DOWAGIAC STUDENTS APPLYING DISNEY WAY STORYBOARDING

Scores head in right direction

http://www.dowagiacnews.com/2011/04/19/scores-head-in-right-direction/

April 26, 2011

Published 8:39pm Tuesday, April 19, 2011

The assessment test glass appears half full instead of half empty to thirsty Dowagiac educators.

Where district third graders lagged four percent on third grade math scores in 2009, for 2010 Dowagiac closed that gap with state average by 2 percent.

“In elementary grades 3-5, we have three increases in comparison to state averages, we have two that remain even and we have two (third grade reading and fifth grade math) where we are 1 percent off the state average.

“We just need to continue what we’re doing and tweak it,” Assistant Superintendent Patti Brallier reported to the Board of Education Monday night in the middle school Performing Arts Center because of the new dinner for Top 10 graduates in the cafeteria.

“We increased from state average 10 percent” for sixth grade math, Brallier said. “We’re even in reading, we increased in social studies, we increased in math and reading at the seventh grade level. We increased in math at the eighth grade level, we’re even in reading, we increased in science and we increased in social studies.”

Brallier, who has been assistant superintendent for four years, said the middle school “strategy is working.”

“It’s really exciting,” she added, “because there is growth and positive achievement happening, and we look forward to continuing that with this next school year. We will focus on literacy in the areas of reading and writing, so that at the end of third grade all students will be at grade level. That is our goal.”

“I congratulate the staff and administration for the gains and trends,” President Larry Seurynck said.

Seurynck called Gov. Rick Snyder’s budget proposal “very cynical” because “it’s not the School Aid Fund that’s in trouble, it’s the General Fund. The state has chosen to raid the School Aid Fund. For the state to jeopardize kids’ one fair chance at an education to improve their lives is a cynical way to balance the budget when there are obvious other ways” to meet the May 31 deadline legislators are working toward.

Superintendent Dr. Mark Daniel reported that high school students experienced storyboarding The Disney Way the Friday before spring break.

“We’re now looking to move into the six buildings” to share the experience with parents.

“Hopefully, we’ll finish that by May. Mr. (Bill) Capodagli has been contacted and he’s going to help us sort through the numerous storyboards and find some commonalities, so we’re appreciative of that,” Daniel said.

DISNEY WAY STORYBOARDING FEEDBACK FROM CAAP’S ANNUAL CONFERENCE

On March 24th, Bill conducted a storyboading session for the Community Action Association of Pennsylvania.  The focus was on how the individual agencies could provide Disney Way service to their audiences despite the inevitable federal funding threats to their network.  The feedback on the session was overwhelmingly positive.  Here are the written comments provided by the participants (original typos were not corrected):

Great

Excellent this type of presentation & workshop is needed.

This was fabilous workshop. The presenter was great. I feel like I can apply what I learned.

Fantastic

Wonderful training will use this extensivley.

Excellent presenter with great hands on tips!

Excellent workshop

Great workshop-I will use this immediately.

Story Board…something the Board of Directors should use.

Disney Way “Magical Moments” Account of WDW’s Customer Service

 

It’s a Wonderful World

The micro details of customer service are what separate the winners from the losers in business

April, 2011

by Kathleen Martin

The first day she wore a Cinderella ball gown everywhere. But in the days that followed, disguised in sneakers and a T-shirt, people could still tell, just by looking at her, that she was a princess. “How are you this morning, Princess?” they’d say, bending down low in front of her.

My four-year-old daughter couldn’t have been happier. She beamed at the wait staff, at the people collecting garbage from the streets, at the shopkeepers. We were at Walt Disney World Resort, where it seemed everyone was transformed: into royalty, into Jedi Knights, into parents with unlimited patience. The Disney employees—people for whom the incredible magical production is, well, work—were also most curiously happy.

The entire week we spent there was populated with smiling helpful employees called “cast members” who raced to anticipate the needs of guests without exception. “The food looks good, but the desserts…I really don’t like carrot cake,” admitted my husband, when a staff member at a quick-serve restaurant saw him looking at the menu options. “They serve chocolate cake at the restaurant a little way down the street,” the waiter responded. “Why don’t you order your food, and I’ll run down there and get you some.”

Despite our protests that it wasn’t necessary, he did exactly that. Within 10 minutes, he had arrived back at our table, cake in hand. He had wanted our lunch to be perfect, and thanks to him, it was.

