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
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
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
The business dictionary defines efficiency as: “The comparison of what is actually produced or performed with what can be achieved with the same consumption of resources (money, time, labor, etc.).” In today’s fast-paced volatile economy, what organization would not be concerned about efficiency? However, too many companies use efficiency as the driving force to do … Read more
February 6th is a memorable date in my life for three reasons: It is the birthday of our 40th president, Ronald Reagan; it is the wedding anniversary of my best friend of over forty years; and in 1992 on that date, my life was forever changed when an Air Force C130 crashed into the Drury … Read more
Too many organizations view their employees as merely a variable expense. Sure, CEOs will tell you that employees are their “number one” asset. But, they also say, “We manage turnover, and dispose of assets.” That never works in a “Disney Way” customer-centric culture. Let’s consider how Disney, an athletic team, a symphony orchestra, a Broadway … Read more
After all the times I have written, lectured and directed leaders about the benefits of “engagement”, here I go again. Indeed, the benefits of engaging customers are staggering…period. According to Bain Consulting Group, since 2001, “engaged” organizations have outperformed the S&P average cumulative share price by margins up to 99%! Simply stated, the reason why … Read more
No, it is not Bibbidi-Bobbidi-Boo, Supercalifragilisticexpialidocious, or even Meeska, Mooska, Mickey Mouse. It’s the simple, yet powerful, words your Mother taught you from the time you were just out of diapers: “PLEASE” AND “THANK-YOU!” It seems that those words were spoken in yesteryear a lot more frequently than they are today. So, where have … Read more
Happy New Year! Start the New Year out right by never assuming your product or service is a commodity. How many times have you thought, “We don’t have the time, money, or talent to innovate.” Or, “Our product is really a commodity, so we have to just make sure we can produce it at the … Read more
HAPPY HOLIDAYS FROM CAPODAGLI JACKSON – BILL, LYNN AND OUR MASCOT ELLI! Many of my Generation X and “Boomer” clients would like to receive a special Christmas gift this year – one that won’t fit under their tree: the “magic formula” for leading Millennials. By 2020, one in three American adults will be a Millennial … Read more