National Seminars Presents Customer Service – The Disney Way with Bill Capodagli, March 8, 2011

Bill Capodagli presents Customer Service - The Disney Way
Creating "magical" moments that earn you customers for life!

Date: March 08, 2011  |  2:00PM ET • 1:00PM CT • 12:00PM MT • 11:00AM PT

Price: $179
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http://www.nationalseminarstraining.com

Event Description:

At Disney, every contact with a customer offers a chance to shine. Disney calls these contacts “Moments of Truth” ... the opportunities to create everlasting positive impressions! And, because the company demands excellence as an organizational absolute, even its fiercest competitors acknowledge that Disney is simply the best customer-centric company on the planet!

Now you can learn how to inspire that level of customer service passion in your own organization by joining us for Customer Service – “The Disney Way”!

Learn the Keys to Dazzling Customer Service in Just One Hour!
Attend this one-hour training session and learn Disney’s formula for customer service brilliance. You’ll gain invaluable ideas that your company can immediately implement to amazing effect.

You’ll also learn insider secrets about how Disney requires – and receives – customer-focused behavior from every employee … from top executives to part-time staff. You won’t want to miss that!

Produce a "Show" for Your Customers and They'll Thank You for It Forever!
Walt Disney knew that every aspect of his business was “show” business, and every moment spent with a customer meant that the employee was “onstage.” By perfecting the art of customer relations, Disney built a record of customer loyalty, satisfaction, and repeat business that became legendary.

Join us and you’ll learn how to capture this enthusiasm for customer service throughout your organization. Your team will learn how to put on a “show” that brings customers back again and again and again!
Disney's Success Can Be Your Success — Don't Miss This Training
So what are you waiting for? Learn how to support your business and your customers with the same level of excellence — join us for Customer Service — “The Disney Way” now!

What You'll Learn When You Attend ...

• Disney’s No.1 unbreakable rule for providing the ultimate customer service
• How Walt Disney’s version of “show” business is the perfect tonic for what ails your business
• Identifying the “Moments of Truth” in your organization and ensuring nobody ever misses one again!
• The hidden – and not-so-hidden – costs for your company of even a single poor customer service experience
• How to use a little bit of Disney’s “pixie dust” to create your own customer-centric organization
• Are you overlooking the first step in creating great service? Find out here.
• How to gain complete buy-in for your new customer service vision and values from everyone up and down the corporate ladder
• 5 keys to creating “magical” moments for your customers

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Dowagiac Officials Learn ‘Disney Way’

Article published in the South Bend Tribune, Mar 6, 2011
Dowagiac officials learn 'Disney Way'
Hospital, government officials seek to improve customer service.
By TOM MOOR Tribune Staff Writer
DOWAGIAC -- It's apparent community leaders in the Dowagiac area are impressed with the way Walt Disney Corp. relates to its customers.

So much so, in fact, a consultant from "The Disney Way Fieldbook" was in town last week to teach Dowagiac city leaders, Dowagiac Union School officials and staff at Borgess-Lee Memorial Hospital about how Disney operates as a corporation. The goal, according to city manager Kevin Anderson, is to improve customer service in the Dowagiac area. "It's a way for us to better effectively respond to various constituents," Anderson said.

 

Bill Capodagli, co-author of "The Disney Way" and "Innovate the Pixar Way," was in Dowagiac Monday through Thursday holding seminars about how and why Disney Corp. has been so successful and how others, like those in Dowagiac, can achieve that success. Capodagli describes Disney as the "best customer-centric company on the planet.""We're trying to look at ways they can be more successful as an organization," he said.

The overall goal of the training was to teach the three entities about what customer service truly means.  "It's all about how we can better service our customers," said Mark Daniels, superintendent of Dowagiac Union Schools. "How do we improve?"  For Daniels, the school district's customers would be the students and parents. The city government, meanwhile, would consist of better serving city residents, while the hospital would focus on its patients and community. 

 

Daniels said what is unique about the training last week was it was attended by all three entities, instead of just one. Southwestern Michigan College also had had a hand in the events as a host and helper, Daniels said."People are catching the spirit of this," Daniels said. "People that aren't even part of the training. That's the beauty of having the city and hospital come together with the education system, bouncing things off of each other."

Daniels said the district is looking down its entire line of employees, from custodians to administrators, to try to improve overall service: "Coming together and agreeing regarding the way you see the delivery of services and your outcomes," he said.
Daniels said the next step is to go from the story-building stage to the story board and putting the plan in place. "We're very excited to be able to work with other people in the community and pick each other's brains," Anderson said.

 

Capodagli said he was impressed with the leaders in Dowagiac.
"I'm impressed with their enthusiasm and energy and commitment," he said. "There's a lot of hard work that has to be done developing a customer-centric culture. For any organization, it's hard work. Anyone from the board room to the storage room needs to embrace the message and that commitment."

