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

3. www.DougLipp.com The Magic of Exceptional Customer Service & Leadership

4. www.DougLipp.com Confession: There is no “Magic”

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

6. www.DougLipp.com The Challenge of Outwitting, Outplaying, and Outlasting Your Competition

7. www.DougLipp.com Lessons From Disney: “Be Willing to Change To Remain the Same”

8. www.DougLipp.com Organizations That Reinvent Themselves Doug Lipp

9. www.DougLipp.com Organizations That Reinvent Themselves Will Dominate Their Market! Doug Lipp

10. www.DougLipp.com Maximize Your Potential:

11. www.DougLipp.com Maximize Your Potential: Overcome the Obstacles

12. www.DougLipp.com Maximize Your Potential: Overcome the Obstacles Create the Opportunities

13. www.DougLipp.com The Obstacles

14. www.DougLipp.com Obstacle #1 Let The “Sacred Cows” Rule

15. www.DougLipp.com “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. www.DougLipp.com Obstacle #2 “We’re Soooo Good”

17. www.DougLipp.com “Soooo Good” Arrogance Complacency The One-Trick Pony

18. www.DougLipp.com Obstacle #3 Everyone Else is: “A Jerk” “Incompetent” “Too Demanding”

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

20. www.DougLipp.com Obstacle #4 “Save” Your Way to Prosperity

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

22. www.DougLipp.com The Opportunities

23. www.DougLipp.com Opportunity #1 Communicate

24. www.DougLipp.com Communicate

25. www.DougLipp.com Communicate Tear Down the Walls

26. www.DougLipp.com Communicate Tear Down the Walls Consistency & Discipline

27. www.DougLipp.com Communicate Tear Down the Walls Consistency & Discipline Words + Actions = Execution

28. www.DougLipp.com Communicate Hire Right

29. www.DougLipp.com Communicate Hire Right Train Right

30. www.DougLipp.com Communicate Hire Right Train Right Treat Right

31. www.DougLipp.com Communicate To Achieve & Sustain Your Culture

32. www.DougLipp.com

36. Core Values

37. www.DougLipp.com Opportunity #2 Observe, Imagine, Deliver

38. www.DougLipp.com Opportunity #2 Observe, Imagine, Deliver Expanding the Possibilities… …Through Teamwork!

39. www.DougLipp.com

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

60. www.DougLipp.com Teamwork

61. www.DougLipp.com Teamwork Seeing the Possibilities = Outwit

62. www.DougLipp.com Teamwork Seeing the Possibilities = Outwit Being Flexible = Outplay

63. www.DougLipp.com Teamwork Seeing the Possibilities = Outwit Being Flexible = Outplay Relying on Your Team = Outlast

64. www.DougLipp.com Opportunity #3 The World Is Changing… Are You?

65. www.DougLipp.com Opportunity #4 Creativity “Disney Style” Know Your Customer!

66. www.DougLipp.com Opportunity #4 Creativity “Disney Style” Walk In Their Shoes

67. www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary…

68. www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Solve Their Problems!

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

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

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

72. www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Popcorn Empowerment

73. www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Custodian Care

74. www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Frontierland Canoe Races

75. www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Minnie’s Marathon

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

77. www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Tigger Teambuilding

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

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

80. www.DougLipp.com 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. www.DougLipp.com Opportunity #6 It’s Up to You!

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

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