Category Archives: Policies

You’ve drawn the line – Now what?

Posted on September 29, 2010 by David

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

Posted on July 9, 2010 by David

“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