380 likes | 619 Views
The Magic of Exceptional Customer Service & Leadership. Confession: There is no “Magic”. Confession: There is no “Magic” It’s Doing Ordinary Things Extraordinarily Well. Lessons From Disney: “Be Willing to Change To Remain the Same”. Organizations That Reinvent Themselves
E N D
The Magic of Exceptional Customer Service & Leadership www.DougLipp.com
Confession: There is no “Magic” www.DougLipp.com
Confession: There is no “Magic” It’s Doing Ordinary Things Extraordinarily Well www.DougLipp.com
Lessons From Disney: “Be Willing to Change To Remain the Same” www.DougLipp.com
Organizations That Reinvent Themselves Doug Lipp www.DougLipp.com
Organizations That Reinvent Themselves Will Dominate Their Market! Doug Lipp www.DougLipp.com
Maximize Your Potential: www.DougLipp.com
Maximize Your Potential: Overcome the Obstacles www.DougLipp.com
Maximize Your Potential: Overcome the Obstacles Create the Opportunities www.DougLipp.com
The Obstacles www.DougLipp.com
Obstacle #1 Let The “Old Ways” Rule www.DougLipp.com
“Old Ways” • Stuck in A Rut • We’ve never done it this way • “Order-Taker” • “I’m not in sales”… • What would Walt say? www.DougLipp.com
Obstacle #2 “We’re Soooo Good” www.DougLipp.com
“Soooo Good” • Arrogance • Complacency • The One-Trick Pony www.DougLipp.com
Obstacle #3 Everyone Else is: “A Jerk” “Incompetent” “Too Demanding” www.DougLipp.com
“Everyone Else is a Jerk” • Mutual Bashing & Contempt • Robotic / Self-Centered • Other Person’s / Group’s Fault www.DougLipp.com
Obstacle #4 • “Save” Your Way • to • Prosperity www.DougLipp.com
Save Your Way • to • Prosperity • Fire the Matterhorn Climbers! • Tinkerbell? What’s the ROI? • Who Needs Training? • Don’t Value Your Value www.DougLipp.com
The Opportunities www.DougLipp.com
Opportunity #1 Communicate Communicate Communicate www.DougLipp.com
Communicate www.DougLipp.com
Communicate • Tear Down the Walls www.DougLipp.com
Communicate • Tear Down the Walls • Consistency & Discipline www.DougLipp.com
Communicate • Tear Down the Walls • Consistency & Discipline • Words + Actions = Execution www.DougLipp.com
Communicate • Hire Right www.DougLipp.com
Communicate • Hire Right • Train Right www.DougLipp.com
Communicate • Hire Right • Train Right • Treat Right www.DougLipp.com
Communicate • To Achieve & Sustain • Your Culture www.DougLipp.com
Opportunity #3 The World Is Changing… Are You? www.DougLipp.com
Opportunity #4 Creativity “Disney Style” Know Your Customer! www.DougLipp.com
Opportunity #4 Creativity “Disney Style” Walk In Their Shoes www.DougLipp.com
Walk In Their Shoes • From Ordinary to Extraordinary… www.DougLipp.com
Walk In Their Shoes • From Ordinary to Extraordinary… • Solve Their Problems! www.DougLipp.com
Walk In Their Shoes • From Ordinary to Extraordinary… • Solve Their Problems! • Prove Your Value! www.DougLipp.com
Walk In Their Shoes • From Ordinary to Extraordinary… • “Where did I park my car?” www.DougLipp.com
Walk In Their Shoes • From Ordinary to Extraordinary… • “When is the 3:00 Parade?” www.DougLipp.com
Walk In Their Shoes • From Ordinary to Extraordinary… • Tigger Teambuilding www.DougLipp.com