Archive for October, 2015

Listening To Your Customers

The Magic Kingdom surveys guests on a continual basis.  They have several ways they do this.  They feel that “guests are best heard through many ears.” Disney has what they call “super greeters” that roam the parks and ask guests to take surveys. Now since they all are trained to “walk the talk” they never […]

Walking the Talk at Work

The Magic Kingdom is about fun and magic.  It is every cast member’s job to make that happen with each guest encounter they have.  The average guest will have approximately 60 opportunities for these encounters with cast members during one day at the Magic Kingdom. Cast members are trained well to “walk the talk,” which […]

Paying Attention To Details

Walt Disney believed that every detail of each project he did was important.  It is the details that catch the interest of customers. There is a mural outside of the Castle at Disney World illustrating scenes from Cinderella.  The details are simply amazing and most guests never see all of them, because there are so […]

Where Is Your Chart Taking You?

We are all inventors, each sailing out on a voyage of discovery, guided each by a private chart, of which there is no duplicate. The world is all gates, all opportunities. ~Ralph Waldo Emerson

Management That Milks The Mouse

As a business owner, supervisor or manager, do you ever find yourself doing tasks that take your time, yet could be delegated to a competent staff member? Sometimes it seems easier to do it yourself than to take the time to teach another and then follow-up to make sure it was done correctly. If this […]

Breaking Bad Habits

How do habits begin? When you think about the different habits you have, do you wonder how they started? We do hundreds of things each day with very little thought behind them. We are functioning on autopilot. What about bad habits like eating with your mouth open or always running late? Many times we do […]

The Pearls Of Management Lessons

Having been in a management position for the better part of two decades, I have made most mistakes that a manager could.  Some of these mistakes have been painful, but for the most part they have been enlightening. Learning from our mistakes is the best education we can get, as we personally experienced the situation […]

When Poor Customer Service Happens

“The greatest definition for concentration I ever heard is, “Wherever you are at, be there!” ~Jim Rohn While attending a conference, I was checking into the hotel. The clerk behind the counter was nicely dressed and looked professional. She asked my name and proceeded to check me in. As she was going through the motions […]

A Good Management Lesson To Live By

“Our mission statement about treating people with respect and dignity is not just words, but a creed we live every day.  You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees expectations of management.” ~ Howard Schultz

Empowerment Creates Synergy

Several years ago at a conference the word “empowerment” was probably the word most used during the daily lecture sessions.  Empowerment is the process of enabling or authorizing an employee to think, behave, take action, and control work and decision-making in autonomous way with the job tasks that have been given to them. It is […]