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 CAPODAGLIValues must be demonstrated through behaviors, but they are truly significant when they represent the beliefs of an entire organization.
More Bill Capodagli Quotes
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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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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!
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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.
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Innovate, don’t imitate. Set out to create a culture that is right for your organization, then work at making it happen.
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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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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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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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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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Vision without execution is like a plane without wings, or Dumbo without ears, it just won’t fly.
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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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In the long run, it costs more to provide poor rather than good service.
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The role of any exceptional facilitator or consultant is to work themselves out of a job.
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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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Often we will learn more from our failures than we do from our successes.
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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.
BILL CAPODAGLI