Monthly Archives: September 2010

The Perfect Lunch

Posted on September 17, 2010 by David

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?

Posted on September 15, 2010 by David

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

Posted on September 14, 2010 by David

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 | Comments Off

Workplace Values – Integrity

Posted on September 13, 2010 by David

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 | Comments Off

5 Steps to clean up a mess

Posted on September 10, 2010 by David

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