In the long run, it costs more to provide poor rather than good service.
BILL CAPODAGLIWalt 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!
More Bill Capodagli Quotes
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Always look for ways to improve even the “good show.”
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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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Write down your Dream or story; create your own unique Values, Believe in them, and use them to make all decisions; Dare to take some risks; and Do the planning, revisions and details to realize the Dream.
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Habits grow from obtaining knowledge, attitude and skills.
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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.
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An idea becomes great when it becomes tangible.
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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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Organizational culture begins in HR. This means to hire for attitude and train for skill.
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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.
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When values are deeply embedded within an organization, they seldom change.
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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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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.
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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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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.
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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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Attitude is the desire to transform our knowledge into skills and ultimately into habits.
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Productivity starts with doing the right things.
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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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The key is to make sure you are doing the “right things” before you worry about doing things “right”.
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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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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,
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People are over 20 times more likely to remember a story than a series of facts and figures. A good story touches our hearts.
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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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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.
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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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In the best organizations, love is the real “pixie dust.”
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