Doing things, and getting things done, and getting things done the right way are three different matters. That’s why I…
Much has been written and said recently about the importance of Employee Engagement. There have been extensive studies about what…
Too often when the service scenario becomes complicated or frustrating, management wants to step in and take the matter in…
Note: Sorry I haven’t had a post in a while. Here’s a brand new one! I hope to have more…
Every theme park or amusement enterprise wants to be great – even the best parks in the world have opportunities…
An article in the Boston Globe focuses on the affect that healthcare has on patients–even when they are sedated or in…
We’re announcing the return of a popular program, Perfecting the Customer Experience, to be held October 26 & 27, 2017…
I’m excited to announce that my newest book, Disney, Leadership & You, will be premiering at the D23 conference next…
In a “carnival-style” retail shop at Disney California Adventure, I found this humorous play on the oft repeated phrase, “Quality…
Motorcycle engines have all sorts of sophisticated terms and parts. One of them is something called a shift point. A…
