Should we prepare for battle?

Glacier National Park — How do we lead ourselves and others over tough terrain?

Should we prepare for battle?

What battle?

The battle to win the hearts of your employees.

Your mission is extraordinary for your customers.

In your recent town hall, you observed frontline employees actively disengaged and even some eye-rolling as the leadership team spoke.

Now here’s the question that everyone wants to ace, but you might feel like you are falling short.

“Do your leaders deliver your customer mission to your employees?”

The degree to which a leader demonstrates genuine care is the degree to which those employees pass that genuine care onto their customers.

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It’s easy to make decisions when you know what your values are. – Roy Disney

You don’t need more time, you just need to decide.

Easy to say.

Hard to embrace.

Why?

Deciding is difficult because decisions come with responsibility. It’s better and easier to not decide, our lizard brain says.

Responsibility can make us look like a hero if we handle it well (like physical health).

Responsibility can make us look like a hypocrite if we handle it poorly (again, like physical health).

So, oftentimes, it’s easier and better to not decide.

How to not decide?

Ask for more time.

If you have more time, you can move away from the decision.

Maybe someone else will make it for you.

Maybe it won’t need to be made at all.

Yeah, like what are the odds of our health becoming nothing to defend.

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To teach is to learn twice

Glacier Red Bus Tours — The Red Bus Tours are a signature way to see Glacier National Park for the first time.

i’ve been writing these blogs for nearly a decade, and one of the best things that’s ever happened (besides getting to read them) is the opportunity i have to dwell in truth all day, every day.

To reflect, to act, and to hope.

This is power food for personal and organizational leadership.

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The road to excellence has no finish line

Disney Creativity Speakers — Glacier National Park a few days ago at dusk. Lake McDonald Lodge employee beach, just down from our cabin. The employees don’t need much, but they do need something (special).

If the evidence shows that there’s a better way to do this, are you open to changing? – Seth Godin

Taking risks is risky. So is playing it safe.

At Disney, we are never satisfied.

And we are ok with that.

We wouldn’t be who we are without it.

It’s how we solve for impossible.

We like having that reputation.

Hard work, as a collective organization, is its own reward.

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You can’t improve what you don’t measure

Glacier Park Mountain Goat family — Glacier Natinal Park Mountain Goat family on Mt Oberlin trail, August 2018. The adult goat has a radio collar to track habits. Tracking habits helps improve wildlife behavior in heavy human exposure areas, like Glacier.

Three Mountain Goats on Mt Oberlin Trail from jeff noel on Vimeo.

You can’t improve what you don’t measure.

And, you must be vigilant in deciding what and how to measure.

Measuring customer satisfaction is dangerous.

Measuring customer love is harder, and exponentially better.

At Disney, we measure the four key drivers to Guest Satisfaction but only share the percent excellent with our Cast.

If we included all the “good” and “very good” ratings, we’d lull ourselves into a false belief that our Guests (and Cast) love us.

Good and very good aren’t good enough.

Not for love.

For love, your customers must feel some emotional connection and an undeniable commitment from your organization that they mean everything to you.

PS. To make our lives challenging, there are things that can be measured that don’t matter, and things that matter that can’t be measured. Satisfaction can be measured, love, not so much. Generally though, love can be measured by repeat visitation and intent to definitely recommend.

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This website is about our MIND. To read today’s post about our BODY, click here.

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