What i learned from Disney about…

What i learned from Disney about…

  1. leaders
  2. employees
  3. customers
  4. reputation
  5. improvement
  6. chain of excellence
  7. balance

Seven topics.

Seven books.

Disney books, all of them.

 

__________

 

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

 

This website is about our career health. To leave this site to read today’s post on my home health website, click here.

 

What Disney taught me about balance

What Disney taught me about balance…

Disney engrained in me the five keys to world-class organizational vibrancy.

  1. Leadership Excellence
  2. Employee Engagement
  3. Customer Service
  4. Brand Loyalty
  5. Creativity and Innovation

It’s simple:

Leaders set the internal employee service culture, if employees are happy they stay and if they stay they good at what they do.

Employees who are happy and good at what they do create good external service quality which generates customer satisfaction.

Customer  satisfaction is dangerous though because it does’t lead to customer loyalty.

The perception of superior value leads to customer loyalty. Doing more than the customer expects (at every touchpoint with your human resources, physical resources, and processes) creates the consistent perception of superior value.

Customer loyalty leads to revenue growth and profit, which leads to stakeholder value.

Stakeholder value (including non-profits) is the reason businesses are in business.

Profoundly simple.

Ridiculously elusive in spite of the baked in common sense.

 

__________

 

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

 

This website is about our career health. To leave this site to read today’s post on my home health website, click here.

 

Disney leadership definitions

At Disney, the word leader is attached to every salaried Cast Member. It was like that when i started at The World Famous Jungle Cruise in 1982. It’s still like that today, 18 months since i retired.

There are leaders with direct reports and leaders as individual contributors. i was both during my 30-year tenure.

Leaders with direct reports definition: You’re the person in charge, you don’t do any of the work, but you’re responsible for the outcome.

Leader’s without direct reports: You are a salaried professional in a peer group of other salaried individual contributors, all reporting to a higher level leader (but not always the same higher level leader).

There is no limit to the amount of hours a salaried leader can work in one week. The weekly pay however, remains set whether you work 50 or 80 hours.

Front line Cast Members are fundamentally distinguished from salaried leaders by their hourly rate of pay – for each and every hour worked.

Make no mistake about the hierarchy though, everyone at Disney – every single Cast Member – is a leader.

How?

Why?

Because every adult is a leader.

Every able bodied adult is the CEO of You, Inc.

Think about it.

 

__________

 

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

 

This website is about our career health. To leave this site to read today’s post on my home health website, click here.

 

These Disney business success books could be used as workbooks

Disney Institute off site programs
Serendipity yesterday – a flashback photo (2005) and a real time Disney Institute ad.

 

Disney Institute off site programs
Going price is whatever the market will bear.

 

Disney Institute off site programs
Sometimes, you have no choice but to have a disclaimer when you are working with non-company partners.

 

These Disney business success books could be used as workbooks.

Creative.

Never been down before.

Setting a new standard.

It’s kind of fun to do the impossible. – Walt Disney

 

__________

 

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

 

This website is about our career health. To leave this site to read today’s post on my home health website, click here.

The clearer you are the better your results

Disney Patient Satisfaction Keynote Speakers
We filled the seats (300-400 each time) twice a day for two consecutive days, two to three times a year.

 

The clearer you are the better your results.

We assume if we cover the stuff in orientation that it will stick.

How’s that working out for you?

We remind the team in our annual company meeting and assume it will help.

How’s that working out.

All day.

Everyday.

All three shifts.

Every employee.

Imagine if you could instantaneously say in priority order, “Here are our top three priorities.”

Can you imagine this?

To get there you need to be…

Driven.

Focused.

Relentless.

Nothing disconnects a willing employee faster (and longer) than holding them accountable for something they didn’t realize was more important than what they thought you meant was most important.

Nothing sabotages world class customer service faster than a disengaged employee who thinks their leader is clueless.

 

__________

 

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

This website is about our career health. To leave this site to read today’s post on my home health website, click here.