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 CAPODAGLIKnowledge is the understanding of what, how and why we need to do something. Skill is applying that knowledge in a practical situation.
More Bill Capodagli Quotes
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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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The key is to make sure you are doing the “right things” before you worry about doing things “right”.
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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”!
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Organizational culture begins in HR. This means to hire for attitude and train for skill.
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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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In the long run, it costs more to provide poor rather than good service.
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Habits grow from obtaining knowledge, attitude and skills.
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Productivity starts with doing the right things.
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When values are deeply embedded within an organization, they seldom change.
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People are over 20 times more likely to remember a story than a series of facts and figures. A good story touches our hearts.
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Often we will learn more from our failures than we do from our successes.
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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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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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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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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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