While selecting this photo from my voluminous iPhone photo library, i mistook it for Glacier’s Continental Divide profile from far away. After adding it and starting this post, realized it’s my backyard tree line from our roof. Context, focus, and randomness all work together for a greater good.
The satisfaction from risk taking dwarfs the satisfaction from waiting and doing nothing.
dad
Customers:
Solicit ‘extra-inch’ culture story from each cabinet member weekly. * copy me 08.19.22
Share one ‘extra-inch’ culture story in every town hall mtg
Have someone compile every ‘extra-inch’ culture story (copy me 08.19.22)
Create ‘extra-inch’ culture stories viewing area (use multiple, diverse, redundant methods) (copy me 08.9.22)
• • • • •
This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.
Disney Customer Service basic, “Make eye contact and smile.”
Disney’s Seven Service Guidelines (circa 1990’s)
Spiritually out of office alert…
Assuming we have agreed our out-of-office alerts have ample opportunity for helpful details, let’s proceed farther.
What opportunities remain for going the extra inch in simple, scalable, out-of-office alerts?
Look no farther than the Employee Pillar.
History, customs, icons, values.
Can the way you craft your enterprise-wide out of office alerts embed cultural DNA?
Assuming yes, what is the low-hanging fruit?
The lamp?
“Pure Nursing”?
Galen’s colors?
Other taglines, words, images, quotes, history, values?
Our journey to understand how seemingly insignificant, robotic (even dogmatic) our out-of-office alerts are, suddenly, we see small details — important Galen details — that add Galen ‘Magic’ to the customer’s experience.
All this opportunity to surprise and delight, and it’s coming from a seemingly insignificant OOO alert.
Wow!
• • • • •
This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.
West Chester University Sig Ep House. Lived on second floor for a year.
From a lifetime at Disney, particularly the last 15 years at Disney Institute, i saw first hand from countless (about 2,000) looks inside industries and organizations, that an overwhelming majority are like a ship without a rudder.
No rudder.
No foundational, guiding organizational values.
Rarer still, i astonishingly discovered, are organizations where the values are actually defined, not simply implied.
ORCHIDB
Openness
Respect
Courage
Honesty
Integrity
Diversity
Balance
Not until the early 1990’s did we actually have written down leadership values.
A list is a great start, but ineffective without agreed upon definitions.
We did that.
We defined all seven core Disney leadership values.
It changed everything.
For the first time, we all had clear organizational expectations around behaviors.
Behaviors, not human resources concepts or theories.
Perhaps sometime after the Disney Leadership Book is published i will be able to refer you to the page(s) where our ORCHIDB values are explained in detail.
• • • • •
This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.
If you want to stay on this site and read more posts from this Blog, click here.
