Category Archives: Disney

So there’s this guy at the airport . . .

Posted on November 24, 2010 by David

And he keeps smiling at everyone who passes by. He seems to be talking more to airport employees rather than passengers. But he’s not wearing a badge. It doesn’t appear that he works here. He keeps asking people if they … Continue reading →

Posted in Customer, Disney, Greeting, Magic, Potential | 2 Comments

Results May Vary

Posted on November 12, 2010 by David

On the heels of yesterday’s post (Some Restrictions May Apply) is today’s post, Results May Vary. You can’t use the same approach for each customer because no two customers are alike. The same can be said of your employees. No … Continue reading →

Posted in Disney, Disney Institute, Guestology, Process, Results, Variety | Comments Off on Results May Vary

Let’s be careful out there

Posted on October 25, 2010 by David

Wow! I was going through my old posts and saw that this one was still labeled as “draft” and not published. Not to worry. I want to offer some of the lessons learned from the Disney Institute’s Quality Service program … Continue reading →

Posted in Disney, Quality, Safety, Standards | 2 Comments

TOMA

Posted on October 13, 2010 by David

T.O.M.A. No. Not TOGA. This isn’t a college frat party! T.O.M.A. = Top Of Mind Awareness A fellow blogger and Disney Institute alum recently commented that in her business, a bulk-mail operation in Indiana, she has clients calling her before … Continue reading →

Posted in Brand Loyalty, Disney, Disney Institute, Recognition | 4 Comments

Continuous Improvement Process

Posted on January 17, 2010 by David

Speaking of Disney, our visit to Textile Services as part of Disney’s Approach to Leadership Excellence included a 30-minute Q & A session with a supervisor who went over their Continuous Improvement Process (CIP). The emphasis was on continuous. This … Continue reading →

Posted in CIP, Continuous, Disney, Improvement, Leadership | Comments Off on Continuous Improvement Process