Month: March 2017
Consistency in Service, Product and Setting: Little Things Matter!
I recently stayed for a few days at a fabulous five-star oceanfront hotel. On the first morning, I ordered a side bowl of fruit for breakfast. Much to my delight, the waitress delivered a beautiful bowl of mixed fruit in a generously sized soup bowl. The next morning, I decided to order the fruit again, … Read more
The Disney Way in Battle Creek, Michigan
In the Words of Rebecca Fleury, City Manager, Battle Creek, Michigan “The City of Battle Creek began The Disney Way Customer-Centric program in August 2016 and finished in January 2017 with 500 of our 519 employees completing the three-day sessions. Feedback from the groups has been overwhelmingly positive and I can honestly say it has changed … Read more
The Disney Way in Royal Oak, Michigan
In the words of Kayla Barber-Perrotta, The Disney Way Customer-Service Champion/Management Analyst: “Prior to sending our employees through “Disney Way” training, morale was low amongst Royal Oak employees. Many had experienced the cut-backs and increasing workload brought about by the recession, and were frustrated by a lack of time, resources, and general hope. Since the “Disney … Read more
Throw Out Numerical Quotas!
A few weeks ago, you may have read my Weekly Chat on the topic of efficiency. It is a “hot button” for me because I continue to meet leaders who truly believe that work standards increase efficiency. In reality, work standards and numerical quotas may be the biggest culprits that impede overall quality and effectiveness. … Read more