lead the way… customers & employees will follow

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Lead the Way…

Customers & Employees

Will Follow

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The Magic of Exceptional 

Customer Service&

Leadership

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Confession:There is no “Magic”

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Confession:There is no “Magic”

It’s Doing Ordinary Things 

Extraordinarily Well

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The Challenge of

Outwitting, Outplaying, and Outlasting

Your Competition

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Lessons From Disney:

“Be Willing to ChangeTo

Remain the Same”

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Organizations ThatReinvent Themselves

Doug Lipp

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Organizations ThatReinvent Themselves

WillDominate Their Market!

Doug Lipp

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Maximize Your Potential:

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Maximize Your Potential:

Overcome the Obstacles

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Maximize Your Potential:

Overcome the Obstacles

Create the Opportunities

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The Obstacles

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Obstacle #1 

Let The “Sacred Cows” Rule

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“Sacred Cows”

• Stuck in A rut• “Back in the good ‘ol days…”• “That’s not my style”• “I’m not in sales”• “What would Walt say?”

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Obstacle #2

“We’re Soooo Good”

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“Soooo Good”

• Arrogance• Complacency• The One-Trick Pony

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Obstacle #3

Everyone Else is:

“A Jerk”“Incompetent”

“Too Demanding”

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“Everyone Else is a Jerk”

• Mutual Bashing & Contempt• Robotic / Self-Centered• Other Person’s / Group’s Fault

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Obstacle #4

“Save” Your Wayto

Prosperity

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Save Your Wayto

Prosperity

• Fire the Matterhorn Climbers!• Tinkerbell? What’s the ROI?• Who Needs Training?• Don’t Value Your Value

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The Opportunities

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Opportunity #1

Communicate

Communicate

Communicate

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Communicate

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Communicate

• Tear Down the Walls

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Communicate

• Tear Down the Walls• Consistency & Discipline

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Communicate

• Tear Down the Walls• Consistency & Discipline• Words + Actions = Execution

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Communicate

Hire Right

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Communicate

Hire Right

Train Right

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Communicate

Hire Right

Train Right

Treat Right

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Communicate

To Achieve & Sustain Your Culture

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Core Values

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Opportunity #2

Observe, Imagine, Deliver

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Opportunity #2

Observe, Imagine, Deliver

Expanding the Possibilities… …Through Teamwork!

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Balanced Teams Can:

Outwit, Outplay, and Outlast

The Competition

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Teamwork

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Teamwork

• Seeing the Possibilities = Outwit

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Teamwork

• Seeing the Possibilities = Outwit

• Being Flexible = Outplay

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Teamwork

• Seeing the Possibilities = Outwit

• Being Flexible = Outplay

• Relying on Your Team = Outlast

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Opportunity #3

The World Is Changing…

Are You?

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Opportunity #4

Creativity “Disney Style”

Know Your Customer!

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Opportunity #4

Creativity “Disney Style”

Walk In Their Shoes

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Walk In Their Shoes

From Ordinary to Extraordinary…

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Walk In Their Shoes

From Ordinary to Extraordinary…

Solve Their Problems!

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Walk In Their Shoes

From Ordinary to Extraordinary…

Solve Their Problems!

Prove Your Value!

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Walk In Their Shoes

From Ordinary to Extraordinary…

“Where did I park my car?”

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Walk In Their Shoes

From Ordinary to Extraordinary…

“When is the 3:00 Parade?”

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Walk In Their Shoes

From Ordinary to Extraordinary…

Popcorn Empowerment

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Walk In Their Shoes

From Ordinary to Extraordinary…

Custodian Care

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Walk In Their Shoes

From Ordinary to Extraordinary…

FrontierlandCanoe Races

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Walk In Their Shoes

From Ordinary to Extraordinary…

Minnie’s Marathon

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Walk In Their Shoes

From Ordinary to Extraordinary…

Donald’s 50th Birthday Party

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Walk In Their Shoes

From Ordinary to Extraordinary…

Tigger Teambuilding

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Opportunity #5

Life on the Highwire

The Best Teams are BalancedWhere Do You Stand?

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Outstanding Service & Leadership A Balancing Act of: 

Art & Science   Maintenance & Risk-Taking

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Life on the Highwire

Where is your safety net??? 

• All Business is “Show Business”• On-Stage vs. Off-Stage• SCSC = Customers For Life• Cultural, Regional, Self Awareness

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Opportunity #6

It’s Up to You!

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Opportunity #6

It’s Up to You!

What Will You:

Start, Stop & Continue

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Short-Term (This Week) 

Start: Stop: Continue: 

Long-Term (Within 1 Month)

Start: Stop: Continue:

Start Stop Continue