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 CAPODAGLIWalt’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.
More Bill Capodagli Quotes
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Vision without execution is like a plane without wings, or Dumbo without ears, it just won’t fly.
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Today, with social media, thousands of potential customers can learn about horrible service within hours, minutes or even seconds after it happens.
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If your values are not used as the constitution of your organization, or if they are compromised, they become just words on paper.
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In 1962, Sam Walton changed the face of retailing with Wal-Mart. As we speak, Amazon is again changing the face of retail with on-line buying.
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The two greatest role models in my professional career were Walt Disney and Dr. Deming. Dr. Deming was the Father of Total Quality Management and the person who redefined quality for the entire world.
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There is an old Indian saying, “When legends die, dreams end. When dreams end, there is no more greatness.” Leaders like Walt Disney inspire their organizations to keep their legends and stories alive.
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When you focus on results, you will very seldom see a change in your culture. But, if you focus on a customer-centric culture, you will realize long-term results.
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Productivity starts with doing the right things.
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Innovate, don’t imitate. Set out to create a culture that is right for your organization, then work at making it happen.
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An idea becomes great when it becomes tangible.
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My mother’s work ethic, her attitude, and the way she treated each and every customer as if they were her best friend were better lessons than could be found in all the text books in the world.
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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!
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Values must be demonstrated through behaviors, but they are truly significant when they represent the beliefs of an entire organization.
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Attitude is the desire to transform our knowledge into skills and ultimately into habits.
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The role of any exceptional facilitator or consultant is to work themselves out of a job.
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Social media can work to a CEO’s advantage. Someone with a great product in a small town in the middle of nowhere can compete in the world marketplace.
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Knowledge is the understanding of what, how and why we need to do something. Skill is applying that knowledge in a practical situation.
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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.
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Always look for ways to improve even the “good show.”
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Often we will learn more from our failures than we do from our successes.
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The key is to make sure you are doing the “right things” before you worry about doing things “right”.
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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.
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Habits grow from obtaining knowledge, attitude and skills.
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One of the reasons for The Walt Disney Company’s long- term success is really the first of Dr. Deming’s famous points, “create constancy of purpose.” In his professional career,
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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.
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Organizational culture begins in HR. This means to hire for attitude and train for skill.
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