Tag: Culture

7 Work Questions

conference room tables set with workbooks
Thick conference workbooks can be transformational, or forgotten.
60-second video: First and only take, to capture a thought in front of Cinderella Castle.

Disney Customer Service Keynote Speaker.

Seven work questions.

Do you want what i offer, what i solve for?

(i think everyone wants it, but no one knows it yet, and maybe never)

Consider your immediate answer to seven simple Customer Service leadership questions:

  1. What is the supreme goal?
  2. What are the free, unlimited (and fun) tools to achieve that goal?
  3. What’s the compelling reason for every employee to do it?
  4. What happens when you know all three answers?
  5. What happens when you don’t know all three answers?
  6. What happens when everyone knows all three answers?
  7. What happens when no one knows all three answers?

Bonus notes:

  1. Question 1 is strategy.
  2. Question 2 is tactics.
  3. Question 3 is why you exist.
  4. Question 4 is individual perfection.
  5. Question 5 is an individual nightmare (curse?).
  6. Question 6 is organizational perfection.
  7. Question 7 is an organizational nightmare (curse?).

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This website is about our WORK. To ponder today’s post about our HOME, click here.

How many people?

How many people work full-time in:

Finance?

Enrollment?

Marketing?

Human Resources?

Maintenance?

Leadership?

Legal?

Recruitment?

New construction?

New Campus openings?

Um, hmm…there’s one more i forgot to mention…

Culture?

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This website is about our WORK. To ponder today’s post about our HOME, click here.

There have been worse times

Trump and Putin on Time Magazine cover
Bottom caption worth noting. Screenshot Nov. 06, 2024.
6-second video: Hi Stacy. Hi Steve. Great seeing you last week.

Make every employee at every level in charge of three areas:

  • Head of picking up trash.
  • Head of exceeding customer expectations.
  • Head of creativity and innovation.

Humans crave purpose.

Give them a variety so they don’t get bored.

Note: There’s an exception to every rule.

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This website is about our WORK. To ponder today’s post about our HOME, click here.

Why does this matter, work

Context: This is a conversation in my head with a former client.

This is crazy obvious to me. Probably lost on you. No offense. Just (relentlessly) trying to be helpful.

If you had chosen Disney Institute 10 years ago, do you have any idea…

How many Facilitators, Sr. Facilitators, and Business Advisors you’d go through in a decade?

How many times the “new” helpers (staff) would have to start from scratch, after reading some summary notes from previous helpers?

How many times you would have to explain where you’ve been, where you are now, and where you want to be?

How much detail, big picture, nuance, trials & tribulations, triumphs, all hands on deck organizational ‘saves’ you and your team have been through.

How much time your family has spent with the new helpers.

Etc, etc.

Insight: Relationships are key. Knowing the owner is 10x better than being passed around over the years. Or maybe i’m alone in seeing it this way. Or, maybe i’m hitting the bullseye.

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This website is about our WORK. To ponder today’s post about our HOME, click here.

Culture works as designed

Funny bumper stick
During today’s 10 mile walk through my community, i saw this bumper sticker while walking through the Publix grocery store parking lot. It made me smile.

Culture works as you’ve designed it.

So, your culture isn’t failing, it’s working exactly as you’ve designed it.

Failing is synonymous with under-performing.

Want a better (or much better) performance culture?

Write a better (or much better) cultural design.

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This website is about our WORK. To ponder today’s post about our HOME, click here.