From The Disney Way 3rd Edition: Dr. Claudia Hoyen, Director of Innovation, University Hospitals, Cleveland, Ohio: “By employing the principles learned from The Disney Way [training], we are working to tap into our largest resource: our patients, their families, and the thousands of caregivers and support staff. Through them, we have found new ways to help … Read more
Mark passed away suddenly last week, but he will always be with us in spirit… The ACTS culture and set of core values have driven the company to reach the upper echelon of senior living organizations in America. Mark said: “Much like The Disney Way, we believe the ACTS loving-kindness model sets a standard for … Read more
“Values must be demonstrated through behaviors, but they are truly significant when they represent the beliefs of an entire organization.”
“People are over 20 times more likely to remember a story than a series of facts and figures. A good story touches our hearts.”
You may be aware of the recent events that have led to the damaged reputation of United Airlines. The story was told: United had to randomly select four passengers to alter their travel plans to make room for four United employees. A video of police officers dragging a passenger from the plane went viral. United … Read more
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
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
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