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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.

Bill Capodagli

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

Dust Love Real
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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Media Mouth Years
Always look for ways to improve even the “good show.”
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Looks Shows Way
Productivity starts with doing the right things.
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Doing Productivity Right Thing
Often we will learn more from our failures than we do from our successes.
BILL CAPODAGLI

Failure Learn Success
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
Values must be demonstrated through behaviors, but they are truly significant when they represent the beliefs of an entire organization.
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Behavior Belief Organization
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
An idea becomes great when it becomes tangible.
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Become Ideas Tangible
Attitude is the desire to transform our knowledge into skills and ultimately into habits.
BILL CAPODAGLI

Attitude Habits Skills Transformation Ultimately
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
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
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
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
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

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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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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