failure.”

Full Runner’s World article here.

The article is about a 64-year old guy who’s recently had triple bypass heart surgery.

Reread his quote three sentences above.

Then think about your own life.

And ask yourself a simple question, “What are my important goals?”

Regardless of your answer, your answer should serve you well.

 

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Categories
Disney Brand Loyalty Book

Service, disney, questions, Glacier, outfitters

Disney Keynote Speaker jeff noel
Never gets old.

 

Walt Disney Innovation quote
Innovation and risk taking are siblings.

 

Adventureland
The weather was perfect for a brief 45-minute visit.

 

In three hours, two small business owners in Glacier National Park are calling me so i can review the Customer Service architecture.

They’ve been so kind and generous with me as i planned the first of five Summer writing retreats to Glacier National Park.

Here’s a copy & paste text message i sent last night….

If u have time before 7am, give a little thought to:

Your definition (the goal) of customer service

Scale 1-10 (10 High) how important is customer satisfaction

What are some positive stereotypes of your industry (outdoor equipment rentals)…what are some negative ones

What are some of the emotions your various customers exhibit in a typical

If an employee needs to make a decision affecting a customer – when they don’t have time to ask your opinion, how do they decide what’s best

Sleep well.

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