Category Archives: Resolve

“Hang on to them hats and glasses folks . . .”

Posted on April 15, 2012 by David

Nobody said the road to success would be easy. You’ve already probably experienced disappointment along your journey. Unless it’s a deadly path you’re on, don’t quit. Quitting is synonymous with dying. Think of the lesson you’re teaching by quitting. Enjoy … Continue reading →

Posted in Disappointment, Encouragement, Resolve | Comments Off on “Hang on to them hats and glasses folks . . .”

There will be no post today

Posted on May 14, 2011 by David

There will be no blog post today. Innovation can take a rest. Let someone else be innovative today. I’m tired. Yeah . . . . right! The planning can still be working in the background. The creative juices are still … Continue reading →

Posted in allforthecustomer.com, Basics, Challenge, Consistency, Encouragement, Innovation, Resolve | 7 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

Ya’ gotta have H.E.A.R.T. – Handling Customer/Guest Problems

Posted on May 16, 2010 by David

It’s a pretty safe bet to say that most of us have a heart. Well, at least we have a heartbeat. Recently, as part of my Disney Institute course, we were asked to have heart. This came from a guest … Continue reading →

Posted in Acknowledge, Customer, Empathize, Guest, Resolve, Thank | Comments Off on Ya’ gotta have H.E.A.R.T. – Handling Customer/Guest Problems