the magic of exceptional customer service & leadership
DESCRIPTION
The Magic of Exceptional Customer Service & Leadership. Confession: There is no “Magic”. Confession: There is no “Magic” It’s Doing Ordinary Things Extraordinarily Well. Lessons From Disney: “Be Willing to Change To Remain the Same”. Organizations That Reinvent Themselves - PowerPoint PPT PresentationTRANSCRIPT
www.DougLipp.com
The Magic of Exceptional
Customer Service&
Leadership
www.DougLipp.com
Confession:There is no “Magic”
www.DougLipp.com
Confession:There is no “Magic”
It’s Doing Ordinary Things
Extraordinarily Well
www.DougLipp.com
Lessons From Disney:
“Be Willing to ChangeTo
Remain the Same”
www.DougLipp.com
Organizations ThatReinvent Themselves
Doug Lipp
www.DougLipp.com
Organizations ThatReinvent Themselves
WillDominate Their Market!
Doug Lipp
www.DougLipp.com
Maximize Your Potential:
www.DougLipp.com
Maximize Your Potential:
Overcome the Obstacles
www.DougLipp.com
Maximize Your Potential:
Overcome the Obstacles
Create the Opportunities
www.DougLipp.com
The Obstacles
www.DougLipp.com
Obstacle #1
Let The “Old Ways” Rule
www.DougLipp.com
“Old Ways”
• Stuck in A Rut• We’ve never done it this way• “Order-Taker”• “I’m not in sales”…• What would Walt say?
www.DougLipp.com
Obstacle #2
“We’re Soooo Good”
www.DougLipp.com
“Soooo Good”
• Arrogance• Complacency• The One-Trick Pony
www.DougLipp.com
Obstacle #3
Everyone Else is:
“A Jerk”“Incompetent”
“Too Demanding”
www.DougLipp.com
“Everyone Else is a Jerk”
• Mutual Bashing & Contempt• Robotic / Self-Centered• Other Person’s / Group’s Fault
www.DougLipp.com
Obstacle #4
“Save” Your Wayto
Prosperity
www.DougLipp.com
Save Your Wayto
Prosperity
• Fire the Matterhorn Climbers!• Tinkerbell? What’s the ROI?• Who Needs Training?• Don’t Value Your Value
www.DougLipp.com
The Opportunities
www.DougLipp.com
Opportunity #1
Communicate
Communicate
Communicate
www.DougLipp.com
Communicate
www.DougLipp.com
Communicate
• Tear Down the Walls
www.DougLipp.com
Communicate
• Tear Down the Walls• Consistency & Discipline
www.DougLipp.com
Communicate
• Tear Down the Walls• Consistency & Discipline• Words + Actions = Execution
www.DougLipp.com
Communicate
Hire Right
www.DougLipp.com
Communicate
Hire Right
Train Right
www.DougLipp.com
Communicate
Hire Right
Train Right
Treat Right
www.DougLipp.com
Communicate
To Achieve & Sustain Your Culture
www.DougLipp.com
Opportunity #3
The World Is Changing…
Are You?
www.DougLipp.com
Opportunity #4
Creativity “Disney Style”
Know Your Customer!
www.DougLipp.com
Opportunity #4
Creativity “Disney Style”
Walk In Their Shoes
www.DougLipp.com
Walk In Their Shoes
From Ordinary to Extraordinary…
www.DougLipp.com
Walk In Their Shoes
From Ordinary to Extraordinary…
Solve Their Problems!
www.DougLipp.com
Walk In Their Shoes
From Ordinary to Extraordinary…
Solve Their Problems!
Prove Your Value!
www.DougLipp.com
Walk In Their Shoes
From Ordinary to Extraordinary…
“Where did I park my car?”
www.DougLipp.com
Walk In Their Shoes
From Ordinary to Extraordinary…
“When is the 3:00 Parade?”
www.DougLipp.com
Walk In Their Shoes
From Ordinary to Extraordinary…
Tigger Teambuilding