Monthly Archives: September 2010

The Perfect Lunch

As part of my Disney Institute course on Quality Service, one of the lessons was devoted to Setting and how it is used as a delivery system within the framework Disney uses for their exceptional service. As one of the … Continue reading

Posted in Design, Disney Institute, Imperfect, Perception, Perfect, Quality Service, Setting | 8 Comments

Who is responsible?

You are a manager. Good! You are working the front line. Great! A customer comes in. Wonderful! They want to see you. Sweet! They don’t look happy. Uh-oh! They want to lodge a complaint about one of your employees. Rats! … Continue reading

Posted in Complaint, Customer Service, Front Line, Manager, Resolution, Responsible | 3 Comments

Post Script

As this blog has developed over the last 9 months, I’ve posted on an irregular basis. I am working on getting new posts out on Mondays, Wednesdays and Fridays. Thanks for your feedback publicly on the blog and privately to … Continue reading

Posted in Uncategorized | Leave a comment

Workplace Values – Integrity

Can Opener – Check Can of worms – Check How focused are you on the bottom line? What about integrity? What do you think are some common workplace values in a business that lacks integrity? These can be values that … Continue reading

Posted in Bottom Line, Goals, Integrity, Teamwork, Values, Vision | Leave a comment

5 Steps to clean up a mess

I received a Tweet the other day (yes, I’m a Twit-ter-er) about “How to clean up your social media mess in 5 simple steps”. As I read along, I realized that these 5 steps can be applied to any situation … Continue reading

Posted in Learning, Mistake, Move On, Responsibility, Right | 4 Comments