Category Archives: Policies

You’ve drawn the line – Now what?

For whatever reason, you have drawn your line in the sand. Whether it is a policy violation from one of your employees or a customer who is trying to take advantage of you, you have said enough is enough. Now, … Continue reading

Posted in Disappointment, Integrity, Policies, Reputation | 2 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