In a “carnival-style” retail shop at Disney California Adventure, I found this humorous play on the oft repeated phrase, “Quality Guaranteed.” “Quality Guaranteed” is such an overused statement. It usually is used as a gimmick to get you to go with doing business with an organization. Seldom is it really meant. If I found an … Read moreIs Quality Guaranteed?
Last fall, our pre-conference workshop with the SHRM Strategy Conference visited Red Door Interactive. Red Door is an up-and-coming internet marketing agency based in San Diego, with additional offices in Denver. Many organizations have core values. Red Door does too. It includes these four: Inspire–Encouraging others through inspiration. Share–Impart everything–what you have and what you … Read moreCore Values at Red Door Interactive
I’m very excited to announce the 2nd Edition of The Wonderful World of Customer Service at Disney. When the first edition of The Wonderful World of Customer Service at Disney came out, my rationale for writing the book came from the fact that I didn’t feel anyone was really telling people what customer service was … Read moreThe New 2nd Edition of The Wonderful World of Customer Service at Disney
Are you heading to SHRM’s Strategic Conference? If so, you must join us for our pre-conference workshop this year. Our Lead With Your Customer program this year takes a look on the inside of three great companies and brands. Listed by Fortune Magazine as one of the 100 great places to work, Scripps Health is an outstanding … Read moreJoin us in San Diego!
A few years ago, I found myself outside a hospital walking past this presentation. Following the name of the hospital, the sign says: “For our Non-Smoking Patients, Visitors & Staff “If You Must Smoke Please Move Further Down The Sidewalk To The Seating Area “THANK YOU” If you look further on, you can see that there … Read moreThe Golden Rule & The Platinum Rule
A couple of months ago, I took my daughter to a hospital that out of the kindness of my heart I will not name. It is a prestigious hospital being well known nationally. Yet, it was a disappointing experience. We had driven two hours to see a particular specialist, only to have that individual replaced … Read moreThat Alternate Universe Known as Entitlement
A distinct feature about World Class Benchmarking programs is that we spend very little time in the classroom. We usually are out on the road visiting some of the really great organizations out there. They must be great, because eight of those organizations we have benchmarked showed up this year in Fortune 100 Magazine’s Top … Read moreCongratulations to Great Organizations
Motorcycle engines have all sorts of sophisticated terms and parts. One of them is something called a shift point. A shift point is the best engine r.p.m. at which to shift gears. With most Harley makes, you have six shift points. But at Orlando Harley, their six shift points refer to something else as well. … Read moreHarley Davidson’s Six Shift Points For Great Customer Service
Forbes Magazine has named Sammamish, Washington as the friendliest city in America. With a population of 46,700, this bedroom community to Microsoft was ranked by Nextdoor.com, a San Francisco-based social network for neighborhoods that assess small metro areas with populations between 5,500 and 150,000. There are a number of factors that lend themselves to be … Read moreWhat Makes Sammamish America’s Friendliest Town?