ENERGIZE YOUR SERVICE CULTURE

Delivering world-class customer experiences is a direct result of reinforcing a strong culture of...

In a previous post, Who is Facilitating Your New Employee Orientation, and Why?, we explored the importance of choosing the...

During my time as an employment interviewer at Walt Disney World I conducted thousands of interviews, or as Disney calls it,...

Fast Company recently published an article from former Disney Executive Lee Cockerell, Former Executive Shares The Secrets To...

At Disney it's “Have a magical day!”

At Chick-Fil-A it’s, “My pleasure!”

If it's done well, scripting your employees can be a...

At bedtime not long ago my 11- year-old was telling me he was a little nervous about going to his first day at a new school. I...

Seating arrangements matter- at social events, staff meetings and yes, new employee orientation.

The next time you are dining...

“What can we do to strengthen our service culture?”

This is a question we're often asked by leaders who are striving to sustain...

Executing a strong communication strategy is essential for successful change management.

An effective communication strategy...

“Just-in-time” is great for product inventory efficiency- it is NOT great for effective employee selection

Finding and hiring...