For those of you who know me, you’re probably surprised it took me this long to post a chapter dedicated to Disney. The truth is that I was waiting for my visit this week and inspiration hit me as I walked back into my hotel from a night at Hollywood Studios....
When you work with your team – particularly your front line team – you should act as though you are engaging directly with the customer. The reason is simple, but complicated all the same. The best way to describe this relationship is reflective...
The old story goes that President Kennedy was visiting NASA and started up a conversation with one of the cleaning staff. As he chatted with the gentleman, he asked him what he did for NASA. Now I am sure that this guy’s supervisor was white-knuckling it while...
It’s so easy to get caught up in the quest for “Amazing” or “Magical” service. We will certainly discuss those opportunities to do something really epic in later posts – because I definitely don’t want to dissuade you...
We’ve all had it happen, right? You roll your cart into the checkout line, place your groceries on the conveyor, and look up at your cashier only to realize that you’ve chosen the newbie line. Now that intake of breath that just happened and...
