Rainbow Babies & Children’s Hospital – A Disney Way Success Story – National Hospital Week

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

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

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

Engagement Begins with the Leader

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

The “Magic” Words that Can Increase Productivity Over 10%!

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