Staff writer Tom Moor:
tmoor@sbtinfo.com
574-235-6234

Dowagiac Union Schools Create “Dream for Education and Students’ Ideal Classroom”

Last week, Bill worked with several teams in Dowagiac, Michigan, all of whom are in the process of developing their “dreams”; creating their values; identifying barriers to success; and planning their implementations of The Disney Way principles.  They learned the technique of storyboarding and were thrilled at their progress using this powerful and flexible tool.  Superintendent Dr. Mark Daniel is a great champion for the Dowagiac Union School team; yesterday, he sent the following heartfelt message to Bill along with their word-smithed “dream” (to be posted soon!):  “… I appreciate your guidance during the past week.  We did have our Aha!!! Without your facilitating it, we would not have reached it.”  We applaud you, too, Dr. Daniel for being a role model for others in the field of education!”

Innovate the Pixar Way featured in ShiftTheParadigm.com

Innovate the Pixar Way – Business Lessons from the World’s Most Creative Corporate Playground details the principles by which Pixar cultivates an innovative corporate culture. Their box office results and timeless movie classics (Toy Story, Finding Nemo, Monster’s Inc., etc…) created in their brief history speak to the success of their model.

The book highlights a number of principles about fostering an innovative culture that not only applies to the business world, but can be applied to one’s personal life, even to raising children.

A brief sampling:
1. Avoid shortcuts. As Pixar’s Chief Creative Officer John Lasseter has said: “Quality is the best business plan of all.”

2. Maintain a childlike wonder and interest in the world to foster creativity.

3. Dare to take risks. As J.K. Rowling once said: “It is impossible to live without failing at something, unless you lived so cautiously that you might as well not lived at all – in which case you failed by default.”

4. Don’t just meet expectations of others, fulfill their dreams. A lofty goal indeed, but when you’re able to touch someone’s life in a meaningful way, whether it’s a family member, friend or customer, your satisfaction and the person’s satisfaction soars.

 

5. Surround yourself with the best and help them establish a shared
purpose.

6. Establish an environment of mutual respect and trust to create a
positive, self-motivated, achievement focused culture.

7. Shake up the status quo by doing something out of the ordinary –
recharge your batteries by going to a park, a museum…Commit to doing something audacious every day.

8. Celebrate, celebrate, celebrate. Celebrate successes. Even celebrate failures when something is learned or a smart risk was taken. Celebrate doing!

9. Never accept good enough. Walt Disney coined the term “plus-ing,” which referred to looking for ways to continuously make things better.

10.  ____________________________________________________
(intentionally left blank so you can fill-in a best practice that will drive
creativity and innovation into your life; a best practice that you’ll commit to implementing within the next 48 hours!)

© Shift The Paradigm Enterprises, LLC; www.ShiftTheParadigm.com

Innovate the Pixar Way Featured by ExpertResume.com

What's Next?

By Sandy Prock M.Ed., JCTC, Co-Owner of www.ExpertResume.com

“Oprah Winfrey failed as a news reporter.” - From “Innovate the Pixar Way” by Bill Capodagli and Lynn Jackson, page 77

Consider this, if Oprah can fail at something, lose a job and end up with an even better job - Why not you? However, if you recently lost your position you may not feel so great. If that is the case, don't worry, it’s normal if you feel down or depressed. Why? There are many reasons, and many of those are personal to you. However, there are common reasons for all of us. When we lose something, anything, it is a normal human feeling to feel depressed. This is part of our grief process. The process of healing and getting beyond your feelings of depression is to accept how you feel - and the sooner the better. There is a process of recovery. Knowledge empowers you.

A friend of mine recently told me her story of how she lost her job and found an even better position. She said losing her job felt as if she lost a huge chunk of her family. She felt adrift, lost and her heart ached with deep pain. She felt alone in her pain and confused, very confused. Her supportive husband listened. However, one day she decided she just needed to sit with herself, in the quiet and just be with her pain and loss. She described her experience as if she were on a train. She rode the train of her feelings passing through a dark and painful tunnel. She emerged feeling literally relieved and free – with her “mojo” reignited. She admitted that she continued to have ups and downs; however, now she felt in charge. She learned a life lesson. Paying attention to her feelings untangled her confusion. Every dip in her feelings allowed her another opportunity to practice what she learned. She emerged feeling stronger, clearer and more capable than ever.

My friend then dove into her job search – full time. She spent eight + hours a day, learning everything she could about herself and the job search process. She devoted quality time and re-imagined her life. My friend decided to take this time to see if there was anything, she might want to change in herself or her new job. She re-evaluated the kind of job and environment that she wanted. She took tests, daydreamed and listened to her deeper Self. Her great job loss became a bridge to greater self-knowledge that led to a new idea; why not land a job even better than her last one. Why not land a job more suited to her personality, something that would not just bring home a paycheck, but give her life greater meaning and more fulfillment. She decided to view this job loss as an opportunity - No small accomplishment!

My friend hired herself full-time, got up every day, dressed, and went to work – for herself. She did her homework, researched companies, and prepared herself for every interview. She adopted the attitude of student and became a wise and confident job seeker. She was now the CEO of her life. Her confidence spoke volumes. She even volunteered at her favorite charity a few hours a week, while finding time for fun, family, and friends. She eventually accomplished her dream and landed a job she likes even better than the one she lost. If she can do this, so can you! 

