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www.DougLipp.com Lead the Way… Customers & Employees Will Follow
www.DougLipp.com The Magic of Exceptional Customer Service & Leadership
www.DougLipp.com Confession: There is no “Magic”
www.DougLipp.com Confession: There is no “Magic” It’s Doing Ordinary Things Extraordinarily Well
www.DougLipp.com The Challenge of Outwitting, Outplaying, and Outlasting Your Competition
www.DougLipp.com Lessons From Disney: “Be Willing to Change To Remain the Same”
www.DougLipp.com Organizations That Reinvent Themselves Doug Lipp
www.DougLipp.com Organizations That Reinvent Themselves Will Dominate Their Market! Doug Lipp
www.DougLipp.com Maximize Your Potential:
www.DougLipp.com Maximize Your Potential: Overcome the Obstacles
www.DougLipp.com Maximize Your Potential: Overcome the Obstacles Create the Opportunities
www.DougLipp.com The Obstacles
www.DougLipp.com Obstacle #1 Let The “Sacred Cows” Rule
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?”
www.DougLipp.com Obstacle #2 “We’re Soooo Good”
www.DougLipp.com “Soooo Good” Arrogance Complacency The One-Trick Pony
www.DougLipp.com Obstacle #3 Everyone Else is: “A Jerk” “Incompetent” “Too Demanding”
www.DougLipp.com “Everyone Else is a Jerk” Mutual Bashing & Contempt Robotic / Self-Centered Other Person’s / Group’s Fault
www.DougLipp.com Obstacle #4 “Save” Your Way to Prosperity
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
www.DougLipp.com The Opportunities
www.DougLipp.com Opportunity #1 Communicate
www.DougLipp.com Communicate Tear Down the Walls
www.DougLipp.com Communicate Tear Down the Walls Consistency & Discipline
www.DougLipp.com Communicate Tear Down the Walls Consistency & Discipline Words + Actions = Execution
www.DougLipp.com Communicate Hire Right
www.DougLipp.com Communicate Hire Right Train Right
www.DougLipp.com Communicate Hire Right Train Right Treat Right
www.DougLipp.com Communicate To Achieve & Sustain Your Culture
www.DougLipp.com Opportunity #2 Observe, Imagine, Deliver
www.DougLipp.com Opportunity #2 Observe, Imagine, Deliver Expanding the Possibilities… …Through Teamwork!
Balanced Teams Can: Outwit, Outplay, and Outlast The Competition
www.DougLipp.com Teamwork Seeing the Possibilities = Outwit
www.DougLipp.com Teamwork Seeing the Possibilities = Outwit Being Flexible = Outplay
www.DougLipp.com Teamwork Seeing the Possibilities = Outwit Being Flexible = Outplay Relying on Your Team = Outlast
www.DougLipp.com Opportunity #3 The World Is Changing… Are You?
www.DougLipp.com Opportunity #4 Creativity “Disney Style” Know Your Customer!
www.DougLipp.com Opportunity #4 Creativity “Disney Style” Walk In Their Shoes
www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary…
www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Solve Their Problems!
www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Solve Their Problems! Prove Your Value!
www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… “Where did I park my car?”
www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… “When is the 3:00 Parade?”
www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Popcorn Empowerment
www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Custodian Care
www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Frontierland Canoe Races
www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Minnie’s Marathon
www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Donald’s 50th Birthday Party
www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Tigger Teambuilding
www.DougLipp.com Opportunity #5 Life on the Highwire The Best Teams are Balanced Where Do You Stand?
www.DougLipp.com Outstanding Service & Leadership A Balancing Act of: Art & Science Maintenance & Risk-Taking
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
www.DougLipp.com Opportunity #6 It’s Up to You!
www.DougLipp.com Opportunity #6 It’s Up to You! What Will You: Start, Stop & Continue
www.DougLipp.com Short-Term (This Week) Start: Stop: Continue: Long-Term (Within 1 Month) Start: Stop: Continue: StartStop Continue
The Magic of Exceptional Leadership, Teamwork & Service Doug Lipp G. Douglas Lipp & Associates G. Douglas Lipp & Associates Presented to SIM DFW Chapter.
The Magic of Exceptional Customer Service & Leadership.
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