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Come Rain or Shine

Dec 27, 2018

At Disney World, we used Four Keys to engineer a great experience for every guest.

  1. Safety
  2. Curtesy
  3. Show
  4. Efficiency

We call them the four quality standards. These standards give us a way to put behaviors behind our concepts like “creating magic” or “creating an escape for guests”.

With the quality standards in...

Dec 20, 2018

If you’ve ever wanted to know how to better lead through effective communication, you must hone the bottom line of your expectations.

In this episode, I discuss the importance of communication, its benefit on organizational culture, and how greater clarity can enhance objective outcomes.

Whether you’re a supervisor...

Dec 13, 2018

Before speaking to the executive team, I like to spend time with frontline employees.

If you want to find out what's going on in a company and what people are thinking, you have to talk with the people who are on the frontline interacting with your customers.

In this episode, I share how we have roundtable discussions...

Dec 6, 2018

At Disney, I was responsible for 12,000 cast members. Jody and I talk about how I prioritized things.

Everyone has the same amount of minutes in a day to get things done. It’s just about how you use that time.

There is no magical formula and it really is a dilemma. You have to make a list, be relentless about what you...

Nov 29, 2018

On this episode, we talk with Simon Little of Studio STL in Port Townsend, WA. Simon runs a business that used to be just himself and has now grown to several employees. We discuss some scalability principles he can apply in a small office environment that would make an impact for the staff and clients.

Before anyone...