Remember the 10 & 5 Rule–Front & Back

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Above is a banner found back of the house at a Hilton hotel. It offers a great reminder of a simple service basic: Within 10 feet–Greet with a smile and eye contact! Within 5 feet-Greet using an appropriate verbal greeting. It only takes 2 seconds to make a great first impression. And I may add, … Read more

Finally Inside an In-and-Out Burger

I had visited In-and-Out Burger several times over the years–especially on trips to California. But I had always gone through the drive-through. Therefore, there was not much to judge of the experience other than product and price–which was always great. This summer I was in Utah and took my family inside an In-and-Out Burger restaurant … Read more

Caring Until The End

We took this picture when I was with The Disney Institute a number of years ago. Everything in the box actually belongs to my family, including the picture of my grandmother as a small child, and a quilt made by my other grandmother. We took the picture as part of a Disney Institute program entitled … Read more

The Dangerous Cliff

Note: We don’t usually do too much poetry in our work, but this one really expresses our experience in providing service netting (a proactive approach to creating service excellence) instead of service recovery (a reactive policy for handling customers when things go wrong). Using a different metaphor, we think you’ll understand that it’s better to … Read more

New Book: Lead With Your Customer

Lead With Your Customer: Transform Culture and Brand into World Class Excellence

Transform Culture and Brand into World-Class Excellence We’ve combined our extensive experience, thought leadership, and hundreds of best-in-business examples to create a comprehensive resource for achieving organizational excellence. Written with my business partner, Mark David Jones, and with a forward by Lee Cockerell, former Executive Vice President of Walt Disney World, you’ll find great solutions … Read more