De-fence, De-fense

It's the only picture I could find with a fence.

A fence can be used as a decoration or as a boundary. But when do you need a fence? What about a defense?

A defense is necessary when there is an offense. Stay with me here. There’s a point.

How can you mount a successful defense if you don’t know what’s attacking you? Know yourself and know your competition.

Besides, they are probably doing their best to know you and your business.

Posted in Business Growth, Competition, Guestology, Uncategorized | 4 Comments

That’s not static you hear

They KNOW their relationship with their team members.

Our relationships are not static. They will change over time as we learn more about the other person.

In order to develop relationships, we need to know two things:

1. We need to know ourselves.

2. We need to know the other person.

This will work in any relationship; family, friends, job. Relationships involve on-the-job training. You work through the differences because you learn and you adapt.

Got kids? Pets? Think about the first day they were introduced into your life. Do you treat them the same now as you did on day one?

Let’s hope not.

Posted in Growth, Learning, Relationship, Team | 6 Comments

“Green side up . . . “

A quote made famous by Dick Nunis, then the Executive VP of both Disneyland and Walt Disney World on the night before Walt Disney World was scheduled to open. He was shouting instructions to the hundreds of volunteers laying sod, “Green side up! Remember, Green side up!”

Common sense has you laying sod with the dirt side down and the green side up. Right?

But sometimes we fail to communicate  the most basic principles that are necessary to carry on the day-to-day functions of our business.

Just as your goals should be clear, concise and compelling, your communication to your team should follow these same points. Clear – 3 simple words, Concise – not brown, but changing the brown dirt to a lush green lawn overnight. Compelling – the park would open in the morning. The sod needed to be put down NOW!

No matter how simple the message, it still needs to be communicated in a clear, concise and compelling way as to bring on action and results.

Posted in Consistency | Tagged | 2 Comments

Shutter at the thought

I have a new appreciation for professional painters. HAD to get ours painted.

Funny (peculiar) what you will do when faced with a deadline. I climbed an extension ladder and painted the faded shutters.

It really was a pane. I wasn’t sure the paint woodwork.

While we’re on the subject, a Zen master went to the hot dog vendor and asked him to “make me one with everything.” So he did. Told him it would be two bucks. The master gave him a $20. The vendor put it in the till. The Zen master asked for his change. To which, the vendor answered . . . .

Are you ready? . . .

“Change must come from within.”

In my attempt to be punny today, I was hoping to point out that when your back is against the wall, you can do amazing things.  You don’t have to wait until you’re faced with a huge deadline.

Life has a deadline. Live life before you reach its deadline.

Posted in Challenge, Change | 7 Comments

They had my back

Glad they "rose" to the occasion.

Dinner reservations? Check

Babysitter coordinated? Check

Flowers? Oops . . .

That’s okay. The restaurant had my back. It’s the level of service they are known for. Yeah, the food is mighty awesome too.

But our server (Steven was great!), the setting (8th floor with a view of downtown),  and their attention to details (processes) had everything covered.

This may not mean a lot to you. If you’d like to learn more about it, I suggest checking out this link. And no, I don’t work for them. It’s just something I believe is a great asset to any business.

PS. Happy Birthday, Jeannie. And a special thank you to N & P!

Posted in Attention to Detail, Cast Member, Customer Service, Disney Institute, Process, Quality Service, Setting, Word of Mouth | 2 Comments