Local Government Must Become Customer-Centric!

Why should any local government entity be concerned with customer service? Responding to this question, a county official noted that his county has earned its reputation largely due to the people who live, visit, and do business with it. As such, it owes great service to visitors, residents, and employees. Besides, it’s just good business. … Read more

National Seminars – Interview with Bill Capodagli

Click below to order Bill Capodagli Presents The Disney Way series – a CD-ROM package from National Seminars Group and SkillPath: The Disney Way Series The series is based on the books – The Disney Way, The Disney Way Fieldbook and Innovate the Pixar Way and also includes a Q & A with me.   Each month … Read more

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

Take Accountability for Your Career – The Talent Revolution Begins with You!

  Three weeks ago I wrote about the talent revolution (February 2, 2017). The essence of the piece is that too many organizations fail to develop talent; instead they treat employees as a commodity of “warm bodies”. However, employers do not deserve all the blame…often employees fail to take accountability for their own careers! I … Read more