Category Archives: Chaos

New life out of tragedy

A customer came in last night looking for a particular item. It was going to be a special order item and the customer was willing to wait. No problem she said. It was the way she said it that caught … Continue reading

Posted in Career, Change, Chaos | 3 Comments

Because it’s what we SHOULD do

“It’s not our fault, but it is our problem.” At the The Disney Institute, this axiom is taught as a foundation for the level of service that they offer to each guest and each Cast Member. The perfect example came … Continue reading

Posted in Chaos, Customer Service, Disney Institute, Policies, Problem, Procedures, Refunds, Resolve, Rules, Should | 2 Comments