Remember the 10 & 5 Rule–Front & Back

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 moreRemember the 10 & 5 Rule–Front & Back

Hamburger University at 50

Celebrating the same birthday as mine, McDonald’s Hamburger University turned 50 this year. So before 2011 is over, I wanted to acknowledge this major corporate university which has trained some 80,000 restaurant managers, mid-managers and owner/operators over the years. Courses are taught in some 28 languages. And another university was established in China, where according … Read moreHamburger University at 50

3 Lessons Disney Learned From Marriott

After spending 60 years with his family’s company–40 of those as CEO, Bill Marriott announced that he is stepping down at 80. The Marriott company is legendary in the hotel business. But few people know the relationship between the two and its influence on Disney. Click here to read how Marriott was not only a … Read more3 Lessons Disney Learned From Marriott

A Trucking Company With Values?

It’s hardly imaginable that a large trucking company like Con-way would really bother with promoting values. You would think that it was all about efficiency and the bottom line. But they have gone to great lengths over the years to establish a culture that fosters excellence. Their values are: Safety Integrity Commitment Excellence As such, … Read moreA Trucking Company With Values?

Insights on Disney’s Bob Iger

You absolutely must read Harvard Business Review’s interview of Bob Iger by Adi Ignatius. At least, you ought to listen to the audio interview. Bob talks about the challenges in becoming CEO. He talks about his predecessor and his responsibility as second in command to be loyal to the one in charge. He also expresses respect to … Read moreInsights on Disney’s Bob Iger

New Book: Lead With Your Customer

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 moreNew Book: Lead With Your Customer