Creating Disney Magic

Honoring Heritage Doesn't Mean Staying The Same

"What seems insignificant to you may carry tremendous meaning for your customer." Episode Chapters [00:01:27] Honoring Heritage Without Staying the Same [00:03:54]

Can Your Operation Keep Your Promises?

"The customer doesn't care about who did what. They want it to be right." Episode Chapters [00:01:41] Can Operations Deliver What Marketing Promises? [00:04:21] Kee

Little Problems Become Big Problems

"If somebody tells you something needs fixed and you don't do something about it, then you really lose credibility very quickly." Episode Chapters [00:01:19] When a S

Take a Position of Leadership on Safety

"Be the leader that steps up and narrows the odds of something happening." Episode Chapters [00:02:36] Taking a Leadership Position on Safety [00:04:53] Preparing B

Be a Good Role Model

"If you know something, you ought to be teaching it to others." Episode Chapters [00:01:36] When People Consider You a Role Model [00:03:23] Why Helping Others Chan

Advice for College Students

"Great people with a great attitude will always get noticed." Episode Chapters [00:00:58] Speaking to Disney College Program participants [00:03:16] Advice for land

Get Out and Walk the Front Line

"The problem you see is often three steps away from the real problem." Episode Chapters [00:01:52] Why Every Leader Should Walk the Front Line [00:03:19] What You Le

Use Customer Service Standards

"If you want great customer service, you need to start by defining what great looks like." Episode Chapters [00:01:12] A Customer Service Challenge in Local Governmen

The Real Cost of Turnover and Retention

"Don't hire someone just to fill a position. Hire the right person for the long haul." Episode Chapters [00:01:35] Looking Beyond Retention Rates [00:03:02] Why Gre

How to Stay Curious in a World of AI

"Curiosity grows when you expose yourself to new experiences." Episode Chapters [00:05:18] Keeping Kids Curious in an AI World [00:07:37] Using AI to Enhance, Not R

You Know What To Do, Now What

"Everything is hard until it becomes a habit." Episode Chapters [00:01:25] Why Most Training Never Changes Behavior [00:03:27] Turning Learning into Daily Action

Service Recovery Leads to Loyal Customers

"The goal is not to win the argument. The goal is to keep the customer." Episode Chapters [01:00] Why Service Recovery Creates Loyalty [03:13] Empowering Employees

Encourage Your Team to Take Ownership of Problems

"When people know their ideas matter, they want to do a better job." Episode Chapters [00:02:10] Should employees be rewarded for solving problems? [00:03:45] Why lis

Talk About Service Recovery With Your Team

"A lot of customers will point out things we don't even know we're doing wrong." Episode Chapters 06:46 Dealing with upset hotel guests 09:23 Handling difficult cus

Does Self-Confidence Improve Customer Service?

"If you're not getting exposed to those new thoughts or new ideas, then you're not effectively advancing the way you're serving." Episode Chapters [00:01:25] Does Sel

Dealing with Stress

"Anxiety grows when we avoid the hard things." Episode Chapters [02:34] Why Anxiety Continues to Affect So Many People [04:48] Recognizing Anxiety Instead of Explai

Hire the Right People

"The most important lever you can pull as a leader is hiring the right people." Episode Chapters [03:29] Why Hiring Right Solves Most Leadership Problems [06:17] Lo

You Are Putting on a Show Every Day

"When the curtain opens, everything matters." Episode Chapters [01:41] The Big Red Curtain: A New Way to Think About Service [03:26] Why Every Detail Matters in a G

Building Trust After Layoffs

"People are watching what you do after the decision, not the decision itself." Episode Highlights [02:10] The Impact Layoffs Have on Trust and Morale [04:32] Why Com

Leadership Lessons from Walt Disney

"Resiliency is what separates dreams from results." Episode Chapters [00:02:15] From Professor to Speaker: Jeff Barnes' Journey [00:05:16] Walt Disney's Resiliency a