www.douglipp.com the magic of exceptional customer service & leadership
TRANSCRIPT
www.DougLipp.com
The Magic of Exceptional
Customer Service&
Leadership
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Confession:There is no “Magic”
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Confession:There is no “Magic”
It’s Doing Ordinary Things
Extraordinarily Well
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Lessons From Disney:
“Be Willing to ChangeTo
Remain the Same”
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Organizations ThatReinvent Themselves
Doug Lipp
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Organizations ThatReinvent Themselves
WillDominate Their Market!
Doug Lipp
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Maximize Your Potential:
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Maximize Your Potential:
Overcome the Obstacles
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Maximize Your Potential:
Overcome the Obstacles
Create the Opportunities
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The Obstacles
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Obstacle #1
Let The “Old Ways” Rule
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“Old Ways”
• Stuck in A Rut• We’ve never done it this way• “Order-Taker”• “I’m not in sales”…• What would Walt say?
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Obstacle #2
“We’re Soooo Good”
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“Soooo Good”
• Arrogance• Complacency• The One-Trick Pony
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Obstacle #3
Everyone Else is:
“A Jerk”“Incompetent”
“Too Demanding”
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“Everyone Else is a Jerk”
• Mutual Bashing & Contempt• Robotic / Self-Centered• Other Person’s / Group’s Fault
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Obstacle #4
“Save” Your Wayto
Prosperity
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Save Your Wayto
Prosperity
• Fire the Matterhorn Climbers!• Tinkerbell? What’s the ROI?• Who Needs Training?• Don’t Value Your Value
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The Opportunities
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Opportunity #1
Communicate
Communicate
Communicate
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Communicate
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Communicate
• Tear Down the Walls
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Communicate
• Tear Down the Walls• Consistency & Discipline
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Communicate
• Tear Down the Walls• Consistency & Discipline• Words + Actions = Execution
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Communicate
Hire Right
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Communicate
Hire Right
Train Right
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Communicate
Hire Right
Train Right
Treat Right
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Communicate
To Achieve & Sustain Your Culture
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Opportunity #3
The World Is Changing…
Are You?
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Opportunity #4
Creativity “Disney Style”
Know Your Customer!
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Opportunity #4
Creativity “Disney Style”
Walk In Their Shoes
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Walk In Their Shoes
From Ordinary to Extraordinary…
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Walk In Their Shoes
From Ordinary to Extraordinary…
Solve Their Problems!
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Walk In Their Shoes
From Ordinary to Extraordinary…
Solve Their Problems!
Prove Your Value!
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Walk In Their Shoes
From Ordinary to Extraordinary…
“Where did I park my car?”
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Walk In Their Shoes
From Ordinary to Extraordinary…
“When is the 3:00 Parade?”
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Walk In Their Shoes
From Ordinary to Extraordinary…
Tigger Teambuilding