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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.

Bill Capodagli

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

Attitude Habit Skills
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
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
When values are deeply embedded within an organization, they seldom change.
BILL CAPODAGLI

Embedded Organization Values
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.
BILL CAPODAGLI

Career Father Great Two
Always look for ways to improve even the “good show.”
BILL CAPODAGLI

Looks Shows Way
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
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
Attitude is the desire to transform our knowledge into skills and ultimately into habits.
BILL CAPODAGLI

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

Cost Long Running
Often we will learn more from our failures than we do from our successes.
BILL CAPODAGLI

Failure Learn Success
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
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
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,
BILL CAPODAGLI

Careers Long Passion
The role of any exceptional facilitator or consultant is to work themselves out of a job.
BILL CAPODAGLI

Exceptional Jobs Roles
If your values are not used as the constitution of your organization, or if they are compromised, they become just words on paper.
BILL CAPODAGLI

Constitution Organization Paper

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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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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