I needed to find out what was in the employee Kool-Aid.

“I really like my job,” said more than one person. Others said, “They spend a lot of time training us on the traditions of Disney; they let us make decisions to make things better for our guests; they put up our picture if they catch us doing something extra to help a guest, particularly if it’s a child; they try and make it fun for us.”

Bill Capodagli and Lynn Jackson, the authors of The Disney Way, have built their careers on studying Disney. “Walt Disney insisted that every employee is the company in the mind of the customer,” they write. “Because Disney insisted that customers be treated like guests, great customer service has become a standard feature of the total package the Disney Company offers. And wrapped up in that package is a gift of creativity—in product, service, and process—that makes even jaded adults smile with childlike delight.”

Posted in several places around Disney World parks is this quote from Walt: “I only hope that we never lose sight of one thing, that it was all started by a mouse.” In other words, what he created came not from something cataclysmic or untouchable but from something common, coupled with a well-exercised imagination and a fine attention to detail.

In his best-seller The Tipping Point, Malcolm Gladwell describes a simple method, called the Broken Windows hypothesis, which New York’s Police Department used to fight violent crime. They relentlessly addressed small problems, such as broken windows and graffiti and people trying to skip out on subway fares. Crime rates dropped. They discovered that minor, seemingly insignificant quality- of-life crimes were tipping points for violent crime.

Perhaps something similar applies in business. If we relentlessly address the details—the seemingly insignificant aspects of customer service, for example— I think our businesses will become more successful. It’s the simple things that astounded me at Disney World, which are missing from so many of my daily customer-service experiences.

If cast members were talking to one another when I approached them, they stopped instantly and turned their attention to me. Every time. Although thousands of people cycled through restaurants I visited, I rarely saw garbage on the floor or an empty table that wasn’t quickly being cleaned.

One night, when we waited briefly in line at a restaurant, a cast member came over and sat down next to my children. She asked them about their day and drew them pictures of Mickey Mouse on napkins. I discovered later that her shift had already ended, and she had stayed those few extra minutes to make them feel important.

The experience was unforgettable, and it’s not rocket science. It’s possible for any company. As Walt would say—it’s just a dream away.

Kathleen Martin is a freelance journalist based in Halifax. She can be reached at masthead@ns.sympatico.ca

Progress Media.ca’s site is designed to help business owners and CEOs grow their businesses more effectively.

Kennedy Center Learns Secrets from Innovate the Pixar Way

Tuesday, April 5, 2011

Kennedy Center Meeting: A Glimpse of the Future

I recently attended the annual meeting of the John F. Kennedy Center’s Partners in Education program. Purdue Convocations and the Lafayette School Corporation (LSC) are partners in this program that pairs arts presenters and school systems to present top quality professional development training to area teachers. This is the fourth year for the local partnership. Cindy Preston, a second grade teacher at Edgelea Elementary attended representing LSC.

The meeting focused on a look into changes in education and how we can meet the challenges of 21st Century learning. Two major challenges to arts education are funding and keeping up with the rapid pace of changing technology.

The keynote speaker, Bill Capodagli, author of The Disney Way and Innovate the Pixar Way, emphasized the importance of leadership and innovation in moving an organization forward. He pointed out how less structured work environments led to more productive and creative employees in several companies who chose to try a new approach to their corporate environment.

Futurist Garry Golden, whose work is to help people learn how to anticipate and lead change, forecast an even greater leap forward in technology in the next ten years. He told the group that we are now entering a learner-oriented era in which learning is not so much institution, or teacher, - driven, but will be more about what we learn from those around us. It will not be so much about what is delivered as it will be about our own self-directed efforts. He predicted that soon almost everyone will have a hand-held electronic device and more and more content will be delivered through these devices.

Learning is making the leap from formal to informal. He also predicted the emergence of what is termed, “Third Place”. These are locations that are not home and not work where people gather to interact or gather information, like cafes, malls, parks, etc. This calls for new ways of communicating.

Arts education researcher Eric Booth helped attendees look at the work of author Daniel Pink’s book Drive and how the arts and arts education can help deliver what our culture needs and wants – innovation, creativity, discovery, increased curiosity and engagement, authentic learning, sustainable rigor, and most specifically, intrinsic-motivation.

