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

Bill Capodagli

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

Execution Vision Wings
In the long run, it costs more to provide poor rather than good service.
BILL CAPODAGLI

Cost Long Running
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

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

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

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