The Magic of Exceptional Customer Service & Leadership
Confession: There is no “Magic”
Confession: There is no “Magic” It’s Doing Ordinary Things Extraordinarily Well
Lessons From Disney: “Be Willing to Change To Remain the Same”
Organizations That Reinvent Themselves Doug Lipp
Organizations That Reinvent Themselves Will Dominate Their Market! Doug Lipp
Maximize Your Potential:
Maximize Your Potential: Overcome the Obstacles
Maximize Your Potential: Overcome the Obstacles Create the Opportunities
The Obstacles
Obstacle #1 Let The “Old Ways” Rule
“Old Ways” Stuck in A Rut We’ve never done it this way “Order-Taker” “I’m not in sales”… What would Walt say?
Obstacle #2 “We’re Soooo Good”
“Soooo Good” Arrogance Complacency The One-Trick Pony
Obstacle #3 Everyone Else is: “A Jerk” “Incompetent” “Too Demanding”
“Everyone Else is a Jerk” Mutual Bashing & Contempt Robotic / Self-Centered Other Person’s / Group’s Fault
Obstacle #4 “Save” Your Way to Prosperity
Save Your Way to Prosperity Fire the Matterhorn Climbers! Tinkerbell? What’s the ROI? Who Needs Training? Don’t Value Your Value
The Opportunities
Opportunity #1 Communicate
Communicate
Communicate Tear Down the Walls
Communicate Tear Down the Walls Consistency & Discipline
Communicate Tear Down the Walls Consistency & Discipline Words + Actions = Execution
Communicate Hire Right
Communicate Hire Right Train Right
Communicate Hire Right Train Right Treat Right
Communicate To Achieve & Sustain Your Culture
Opportunity #3 The World Is Changing… Are You?
Opportunity #4 Creativity “Disney Style” Know Your Customer!
Opportunity #4 Creativity “Disney Style” Walk In Their Shoes
Walk In Their Shoes From Ordinary to Extraordinary…
Walk In Their Shoes From Ordinary to Extraordinary… Solve Their Problems!
Walk In Their Shoes From Ordinary to Extraordinary… Solve Their Problems! Prove Your Value!
Walk In Their Shoes From Ordinary to Extraordinary… “Where did I park my car?”
Walk In Their Shoes From Ordinary to Extraordinary… “When is the 3:00 Parade?”
Walk In Their Shoes From Ordinary to Extraordinary… Tigger Teambuilding