Posted by Laura Clavio, assistant director of Convocations

Initiated in 1902, Purdue Convocations is among the oldest collegiate performing arts presenters in the United States. Each year, Convocations offers the region 30–40 performances of widely varying genres: Broadway-style shows, theatre, dance, children’s theatre, world music, jazz, and chamber music, along with rock, pop, country, and comedy attractions. www.convocations.org

Disney Way Featured in the Dowagiac News

Leaders are readers

Published 10:34pm Thursday, March 24, 2011

MeL, the Michigan Electronic Library (www.mel.org) puts a world of information at the fingertips of anyone with a Dowagiac District Library card.

Kathy Johnson became Dowagiac District Library director last March after nine years at Union High School.

From any computer with Internet access at any time, patrons can find millions of full-text articles, books, CDs and DVDs, even practice tests and homework help for students. Free to Michigan residents 24/7, MeL’s resources can help you start or build a business, chart family history, boost hobbies, borrow from other libraries, explore historical photographs, videos, diary pages and documents and tap databases.

MeL promotes classroom excellence with MORE, Michigan Online Resources for Educators, where teachers can enrich the experience they provide when they track down lesson plans, interactive Web sites, videos and podcasts.

“Our library can’t own every good book that’s published,” Dowagiac District Library Director Katherine Johnson told Rotary Club Thursday noon at Elks Lodge 889, “but our patrons can borrow any book in the state of Michigan, with the exception of the Troy library, through MeL. Anyone with an Internet connection and a library card. What an incredible boon this is for people who want to gather information. It’s changed our library and the type of customer we have to be able to borrow any title.” Johnson mentioned a friend who belongs to the Dowagiac library book club. “She’s in Florida and downloaded the title we’re going to be doing in May.”

The library has pamphlets detailing how to download audiobooks and e-books and the mel.org site.

Asked about MeL cuts by retired superintendent Larry Crandall, Johnson said, “(Gov. Rick Snyder) is reacting to federal legislators. MeL is basically funded through the federal government, LSTA — the Library Services and Technology Act. LSTA is some of those discretionary funds we hear about that the legislators have threatened to cut. That’s what MeL runs on, what the state library runs on. The governor’s right. If those funds are cut, district libraries will try to fund MeL some other way. There are several parts to MeL. The first to be eliminated would be reference databases, which cost millions of dollars. The very last to go would be interlibrary loans.”
“We’re small potatoes,” Johnson said. “This is not a big chunk of the federal budget for the incredible good it does for little towns in areas like this. Eliminating it would be devastating. MeL runs beautifully and there’s no graft or dirty-dealing.”

Johnson, introduced by fellow Marcellus graduate Barbara Groner, spoke for Rotary Literacy Month in March, although “every month is literacy month for libraries.” She retired from a 35-year career in education (she has a master’s degree in teaching reading) after working in school media centers at Dowagiac High School (nine years), Niles Brandywine and Southwestern Michigan College.
Titling her program “Literacy, Leadership and Library,” Johnson succeeded Mike Shamalla as Dowagiac District Library last March 1.
“We can all breathe a huge sigh of relief,” Johnson said. “Most of us realize that to be literate, a person doesn’t need to know everything. In the middle ages, literate leaders had to know everything in their fields. If you were going to build a cathedral, you knew Euclid’s book, cover to cover, and that was it, that was all you needed to know. Everything’s a lot bigger now and we all sense that, so if anybody claims they know everything, we know they’re not telling the truth, and those people are kind of scary anyway.”

Literacy “is not just reading, it’s the ability to learn, to sort and to assimilate what we’ve discovered and then to evaluate. Literacy is a lot more complicated than just reading,” she said. “This presentation started with the idea that libraries and literacy have a direct connection. With leadership, I need to know what works in this economy in this part of Michigan. Those of us that are public entities are faced with lots of challenges. To be a good leader in our world right now, I need information.”

Arrayed before her were leadership books published in the past decade and available at the public library at 211 Commercial St., including “The Disney Way” by Dowagiac visitor Bill Capodagli.

She downloaded the “fascinating book” from the digital collection and read it on an e-reader.

