lead the way… customers & employees will follow
TRANSCRIPT
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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
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Organizations ThatReinvent Themselves
WillDominate Their Market!
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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
