In the long run, it costs more to provide poor rather than good service.
BILL CAPODAGLIMy 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.
More Bill Capodagli Quotes
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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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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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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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Often we will learn more from our failures than we do from our successes.
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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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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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In the best organizations, love is the real “pixie dust.”
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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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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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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.
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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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An idea becomes great when it becomes tangible.
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Habits grow from obtaining knowledge, attitude and skills.
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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.
BILL CAPODAGLI