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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.

Bill Capodagli

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
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
Today, with social media, thousands of potential customers can learn about horrible service within hours, minutes or even seconds after it happens.
BILL CAPODAGLI

Happen Horrible Minute Service Today
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
Vision without execution is like a plane without wings, or Dumbo without ears, it just won’t fly.
BILL CAPODAGLI

Execution Vision Wings
Habits grow from obtaining knowledge, attitude and skills.
BILL CAPODAGLI

Attitude Habit Skills
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
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
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
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
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.
BILL CAPODAGLI

Dream Greatness Organization
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
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
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.
BILL CAPODAGLI

Company Entertainment Entire Finest Standard
When values are deeply embedded within an organization, they seldom change.
BILL CAPODAGLI

Embedded Organization Values

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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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.

Related Topics

Popular Authors

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