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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.

Bill Capodagli

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

Attitude Habit Skills
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
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
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
Always look for ways to improve even the “good show.”
BILL CAPODAGLI

Looks Shows Way
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
In the long run, it costs more to provide poor rather than good service.
BILL CAPODAGLI

Cost Long Running
The role of any exceptional facilitator or consultant is to work themselves out of a job.
BILL CAPODAGLI

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

Dust Love Real
When values are deeply embedded within an organization, they seldom change.
BILL CAPODAGLI

Embedded Organization Values
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
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 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
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
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

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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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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Popular Authors

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