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Week 14

Posted by Dan Carter | Posted in One Idea a Day | Posted on 03-03-2014

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With more than $38 billion in annual revenues and $7.6 billion in operating income in 2010, with more than 28,000 hotel rooms in 34 hotels and 4 theme parks, over 200 restaurants and more than 10,000 people that are called cast members at Disney you would have to call this company a magical organization – but how do they do it?

According to the book “Be Our Guest” it is this simple – Exceeding expectations by attending to the details is how you can create practical magic for your customers.  Quality Service – Quality Services means exceeding your guests’ expectations by paying attention to every detail of the delivery of your products and services. It’s simple and less than astounding but the challenge is living up to the requirements of Quality Service – many companies can wow their customers on occasion but few are able to accomplish it daily.  What is the magic that you can use to commit to building an organization that will and can exceed expectations?

What amazes me is that Disney is able to engage 150,000 employees in a vision and commitment to deliver quality service every day. So, as a leader of an organization, company, or community, how have you been able to engage your people to believe in one vision? How did you share your vision and get your people to commit to the standards that you have set?

Do you believe that quality service can be a competitive edge for your organization? If so, what steps have you taken to train your people and how are you accountable to delivering Quality Services?

I will be taking the Disney Institute Leadership Program this March to learn more.  I look forward to sharing that experience with you!

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