In the long run, it costs more to provide poor rather than good service.
BILL CAPODAGLIIn the long run, it costs more to provide poor rather than good service.
More Bill Capodagli Quotes
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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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Habits grow from obtaining knowledge, attitude and skills.
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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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When values are deeply embedded within an organization, they seldom change.
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Often we will learn more from our failures than we do from our successes.
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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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An idea becomes great when it becomes tangible.
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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.
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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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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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Productivity starts with doing the right things.
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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 key is to make sure you are doing the “right things” before you worry about doing things “right”.
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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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Organizational culture begins in HR. This means to hire for attitude and train for skill.
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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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Vision without execution is like a plane without wings, or Dumbo without ears, it just won’t fly.
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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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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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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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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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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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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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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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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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