Category Archives: Design

We don’t have a rule for that

Posted on March 8, 2012 by David

Do you have rules and procedures in place to figure out how to interpret your rules and procedures? Madison, known as the “Father of the Constitution” understood what it meant to have a system of rules in place. No rules, … Continue reading →

Posted in Design, Excellence, Good Service, Rules | 2 Comments

Something’s just not right

Posted on January 15, 2012 by David

Ever notice when something is out of place? This one may not look wrong weird by itself. But, walking on a nature trail, this one made me scratch my head. Think your customers notice when something is out of place? … Continue reading →

Posted in Attention to Detail, Design, Guestology | 1 Comment

Show Ready

Posted on April 7, 2011 by David

Are you “show ready”? Is everything in place? Are all the elements (script, lighting, scenery, props, actors) ready to play their part? If not, what’s missing? When it comes to having a successful show in a business, start by communicating … Continue reading →

Posted in Attention to Detail, Design, Employees, Quality, Show | 5 Comments

Shortcut followup

Posted on March 14, 2011 by David

A friend who worked in Orlando just moved to Japan 10 days ago to begin a new job. This wasn’t the kind of welcome he had in mind. Jarrod, we’re praying for you. Friends, pray for Jarrod and everyone else … Continue reading →

Posted in 31 Day Challenge, Design, Despair, Dread, Grateful, Impactful, Preparedness | Comments Off on Shortcut followup

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