“My two favorites are Rudy Giuliani’s book on leadership and ‘Leading from the Middle.’ I didn’t know much about Giuliani and, in fact, I kind of didn’t like him. But I learned a lot about leadership from reading his book. He was the mayor of New York City and took it from high crime, debt and inefficiency to vast improvements in those areas. His leadership was really tested on 9/11. It’s a fascinating read.” Giuliani advocates literacy through his previous disdain for golf. “He hated golf,” Johnson said, “but his son loved it and was always asking him to play. He could not understand what anyone saw in golf. Then it occurred to him that golf was just like anything else. If you don’t really know about it, you can’t appreciate it, so he made it a point to find everything he could get his hands on about the lore, the jokes, the personalities, the skills involved in golf. Finally, it dawned on him that golf was supposed to be fun and it changed his life. He loves golf so much he can’t get enough of it!”

“Leading from the Middle” is a “really good book on leadership, and let me tell you why,” Johnson said. “There’s a restaurant in San Francisco with excellent food and service beyond compare. It’s not fancy, but the ambience is comfortable and it’s a really wonderful establishment. He asked the waiter to talk to the boss to tell him what a wonderful restaurant it was and the waiter said, ‘I’m the boss. Thank you for your compliment.’ “The guy thought the waiter was being flip and was slightly annoyed by the comment, but he came to realize that they did a lot of training. Every person in the restaurant knows that to the public dealing with that person, he was the restaurant, just like in the library when you go to the desk, that clerk is the library. Leading from the Middle is giving employees that feeling that they have a stake in the whole picture. They are the boss and they have a valuable role to play, which is very similar to a theme in The Disney Way.”

“Digital books are happening right now in a big way,” she said. “Dowagiac District Library is very much involved in digital books — both audio and regular text. They can be downloaded to a mobile device. An audio book you can listen to on your iPod while you go for a walk. Or, it could be on an e-reader, an iPad. There are all kinds of mobile devices and we have a very nice collection of digital books. All you need to do is go to our Web site and click on overdrive. Yes, we can borrow any print book in Michigan, but we’re no longer dependent on print. You can download a book for free and either listen to it or read it anywhere on your mobile device. You’re given 14 days before it disappears. There’s no overdues or dog-eaten damaged books. It’s a great deal for everybody.” Of one of those mobile devices, Kindle, Johnson said, “It will only allow you to buy books from Amazon. It will not let you borrow books for free from libraries.”

Leadership Reading List

1.) The Disney Way, Bill Capodagli and Lynn Jackson, 2007.
2.) Good to Great, Jim Collins, 2001.
3.) Leadership is an Art, Max DePree, 2004.
4.) Leadership, Rudolph Giuliani, 2002.
5.) Leading from the Middle, John Lubans, 2010.
6.) In Search of Excellence, Thomas Peters, 2004.
7.) The Knowing-Doing Gap, Jeffrey Pfeffer, 2000.
8.) Partnering: The New Face of Leadership, 2003.

Innovate the Pixar Way Featured in Credit Union Magazine

Dare, Do, Dream - How to innovate like a Pixarian.

By Bill Merrick

March 25, 2011

Pixar Animation’s John Lasseter faced a Herculean task as he embarked on the production of the movie Toy Story 2: How could he possibly make it as good as the original?

Daunted by high expectations and intense media interest in the sequel, Lasseter vowed not to let his standards slip, consultant and author Bill Capodagli told the 18th Annual CUNA Marketing & Business Development Council Conference.

Lasseter took several steps to ensure the quality of Toy Story 2 remained high.

First, he selected employees who were as passionate about the film as he was, and who exhibited these traits:

• Proficiency. People who are very good at what they do and who exhibit remarkable tenacity.
• Depth. People who have a wide variety of interests outside the workplace.
• Communication and collaboration. People who will work with others to achieve a common goal.

“Pixar goes to great lengths to make sure employees are a group of creative people who are, first and foremost, collaborative teammates,” Capodgli says. “That means they try to accomplish a common goal based on a lot of different skills. Team is everything.”

Lasseter also:

• Focused on quality. All Pixar employees were allowed to take four hours of education per week in classes ranging from drawing to self-defense. When asked why accountants should learn to draw, Lasseter replied, “We’re teaching them to be more observant.”

"Quality is the best business plan," he once said.

• Embraced fun. One day, Lasseter brought his son’s scooter to work and rode it around the building. The following weekend, some Pixar staff scoured local garage sales for used scooters and brought several to work the next week.

“The scooter became Pixar’s symbol of fun,” Capodagli says, noting that such efforts boost an organization’s creativity and create a fun work atmosphere.

