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www.DougLipp.com Lead the Way… Customers & Employees Will Follow.

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Presentation on theme: "www.DougLipp.com Lead the Way… Customers & Employees Will Follow."— Presentation transcript:

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2 Lead the Way… Customers & Employees Will Follow

3 The Magic of Exceptional Customer Service & Leadership

4 Confession: There is no “Magic”

5 Confession: There is no “Magic” It’s Doing Ordinary Things Extraordinarily Well

6 The Challenge of Outwitting, Outplaying, and Outlasting Your Competition

7 Lessons From Disney: “Be Willing to Change To Remain the Same”

8 Organizations That Reinvent Themselves Doug Lipp

9 Organizations That Reinvent Themselves Will Dominate Their Market! Doug Lipp

10 Maximize Your Potential:

11 Maximize Your Potential: Overcome the Obstacles

12 Maximize Your Potential: Overcome the Obstacles Create the Opportunities

13 The Obstacles

14 Obstacle #1 Let The “Sacred Cows” Rule

15 “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?”

16 Obstacle #2 “We’re Soooo Good”

17 “Soooo Good” Arrogance Complacency The One-Trick Pony

18 Obstacle #3 Everyone Else is: “A Jerk” “Incompetent” “Too Demanding”

19 “Everyone Else is a Jerk” Mutual Bashing & Contempt Robotic / Self-Centered Other Person’s / Group’s Fault

20 Obstacle #4 “Save” Your Way to Prosperity

21 Save Your Way to Prosperity Fire the Matterhorn Climbers! Tinkerbell? What’s the ROI? Who Needs Training? Don’t Value Your Value

22 The Opportunities

23 Opportunity #1 Communicate

24 Communicate

25 Communicate Tear Down the Walls

26 Communicate Tear Down the Walls Consistency & Discipline

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

28 Communicate Hire Right

29 Communicate Hire Right Train Right

30 Communicate Hire Right Train Right Treat Right

31 Communicate To Achieve & Sustain Your Culture

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36 Core Values

37 Opportunity #2 Observe, Imagine, Deliver

38 Opportunity #2 Observe, Imagine, Deliver Expanding the Possibilities… …Through Teamwork!

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59 Balanced Teams Can: Outwit, Outplay, and Outlast The Competition

60 Teamwork

61 Teamwork Seeing the Possibilities = Outwit

62 Teamwork Seeing the Possibilities = Outwit Being Flexible = Outplay

63 Teamwork Seeing the Possibilities = Outwit Being Flexible = Outplay Relying on Your Team = Outlast

64 Opportunity #3 The World Is Changing… Are You?

65 Opportunity #4 Creativity “Disney Style” Know Your Customer!

66 Opportunity #4 Creativity “Disney Style” Walk In Their Shoes

67 Walk In Their Shoes From Ordinary to Extraordinary…

68 Walk In Their Shoes From Ordinary to Extraordinary… Solve Their Problems!

69 Walk In Their Shoes From Ordinary to Extraordinary… Solve Their Problems! Prove Your Value!

70 Walk In Their Shoes From Ordinary to Extraordinary… “Where did I park my car?”

71 Walk In Their Shoes From Ordinary to Extraordinary… “When is the 3:00 Parade?”

72 Walk In Their Shoes From Ordinary to Extraordinary… Popcorn Empowerment

73 Walk In Their Shoes From Ordinary to Extraordinary… Custodian Care

74 Walk In Their Shoes From Ordinary to Extraordinary… Frontierland Canoe Races

75 Walk In Their Shoes From Ordinary to Extraordinary… Minnie’s Marathon

76 Walk In Their Shoes From Ordinary to Extraordinary… Donald’s 50th Birthday Party

77 Walk In Their Shoes From Ordinary to Extraordinary… Tigger Teambuilding

78 Opportunity #5 Life on the Highwire The Best Teams are Balanced Where Do You Stand?

79 Outstanding Service & Leadership A Balancing Act of: Art & Science Maintenance & Risk-Taking

80 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

81 Opportunity #6 It’s Up to You!

82 Opportunity #6 It’s Up to You! What Will You: Start, Stop & Continue

83 Short-Term (This Week) Start: Stop: Continue: Long-Term (Within 1 Month) Start: Stop: Continue: StartStop Continue

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