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Twenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers.

Bill Capodagli

Today, with social media, thousands of potential customers can learn about horrible service within hours, minutes or even seconds after it happens.
BILL CAPODAGLI

Happen Horrible Minute Service Today
The role of any exceptional facilitator or consultant is to work themselves out of a job.
BILL CAPODAGLI

Exceptional Jobs Roles
The best ideas can come from anyone within an organization. Leaders must remember that if they want employees to embrace a new organizational “Dream” or strategy, they need to include them and seek their ideas. Creativity is NOT just for the R&D department.
BILL CAPODAGLI

Creativity Dream Organization
When values are deeply embedded within an organization, they seldom change.
BILL CAPODAGLI

Embedded Organization Values
Innovate, don’t imitate. Set out to create a culture that is right for your organization, then work at making it happen.
BILL CAPODAGLI

Culture Happens Organization
In today’s global economy, innovations and improvements to products and services are not only happening more rapidly than ever before in history, they are being communicated instantaneously. So, it’s “innovate or die”!
BILL CAPODAGLI

Improvement Innovation Today
An idea becomes great when it becomes tangible.
BILL CAPODAGLI

Become Ideas Tangible
Walt Disney said everything he had ever accomplished was a result of Mickey Mouse. Mickey was Walt’s alter ego and he was originally modeled after Charlie Chaplin’s Little Tramp character. So without Chaplin, who knows what Mickey would have become!
BILL CAPODAGLI

Character Ego Littles
The two critical questions to ask are: “Who is my customer?” and “What value am I adding?” Unfortunately, many workers cannot answer these questions. They tend to blindly do things, and develop bad habits of doing things over and over for no good reasons.
BILL CAPODAGLI

Answers Habit Two
In the long run, it costs more to provide poor rather than good service.
BILL CAPODAGLI

Cost Long Running
Values must be demonstrated through behaviors, but they are truly significant when they represent the beliefs of an entire organization.
BILL CAPODAGLI

Behavior Belief Organization
The results of “engaged” companies vs “disengaged” companies are staggering. Getting workers to be more engaging with their coworkers and customers can produce huge results.
BILL CAPODAGLI

Coworker Produce Results
Walt’s major passion was to provide the finest in family entertainment. For the most part, for nearly a century, the Company has stayed true to that legacy, and has set the standard for the entire entertainment industry.
BILL CAPODAGLI

Company Entertainment Entire Finest Standard
People are over 20 times more likely to remember a story than a series of facts and figures. A good story touches our hearts.
BILL CAPODAGLI

Heart People Stories
Knowledge is the understanding of what, how and why we need to do something. Skill is applying that knowledge in a practical situation.
BILL CAPODAGLI

Attitude Skills Understanding
Organizational culture begins in HR. This means to hire for attitude and train for skill.
BILL CAPODAGLI

Attitude Mean Skills

Twenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers.

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Twenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers.

Related Topics

Popular Authors

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