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In the long run, it costs more to provide poor rather than good service.

Bill Capodagli

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

Embedded Organization Values
Always look for ways to improve even the “good show.”
BILL CAPODAGLI

Looks Shows Way
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
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 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.
BILL CAPODAGLI

Creativity Dream Organization
Innovate, don’t imitate. Set out to create a culture that is right for your organization, then work at making it happen.
BILL CAPODAGLI

Culture Happens Organization
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.
BILL CAPODAGLI

Media Middle Nowhere World
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
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
Organizational culture begins in HR. This means to hire for attitude and train for skill.
BILL CAPODAGLI

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

Dust Love Real
In the long run, it costs more to provide poor rather than good service.
BILL CAPODAGLI

Cost Long Running
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

Attitude Skills Understanding
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
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
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

In the long run, it costs more to provide poor rather than good service.

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In the long run, it costs more to provide poor rather than good service.

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