Pay attention to details to exceed expectations

Multiple versions.

What it looks like with a nice coat of paint.

But it’s the extra detail that makes it a Disney standard.

Pay attention to details to exceed expectations.

In business terms, most describe focusing on the details as the effort required to exceed customer expectations.

A wonderfully professional paint job isn’t enough.

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i was there the Summer before Epcot Center opened

The day after i return from Glacier National Park, i plan to visit Epcot to say, “i was there.”

i was there the Summer before Epcot Center opened.

In fact, i arrived January 24, 1982.

Why?

The next day i was scheduled for Disney Traditions, the new Cast Member orientation class.

A few months later, tram tours around Epcot Center’s perimeter were offered to Cast Members and their Families.

My Dad and Stepmom were staying at Disney’s Polynesian Village Resort.

We have Super 8 movie footage (somewhere) of the whole place under construction.

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The 19 cultural blueprints for corporate architecture for business excellence

Photo i took at One Man’s Dream attraction at Disney’s Hollywood Studios.

The 19 cultural blueprints for corporate architecture for business excellence.

LEADERS (blueprints, site prep, foundation)
1. (Vision) a clear, concise, compelling vision
2. (Involvement) Create your tool box with at least 100 easy to implement developmental ideas
3. (Accountability) Develop your tool kit with your top three priorities for each: Employees, Customers, Business PLUS: Technical, Managerial, Behavioral.
4. (Commitment) Short list (7 or less) of internal leadership (and employee) values, with concise definition and sample behaviors.

EMPLOYEES (shell, walls, roof)
5. (History) Full-blown founder’s story capturing the organizational DNA (and an historian identified)
6. (Customs) Long list of company heritage as well as traditions (ongoing historical management)
7. (Icons) Comprehensive guide to corporate language, symbols, phrases, tag lines, etc (ongoing historical mgmt)
8. (Values) Categorize unique traits & behaviors your culture is famous for.
EMPLOYEES: Deep and broad integration with your 4 HR practices: Hire, Train, Inspire, Value.

CUSTOMERS (floor plans, doors, windows, walls, stairs, closets, etc)
9. (The Bullseye) Identify and define your quintessential service goal. Then embed it in your organization’s DNA
10. (360 Analysis) Exhaustive lists of Needs, Wants, Stereotypes (+-), Emotions (+-); this will fuel scalable ways to hit your bullseye all day, every day.
11. (Unifying goal) redress your vision statement in a pair of overalls and march it to the front line. This is your battle-cry, the reason you exist. This one blueprint is the most important tool for harvesting your work force’s discretionary effort.
12. (Decision Tree) Create your prioritized corporate decision making matrix based on your non-negotiable, famous for, and business need.

REPUTATION (Exterior style & landscaping)
13. (Your promise) This one’s easy, it’s your unifying goal.
14. (Delivering your promise) process map every customer (and employee) touch point and create exhaustive lists for delivering your quintessential service goal at every touchpoint, all day, every day.
15. (Connecting Emotionally) Create organizationally unique employee framework (your Company’s Customer Service blueprints) to allow for initial and ongoing training and development.

IMPROVE (functionality – plumbing, electric, hvac, lighting, etc)
16. (Generate Ideas) Build your corporate box and think inside it.
17. (Select ideas) Use process mapping, 360 analysis, financials, surveys, etc
18. (Implement ideas) Develop a corporate framework for Continuous improvement (CIP); a literal six sigma for dummies.
19. (Leader’s Role) Create environment where great ideas have no choice but to flourish. Everyone is creative, your ideas are separate from your identity, “yes, and”.

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Organizational Reputation Momentum

Yesterday’s lunch at Disney Springs.

Did you know that:

Customer satisfaction does not lead to customer loyalty?
Emotions trump everything else you offer in your customer’s experience?
Your customer’s loyalty is the most important business success metric?

Imagine if you could:

Learn the single criteria for ensuring and growing customer loyalty?
Equip your entire workforce to easily do more than they are paid to do to surprise and delight your customers?
Replicate and scale customer loyalty day in and day out?

You don’t have to imagine it. You’ll discover how to do all the above in the next 60 minutes, and you’ll not only hear the insights, you’ll experience many of them first hand before you leave this room.

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1. Open with 3 questions that introduce startling statistics or facts your listeners don’t know – but would like to know – about the:

* Scope of the problem you’re solving.

* Urgency of the issue you’re addressing.

* Dramatic shift in the trend or topic you’re discussing.

Are you thinking, “Where do I find these startling statistics or surprising facts?

You GTS – GOOGLE THAT STUFF. Just enter the following questions into your favorite search engine:

* What are shocking statistics about ____________ (your subject?)

* What are changing trends in ________ (your industry or profession?)

* What is recent research about _____ (the problem you’re solving?)

* What is startling news about _____ (the issue you’re addressing?)

2. Use the word IMAGINE linked with 3 aspects/benefits of your program that everyone in your audience would find appealing.

* By verbally painting the ideal scenario your program delivers; everyone is on the edge of their mental seat eager to hear more because they’re thinking, “Sounds good. Who wouldn’t want that?!”

3. Say, “You don’t have to imagine it…” and then offer real-world evidence showing how your program has already produced tangible results so audience members know this isn’t “too good to be true;” they can trust it (and you) because it has a successful track record and has helped people just like them get the results they want.

Best yet, all the above can be condensed into a succinct 60 second opening.

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This website is about our WORK. To ponder posts about our HQ, click here.

My favorite question while teaching at Disney Institute

We marvel at what this device does, and how much it costs.

My favorite question while teaching at Disney Institute?

So what?

Audiences marvel (mostly) at what Disney does and how Disney does it.

Disney Institute facilitators and consultants thrive on their personas, from being at the front of the room, constantly in the spotlight so to speak.

i however, felt it was a tragedy.

People get all hyped up about the what and the how – and all the Magic.

Then they arrive home and have no clue why we do what we do.

So i began ~~antagonizing~~ asking this question:

So what?

So what does any of this mean?

Are you going to build a tunnel under your organization like the Magic Kingdom?

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This website is about our WORK. To ponder posts about our HQ, click here.