Curious George–as well as Margret and Hans

Anatomy of Curiosity

You’re probably familiar with this storybook character: Children for generations have loved the Curious George books and have treasured not only reading them in their childhood, but ultimately to their children and grandchildren. The stories open up adventures that allow children to explore–and ultimately develop their curiosity. We would do well to have more curiosity … Read more

With Real Performance Comes Real Failure

President Theodore Roosevelt

In a previous post, we spoke about being accountable. It takes courage for individuals and teams to take accountability in their own hands and to move forward in breath taking ways toward improving results. Often the hard wiring of the organizations has created a culture where people don’t want to “get their hands slapped” so … Read more

Celebrating Guest Service at Disney

Celebrating Guest Service at Disney

One of the best benchmarks for great customer service are the Disney theme parks. This year Disneyland celebrates its Diamond anniversary. In commemorating this 60th birthday, I will be posting 60 ideas for improving customer service in your own organization. You can find the first article here. It focuses on providing Guest Service, not just customer service. You … Read more

You Can’t Buy This Kind of Publicity

It seems that organizations are in the news for good and bad. From Boeing to the U.S. Post Office, there seems to always be a bad headline in the paper. Organizations spend countless millions trying to mitigate such negative press while arming PR folks to spin the bad and counter with the positive. And yet … Read more

What Makes Sammamish America’s Friendliest Town?

A dry erase board at the city offices capturing thoughts from staff members about what they can do to provide excellent customer service. Employees are encouraged to discuss each day what they can do to improve their performance.

Forbes Magazine has named Sammamish, Washington as the friendliest city in America. With a population of 46,700, this bedroom community to Microsoft was ranked by Nextdoor.com, a San Francisco-based social network for neighborhoods that assess small metro areas with populations between 5,500 and 150,000. There are a number of factors that lend themselves to be … Read more

Why Work At Disney? The Disney Difference

Why work at Disney? Why would you want to work at Disney if Universal or SeaWorld was paying you more per hour to work there? Why would you travel all the way out to the Magic Kingdom, get on a bus, walk through a utilidor before punching your time card and going to work, when … Read more

I’m Loving It! Behind the Scenes at McDonald’s Hamburger University

RayKrocOffice

Last year, McDonald’s Hamburger University celebrated its 50th anniversary. In 1961, the first Hamburger University met in a basement of a McDonald’s restaurant. Its first class of 15 students would graduate from this training center. Today, in a beautiful park-like setting in Oak Brook, IL and in locations worldwide, more than 5,000 restaurant managers, mid-managers and … Read more

The Dash To Create A Great Culture

Red Frog Events is not your ordinary company. In fact, they pride themselves in providing unique experiences, and in having a corporate culture that expects such. This is not your typical suit-wearing, coffee-drinking, briefcase-carrying group of employees who put in a nine-to five. Instead of coffee breaks, expect foosball breaks. Instead of conference rooms, they … Read more