• Embraced risk-taking. As children, we learn by exploration and discovery: We try something, fail, and try again, Capodagli explains.

“Organizations need to do that,” he says. “They need to embrace risk and try new things, but be able to make adjustments so they ultimately can be successful.”

Lasseter ultimately achieved his goal: Toy Story 2 earned $120 million more than the original and became a classic among animated films.

“Pixar’s ‘dare, dream, do’ philosophy is alive and well,” Capodagli says. “You need to dream like a child, believe in your playmates, dare to jump in the water and make waves, and unleash your childlike potential.”

New Hampshire Business Review Features The Disney Way–Dream, Believe, Dare, Do

NHBR Network; The New Hampshire Business Review Blog – 3/17

If you’ve studied Walt Disney or read The Disney Way, you know that his four guiding pillars were: Dream, Believe, Dare, Do. What great advice for entrepreneurs. What’s important is clarity about what phase we’re in and making sure we launch (Do) after we’ve dared (ask for funding). SafetySpan and Trunity were our entrepreneurial stars at last month’s Entrepreneur Forum and found themselves in different phases of Disney’s famous continuum.

SafetySpan’s dream is to change how we construct buildings, one floor at a time. Doug Leonardi, CTO explained that the SafetySpan Building System is a mesh-like, modular, flooring construction system designed to offer affordable alternatives that reduce waste and lower carbon emissions. Why brand “safe” in the name? For a couple of reasons. For one, they claim to be collapse resistant, meaning that if an earthquake hits, or some other disaster, the floor flexes rather than cracking and collapsing, bringing the entire building down with it. (Does the World Trade Center come to mind?) Secondly, by using a more sustainable material than concrete, emissions are significantly reduced.  Third, a flexible, light weight, honeycomb-like spaceframe can be assembled between steel beams or wall mounts of a building’s interior construction frame. The magic is in the geometric shape, designed by nature for phenomenal strength.

Today, most buildings are created with concrete flooring which is heavy, expensive, and inflexible if the earth shifts. On the upside, concrete is strong, but has a hefty environmental emissions consequences.  SafetySpan’s design replaces concrete flooring altogether. Same strength at half the weight.  It’s modular so that makes it easy to install, manufactur, and recycle.  Each component is based on human scale making it easy to pack, ship, and install. No mixing required. SafetySpan’s targeted applications are commercial, residential construction in addition to temporary buldings for military installations, emergency response shelters, and interium housing for victums of earthquake and natural disasters. SafetySpan’s solution helps architects and civil engineers gain LEED accrediation, based on its sustainable nature (see USGBC United States Green Building Council www.usgbc.org). It’s also a great solution for datacenters with raised floor requirements. Think crawl space for cabelling.

Our distinguished panel consisted of Lester Hensley, CEO & President of EMSEAL Joint Systems, Wayne Siladi, PE, Associate Principal, Weidlinger Associates, and Andrew Connolly, Director of Finance for R.R. Keller & Associates. Andrew observed, using the Walt Disney vernacular, “You’re in the dare phase. You need to have more guts and ask for more money.” He applauded the concept, but felt that they should be more bullish and launch SafetySpan boldly. Most entrepreneurs we’ve seen underestimate what they will actually need and tend to be overly conservative financially.

Wayne Siladi, PE shared his firms impressive experience in vulnerability assessment; risk analysis; forensic, earthquake, wind, and blast engineering; soil/structure interaction; and sustainability. Weidlinger Associates’ portfolio includes marquee projects like the Shanghai Port’s International Cruise Terminal (80,000 ton capacity), the Georgia Dome, Jacob Javitz Center, and The World Trade Center Forensic Study after 911. He said, “Interesting product.” He referenced the Buckminster Fuller Institute that published an authoritative article written by SafetySpan’s experts where they noted that earthquake loads in particular raise havoc on large buildings, especially where concrete floor comprise 70% of the building’s dead weight. Seismic activity distributes tensile loads across rigid membranes or concrete floors. When dead weight swings and sways, buildings collapse taking human lives. Ideally, design engineers want seismic activity to “pass through” the building. SafetySpan just might be the conduit seismic experts are looking for.

