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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.

Bill Capodagli

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.
BILL CAPODAGLI

Attitude Book Mother
In the best organizations, love is the real “pixie dust.”
BILL CAPODAGLI

Dust Love Real
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.
BILL CAPODAGLI

Culture Focus Long
The key is to make sure you are doing the “right things” before you worry about doing things “right”.
BILL CAPODAGLI

Keys Right Thing Worry
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.
BILL CAPODAGLI

Dream Greatness Organization
Often we will learn more from our failures than we do from our successes.
BILL CAPODAGLI

Failure Learn Success
Habits grow from obtaining knowledge, attitude and skills.
BILL CAPODAGLI

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

Cost Long Running
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
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
Love for coworkers, love for customers, love for the product and love for self. Walt Disney instilled all of these “loves” in his company. Each of these factors is critical to achieving success in any organization.
BILL CAPODAGLI

Factor Love Organization Self
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
Productivity starts with doing the right things.
BILL CAPODAGLI

Doing Productivity Right Thing
Write down your Dream or story; create your own unique Values, Believe in them, and use them to make all decisions; Dare to take some risks; and Do the planning, revisions and details to realize the Dream.
BILL CAPODAGLI

Believe Dare Dream Take Write
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

Media Mouth Years
Vision without execution is like a plane without wings, or Dumbo without ears, it just won’t fly.
BILL CAPODAGLI

Execution Vision Wings

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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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.

Related Topics

Popular Authors

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