Everyone knows I’m a huge believer the in Disney Managment Style and recognize that they are the benchmank for quality service. Think about this… What are the keys of Mickey Mouse Leadership? Walt Disney created Mickey Mouse in 1928 in the animated short, Steamboat Willie. Walt sketched out what he wanted in the character, and […]Read more "Mickey Mouse Leadershp"
What do customers expect? The same thing those we work with every day want and expect: Communication, Respect, Active listening, Support, Feel Valued, Trusted, Doing what you say you’re going to do, and feel Appreciated. What if we worked as hard for those we work with as the customers we serve?Read more "What if we treated those who work with us like customers?"
Be thoughtful. Provide a pleasant, easily navigable shopping experience. Chances are you hear the same questions over and over again from potential customers. Be impeccable with your words. Provide accurate product or service descriptions, and only make promises you can keep. You are better off under promising and over delivering than vice versa. Be polite. Your customers enjoy […]Read more "Be so nice to your customers that they won’t believe it!"
“Leadership is a reciprocal relationship between those who choose to lead and those who decide to follow”. And the rest of Kouzes and Posner’s book Credibility continues to build from there. My expectation of a book from Kouzes and Posner was already high when I started because of their tried and true The Leadership Challenge…a […]Read more "Friday’s Leadership Book Recommendation of the Week!"
Have to share this great article. I totally couldn’t agree more! It has happened to all of us: You’re being waited on at a restaurant, buying a product or returning something to a merchant, and as an employee is delivering some kind of service you say, “Thank you.” Good for you; your mother would be […]Read more "Giving a Kidney is a Problem, Providing Exceptional Service Is Not!"
For the past 28 years, The Leadership Challenge is a “bible” of leadership for me. For me, Posner & Kouzes (along with Ken Blanchard) are the Godfathers of modern leadership. This book was first published in 1987, and YES I do have the first edition. But this book is still very much relevant. The Five […]Read more "Friday’s Leadership Book Recommendation of the Week!"