Category Archives: Rules

Why the reminder?

Posted on June 19, 2012 by David

Because we forget. We need subtle reminders as well as the two-by-fours smacked on the side of our heads. Tweet

Posted in Priority, Rules, Safety | 2 Comments

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

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