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Lead the Way… Customers & Employees Will Follow
The Magic of Exceptional Customer Service & Leadership
Confession: There is no “Magic”
Confession: There is no “Magic” It’s Doing Ordinary Things Extraordinarily Well
The Challenge of Outwitting, Outplaying, and Outlasting Your Competition
Lessons From Disney: “Be Willing to Change To Remain the Same”
Organizations That Reinvent Themselves Doug Lipp
Organizations That Reinvent Themselves Will Dominate Their Market! Doug Lipp
Maximize Your Potential:
Maximize Your Potential: Overcome the Obstacles
Maximize Your Potential: Overcome the Obstacles Create the Opportunities
Obstacle #1 Let The “Sacred Cows” Rule
“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?”
Obstacle #2 “We’re Soooo Good”
“Soooo Good” Arrogance Complacency The One-Trick Pony
Obstacle #3 Everyone Else is: “A Jerk” “Incompetent” “Too Demanding”
“Everyone Else is a Jerk” Mutual Bashing & Contempt Robotic / Self-Centered Other Person’s / Group’s Fault
Obstacle #4 “Save” Your Way to Prosperity
Save Your Way to Prosperity Fire the Matterhorn Climbers! Tinkerbell? What’s the ROI? Who Needs Training? Don’t Value Your Value
Opportunity #1 Communicate
Communicate Tear Down the Walls
Communicate Tear Down the Walls Consistency & Discipline
Communicate Tear Down the Walls Consistency & Discipline Words + Actions = Execution
Communicate Hire Right
Communicate Hire Right Train Right
Communicate Hire Right Train Right Treat Right
Communicate To Achieve & Sustain Your Culture
Opportunity #2 Observe, Imagine, Deliver
Opportunity #2 Observe, Imagine, Deliver Expanding the Possibilities… …Through Teamwork!
Balanced Teams Can: Outwit, Outplay, and Outlast The Competition
Teamwork Seeing the Possibilities = Outwit
Teamwork Seeing the Possibilities = Outwit Being Flexible = Outplay
Teamwork Seeing the Possibilities = Outwit Being Flexible = Outplay Relying on Your Team = Outlast
Opportunity #3 The World Is Changing… Are You?
Opportunity #4 Creativity “Disney Style” Know Your Customer!
Opportunity #4 Creativity “Disney Style” Walk In Their Shoes
Walk In Their Shoes From Ordinary to Extraordinary…
Walk In Their Shoes From Ordinary to Extraordinary… Solve Their Problems!
Walk In Their Shoes From Ordinary to Extraordinary… Solve Their Problems! Prove Your Value!
Walk In Their Shoes From Ordinary to Extraordinary… “Where did I park my car?”
Walk In Their Shoes From Ordinary to Extraordinary… “When is the 3:00 Parade?”
Walk In Their Shoes From Ordinary to Extraordinary… Popcorn Empowerment
Walk In Their Shoes From Ordinary to Extraordinary… Custodian Care
Walk In Their Shoes From Ordinary to Extraordinary… Frontierland Canoe Races
Walk In Their Shoes From Ordinary to Extraordinary… Minnie’s Marathon
Walk In Their Shoes From Ordinary to Extraordinary… Donald’s 50th Birthday Party
Walk In Their Shoes From Ordinary to Extraordinary… Tigger Teambuilding
Opportunity #5 Life on the Highwire The Best Teams are Balanced Where Do You Stand?
Outstanding Service & Leadership A Balancing Act of: Art & Science Maintenance & Risk-Taking
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
Opportunity #6 It’s Up to You!
Opportunity #6 It’s Up to You! What Will You: Start, Stop & Continue
Short-Term (This Week) Start: Stop: Continue: Long-Term (Within 1 Month) Start: Stop: Continue: StartStop Continue
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