Leadership Lessons from Memorial Day

Memorial Day has its roots as far back as 1868 and became an official holiday in 1971.  This is a day for honoring those who served and died in our armed forces and is a sobering reminder of sacrifice and honor. This holiday is a time for all of us to take a pause, practice…

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Don’t Blow It When You Get Busy

Businesses love the busy seasons. For many this is represented by November and December – but often many organizations find that they have a real uptick during the summer months as well.  When you think about amusement parks, zoos, home improvement, and the construction industry, their sales mimic the temperatures as they climb in the…

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Airlines Teach Us NOT to Do These 4 Things

We have all seen the videos.  We have all cringed as we see the airlines continue to misbehave. We have seen folks removed from planes, families disrespected, and bargain airlines take pride in their lack of Customer service. Now let’s begin by clearing the air.  Guests aren’t always right.  In fact, they are wrong a…

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It’s Truly a Matter of Trust

When everything starts with trust, it’s amazing what you can accomplish. When Associates trust their leaders, it drives more productive work environments which are more likely to put Guests at the center of everything. It also leads to less turnover, increased morale, and the reputation for being a best place to work. This in turn will…

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What I Learned About Customer Service When I Took My Nieces to Magic Kingdom

Some events are once in a lifetime kind of things. They are rights of passage that don’t come with do overs. For me, just this week, I had the chance to take my nieces to Walt Disney World for the very first time.  With special permission from their parents, we planned the girl’s first trip…

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Growing Success From Failure

Failure gets a bad rap. Certainly winning is much more fun, but there are certain lessons that can only be learned by falling flat on ones face. The reality is that often we don’t learn as much from success as we do from losing.  Winning is easier to deal with and can lead to complacency.…

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3 Ways to Help Associates Up Their Game

When you start to notice that your team isn’t performing at maximum potential, you have to move quickly. Performance management is a slippery proposition – and one that can very quickly deteriorate out of control. As leaders, one of our key values has to be to select, hire, train, and motivate the very best teams. …

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Making Customer Service Stick: 5 Tips to Sustain Culture

Sustaining any business initiative is one of the top struggles every organization faces. It is a constant struggle to breathe life into a strategy in such a way that gives it legs for the long term.  But any Customer service platform that is to succeed has to have the stickiness borne from constant attention, pruning,…

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Do Your Goals Make Sense?

Your team looks to you every day to ensure that the goals set forth for your organization make sense and that you are poised to lead the team to achieve them. Guests also depend upon your leadership as they expect organizations to keep refining their processes, innovating, and finding ways to make their lives easier.…

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How Details Can Win You More Loyal Customers

When it comes to building loyalty with your Guests any number of things can have an impact every single day. There are 321 things that have to be right in any business to make Guests happy and any one of them can be a reason why Customers stay with you or dump you for a…

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