Marion Woodman, a noted Jungian Analyst and author said, “It takes great courage to break with one’s past history and stand alone.” Remember how you faced past obstacles. In addition, learn new ways and you are on your way. Consider accepting where you are now, pain and all, learn, grow and consider landing your most fulfilling job yet. Consider what will make you happy. Consider what will fulfill your soul. Consider what will make you feel more whole, more yourself. Climb more fully into “your skin” and be more of you. Be courageous, let go of the past and stand up and be counted.

Think about Oprah Winfrey failing as a news reporter. Think about my friend. Maybe this will help you put your job loss into perspective. I am sure you have heard many stories like these, including how Einstein’s teachers told him he was not too bright and would never amount to anything. Lincoln failed many times. PIXAR, the famed animated movie company, who continually produces one mega hit after another, has learned to embrace failure, learn from it and move forward. Why not you!

The wave of the future for all job seekers is to be more like free agents/entrepreneurs. When you adopt this perspective and learn everything you can about your job search and go after your new job with everything you have, you will have gained a lifelong skill that will benefit you for the rest of your working career. Consider joining the ranks of the great and be on your way to your better future. Be the CEO of your life and your career development.

Make sure your resume, cover letter and other job search documents represent you well. They must be well written and formatted to catch the attention of your future employer. Get noticed. Land your new job.

If you have any questions about your resume, cover letter, or other job search documents, please feel free to call Bob. We welcome your questions. Bob and I wish you the best in your career development.

Sandy Prock M.Ed. (Master’s Degree in Education –Vocational Guidance and Counseling), JCTC (Job and Career Transition Coach), Co-Owner of www.ExpertResume.com

Bill Capodagli’s 2011 CUNA Keynote

18th Annual
CUNA Marketing
and Business Development Council Conference
Wednesday, March 16 - Saturday, March 19, 2011
Las Vegas, NV

Dreams and Dreamers: How to Innovate like Walt Disney and the Pixarians

With Bill Capodagli, Dreamer, Castle Builder, Storyteller

Sponsored by Third Degree Advertising

Session Description

Pixar is the benchmark of innovative success. With numerous Academy Awards under their belts, they keep breaking the mold on creativity and taking it to the next level. From Toy Story to Up, Pixar never settles for what they’ve done but continues to look forward to the future.

Bill takes you on a tour of the most innovative, creative organization in the world. You’ll learn how to look at the world through a child’s eyes (and why it’s important). You’ll learn how to believe in your team... how to jump in and try something different... how to create your own corporate playground... and more.

Among the Key Points You’ll Learn:

• The Dreamers
  Walt Disney and the Pixarians
• Dream Like a Child
  Where did the creativity go?
• Believe in Your Playmates
  Collaboration in the sandbox
• Dare to Jump in the Water and Make Waves
  Try, Learn, Try Again
• Do Unleash Your Childlike Potential
  Make a Dent in the Universe
• New Beginnings

Bill Capodagli’s Disney Way Keynote in Dowagiac, Michigan

Don’t fire Tom Sawyer

Published 10:37pm Monday, February 28, 2011 in the Dowagiac News

 

Bill Capodagli ended his introduction to The Disney Way at Dowagiac Middle School Performing Arts Center Monday night with the tale of the bully Tom Sawyer, who with proper training became a valued 30-year employee.

Through his keynote, Capodagli stressed developing a “Dowagiac dream” collective vision this week in partnership with Dowagiac Union Schools, Borgess-Lee Memorial Hospital and Southwestern Michigan College would take hard work and perseverance because there is no “instant pudding.”

“When Disneyland was being built” in the 1950s in Anaheim, Calif., the consultant recalled, “there was a boy of 10 or 12 who worked in the mailroom. Whenever a package arrived for Walt, this young man made it his job to deliver it. One day, the young man said he didn’t want to work in the mailroom anymore, he wanted to be Tom Sawyer on Tom Sawyer’s Island. You’re casting the role tomorrow and I wish you’d consider me for the part.”

Disney suggested the move to his vice president of casting, so the youth was hired.

Within a few days, the executive barged into Disney’s office.

“That Tom Sawyer you hired,” he sputtered. “We have to fire him.”

Walt wondered why.

“That little boy has literally become Tom Sawyer,” came the response.

By that he meant the Mark Twain story in which Tom found ways to exert his influence.

“He’s beating up all of your guests as they come onto your island,” the vice president warned.

“This kid’s a bully.”

Disney became uncharacteristically upset.

He pulled his employee into an office and said, “You don’t understand what we’re trying to do. That little boy is being the best Tom Sawyer he knows how to be. Our job is to make him the best Tom Sawyer for Disney. Now go out and do your job.”

“That story was lost for over 30 years,” Capodagli said.

“It was told at the boy’s 30-year recognition dinner with the Disney organization, by the vice president, who came out of retirement to honor his 30 years of service. How close they came to losing a valued employee of over 30 years.

“It seems so easy, but it gets so hard. All we have to do is train the daylights out of our people, give them the tools to succeed and get out of their way so they can become the best employee, teacher or nurse that they know how to be.”