Today, with social media, thousands of potential customers can learn about horrible service within hours, minutes or even seconds after it happens.
BILL CAPODAGLIPeople are over 20 times more likely to remember a story than a series of facts and figures. A good story touches our hearts.
More Bill Capodagli Quotes
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Attitude is the desire to transform our knowledge into skills and ultimately into habits.
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The results of “engaged” companies vs “disengaged” companies are staggering. Getting workers to be more engaging with their coworkers and customers can produce huge results.
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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.
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The role of any exceptional facilitator or consultant is to work themselves out of a job.
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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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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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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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In the best organizations, love is the real “pixie dust.”
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Always look for ways to improve even the “good show.”
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Productivity starts with doing the right things.
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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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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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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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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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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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When values are deeply embedded within an organization, they seldom change.
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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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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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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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Vision without execution is like a plane without wings, or Dumbo without ears, it just won’t fly.
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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 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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Often we will learn more from our failures than we do from our successes.
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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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