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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.

Bill Capodagli

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 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”!
BILL CAPODAGLI

Improvement Innovation Today
Productivity starts with doing the right things.
BILL CAPODAGLI

Doing Productivity Right Thing
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
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
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
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
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
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
When values are deeply embedded within an organization, they seldom change.
BILL CAPODAGLI

Embedded Organization Values
In the long run, it costs more to provide poor rather than good service.
BILL CAPODAGLI

Cost Long Running
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.
BILL CAPODAGLI

Attitude Book Mother
The role of any exceptional facilitator or consultant is to work themselves out of a job.
BILL CAPODAGLI

Exceptional Jobs Roles
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
In the best organizations, love is the real “pixie dust.”
BILL CAPODAGLI

Dust Love Real
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
Always look for ways to improve even the “good show.”
BILL CAPODAGLI

Looks Shows Way
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
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
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
Organizational culture begins in HR. This means to hire for attitude and train for skill.
BILL CAPODAGLI

Attitude Mean Skills
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
An idea becomes great when it becomes tangible.
BILL CAPODAGLI

Become Ideas Tangible
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
Habits grow from obtaining knowledge, attitude and skills.
BILL CAPODAGLI

Attitude Habit Skills
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

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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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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