Category: This Is Just For Me

Show, don’t tell

CHI Health Arena and Convention Center
Good morning Omaha. Sunrise is at 7:45am. A few hours from now.
CHI Health Arena and Convention Center
7:20 AM.

Big Disney Customer Service Keynote speech tomorrow.

Have been in customer service for 55 years.

Have been teaching it for 25 years.

Tomorrow…

If i tell the audience the insights, they’ll never remember.

If i help the audience discover the insights for themselves, they’ll never forget.

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

Progress from the reps

9-second video: Returning from a six-mile mid-afternoon walk.

Pushing to get highest priority tasks and responsibilities done.

Why?

Context: There was a small pile of 2024 unfinished, important tasks. Higher-than-normal motivation to complete them before 2025 tasks start piling up.

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

In Disney’s mind

Disney leaders at a January 2025 reunion
Leaders that helped open (1988) Disney’s Grand Floridian Resort. L-R: Laura, Kathy, Rick, John, Barry, me, Sonya, Spencer, Jean, Craig, and Tracy. Photo: January 7, 2025.

In Walt Disney’s mind, nothing was impossible.

Walt famously said, “It’s kinda fun to do the impossible.”

Today’s posts are photos of a small band of Resort Operations Leaders from the 1970’s through today (Jan 2025). We gathered two days ago to keep the bond, the memories, and the laughs alive.

Walt’s attitude is what made Disney a world-famous Customer Service organization.

Everyone in today’s pictures helped protect, maintain, and improve Walt Disney’s legacy for excellence.

Note: Thanks to Rick Allen, the event organizer, for capturing and sharing today’s photos. Believe it or not, i didn’t take a single photo. Intentionally.

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

New year only at Disney Institute

Disney institute social media post
Bold image. Alluring. Important topic.

A few years before leaving Disney Institute (DI) and retiring from Walt Disney World in 2014, DI stopped offering Disney’s Approach to Creativity and Innovation.

Well lookie here (the photo above).

Nice to see DAMCI (Disney’s Approach to Managing Creativity and Innovation) attempting a comeback. Hope it works this second time around.

We stopped offering it because demand didn’t justify running it.

But now, second week in January (2025), a revival.

PS. Simultaneously while removing DAMCI from our offerings, we did the same thing (for the same ‘low customer interest’ reason) with Disney’s Approach to Brand Loyalty (DACL). DACL stands for Disney’s Approach to Customer Loyalty.

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

Speech practice, mind

basketball arena
2007, Ice Palace. Home of the Detroit Pistons. Owned by Bill Davidson, founder of Guardian Industries. Did a Culture By Design Keynote for them, here at center court.

Today’s posts are another Disney Customer Service Keynote Speech practice round. Enjoy the backstage peek. Ps. 48 slides, so about 9 per blog today):

  1. SERVE
  2. Day One (9am, Monday)
  3. Day 60 (14 days straight)
  4. Chain of Excellence (center arrow)
  5. Google (saying 3 things)
  6. Bullseye (Disney’s focus)
  7. Harsh Reality (3 dinners)
  8. Paradox (go the extra ___)
  9. 3 Blueprints

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