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 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

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 more

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 more