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www.DougLipp.com The Magic of Exceptional Customer Service & Leadership
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www.DougLipp.com Confession: There is no “Magic”
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www.DougLipp.com Confession: There is no “Magic” It’s Doing Ordinary Things Extraordinarily Well
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www.DougLipp.com Lessons From Disney: “Be Willing to Change To Remain the Same”
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www.DougLipp.com Organizations That Reinvent Themselves Doug Lipp
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www.DougLipp.com Organizations That Reinvent Themselves Will Dominate Their Market! Doug Lipp
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www.DougLipp.com Maximize Your Potential:
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www.DougLipp.com Maximize Your Potential: Overcome the Obstacles
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www.DougLipp.com Maximize Your Potential: Overcome the Obstacles Create the Opportunities
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www.DougLipp.com The Obstacles
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www.DougLipp.com Obstacle #1 Let The “Old Ways” Rule
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www.DougLipp.com “Old Ways” Stuck in A Rut We’ve never done it this way “Order-Taker” “I’m not in sales”… What would Walt say?
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www.DougLipp.com Obstacle #2 “We’re Soooo Good”
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www.DougLipp.com “Soooo Good” Arrogance Complacency The One-Trick Pony
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www.DougLipp.com Obstacle #3 Everyone Else is: “A Jerk” “Incompetent” “Too Demanding”
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www.DougLipp.com “Everyone Else is a Jerk” Mutual Bashing & Contempt Robotic / Self-Centered Other Person’s / Group’s Fault
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www.DougLipp.com Obstacle #4 “Save” Your Way to Prosperity
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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
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www.DougLipp.com The Opportunities
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www.DougLipp.com Opportunity #1 Communicate
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www.DougLipp.com Communicate
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www.DougLipp.com Communicate Tear Down the Walls
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www.DougLipp.com Communicate Tear Down the Walls Consistency & Discipline
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www.DougLipp.com Communicate Tear Down the Walls Consistency & Discipline Words + Actions = Execution
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www.DougLipp.com Communicate Hire Right
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www.DougLipp.com Communicate Hire Right Train Right
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www.DougLipp.com Communicate Hire Right Train Right Treat Right
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www.DougLipp.com Communicate To Achieve & Sustain Your Culture
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www.DougLipp.com Opportunity #3 The World Is Changing… Are You?
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www.DougLipp.com Opportunity #4 Creativity “Disney Style” Know Your Customer!
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www.DougLipp.com Opportunity #4 Creativity “Disney Style” Walk In Their Shoes
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www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary…
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www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Solve Their Problems!
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www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Solve Their Problems! Prove Your Value!
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www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… “Where did I park my car?”
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www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… “When is the 3:00 Parade?”
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www.DougLipp.com Walk In Their Shoes From Ordinary to Extraordinary… Tigger Teambuilding
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