Lester Hensley, President of EMSeal Joint Systems provides structural and architectural sealing products for construction projects such as span bridges, sports stadiums, high rise buildings, and parking decks. His advice was for SafetySpan to complete all testing of the product. This way ratings and results can be provided to civil engineers and architects. Concrete has been used for commercial flooring for decades; introducing new fabric will cause a seachange and shake up the entire building industry. Once embraced by the engineered product space, LEED savvy civil engineers, and architects, this could be the wave (pun intended) of the future. He felt the number one selling point is that SafetySpan prevents progressive collapse, something concrete can’t do. Like a spider web in a wind storm. (Dream, Believe, Dare, Do.)

Our second entrepreneur, Terry Anderton CEO of Trunity, introduced their knowledge-sharing platform which leverages crowd sourcing, or community based design, knowledge, and problem solving. This approach is trending in e-learning empowering virtual publishing, dynamic textbooks, rich content (video) and breaking news. Trunity has harnessed 1500 scientists to contribute to textbooks delivered on-line through Trunity’s Virtual Classroom. Furthermore, Trunity has been awarded several NSF grants to develop this disruptive solution and is partnered with NASA, The National Academy’s of Science, The Encyclopedia of the Earth and the National Foundation for Science and the Environment. Now the “Do” part. They are working with IBM to deliver a commercial solution.

Our distinguished review panel consisted of Ben Bassi, CEO of CommonPlaces e-Solutions, Bill Horn, Executive and Advisory Board Member of the RIMA Foundation, and Yvonne Simon, Chief Executive Officer, Southern New Hampshire University Online. Ben Bassi kicked-off the panel’s comments by recommending that Trunity focus on a 50:50 educations vs. commercial ratio for applications. He raised the question of “are you selling to universities or professors?”. Remember, universities are in the business of generating revenue for textbooks. Ideally, Trunity and Terry must find a way to make this a win-win for educational institutions, partner with publishers, or compete with them.

Bill Horn suggested that there may be wisdom in approaching new commercial markets such as bio/medical and pharmaceutical manufacturers. Both publish volumes of information that need to be made available world-wide. He also brilliantly suggested approaching LexusNexis, the global source for legal research data now expanding to universities (law schools) and corporations. The challenges are data related – unstructured data content can have legal and compliance exposures and who is responsible for managing it? These challenges might be overcome by Creative Commons, a nonprofit organization that “develops, supports, and stewards legal and technical infrastructure that maximizes digital creativity, sharing, and innovation.”

Finally, Yvonne Simon suggested that Trunity would really make their mark if they focused instead on becoming the replacement for Blackboard, the defacto standard for educational tracking and on-line learning today. She noted that professors need a way to contribute content quickly and Blackboard doesn’t allow this easily, is also not a social learning platform, or open.

Yvonne brought to light a progressive initiative led by Cable Green, Director of eLearning & Open Education for the Washington State Board for Community and Technical Colleges (SBCTC). They just adopted an open licensing policy for the competitive grants they administer using “An Expectation of Sharing: Guidelines for Effective Policies to Respect, Protect and Increase the Use of Digital Educational Resources” and “An Evaluation of Private Foundation Copyright Licensing Policies, ... Cable’s passion started as an initiative to drive down the cost of textbooks, many of which are sold in bundles, if you need them or not. Legislation followed and is moving state-by-state in favor of students who can’t afford to shell out hundreds of dollars they don’t have.

Do these trends democratize content, or create a via business model that Trunity can capitalize on? The Dream part is real – now students in Africa can have access to the same information that students in Boston, Manchester, or Durham have. All they need is a cloud and a dream.

In closing, you might enjoy finding out what “Dream, Believe, Dare, Do” blossomed into Disney Corporation - their 10 guiding principles. Or stars to sail by. 

10 Disney principles*:

1. Give every member of your organization a chance to dream, and tap into the creativity those dreams embody.
2. Stand firm on your beliefs and principles.
3. Treat your customers like guests.
4. Support, empower, and reward employees.
5. Build long-term relationships with key suppliers and partners.
6. Dare to take calculated risks in order to bring innovative ideas to fruition.
7. Train extensively and constantly reinforce the company's culture.
8. Align long-term vision with short-term execution.
9. Use the storyboarding technique to solve planning & communication problems.
10. Pay close attention to detail.

*The Disney Way, by Bill Capodagli & Lynn Jackson, McGraw Hill, 2007

See you at the next Entrepreneur Forum!

Catherine Blake, President

Sales Protocol International

cblake@salesprotoocol.com

www.salesprotocol.com