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

Bill Capodagli

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.
BILL CAPODAGLI

Changing People Retail Speak Year
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
Attitude is the desire to transform our knowledge into skills and ultimately into habits.
BILL CAPODAGLI

Attitude Habits Skills Transformation Ultimately
People are over 20 times more likely to remember a story than a series of facts and figures. A good story touches our hearts.
BILL CAPODAGLI

Heart People Stories
Productivity starts with doing the right things.
BILL CAPODAGLI

Doing Productivity Right Thing
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
In the long run, it costs more to provide poor rather than good service.
BILL CAPODAGLI

Cost Long Running
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 key is to make sure you are doing the “right things” before you worry about doing things “right”.
BILL CAPODAGLI

Keys Right Thing Worry
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.
BILL CAPODAGLI

Coworker Produce Results
In the best organizations, love is the real “pixie dust.”
BILL CAPODAGLI

Dust Love Real
Values must be demonstrated through behaviors, but they are truly significant when they represent the beliefs of an entire organization.
BILL CAPODAGLI

Behavior Belief Organization
Organizational culture begins in HR. This means to hire for attitude and train for skill.
BILL CAPODAGLI

Attitude Mean Skills
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.
BILL CAPODAGLI

Answers Habit Two
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

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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