Category Archives: Resolve

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

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

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, Basics, Challenge, Consistency, Encouragement, Innovation, Resolve | 7 Comments

Because it’s what we SHOULD do

“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

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