Walt Disney once said, “I happen to be kind of an inquisitive guy, and when I see things I don’t like, I start thinking ‘why do they have to be like this and how can I improve them?’”It was this creative, innovative thinking that laid the foundation for The Walt Disney Company as it exists today. Disney Institute Content Development Specialist, Austin Brock, shares those insights and how she believes that Creativity & Innovation can be the differentiator in the world of business. “It’s not just creativity and innovation in a product. It’s how you listen to your people; it’s how your treat your guests; and it’s how your leadership leads.”As a front line Cast Member in merchandise for the Walt Disney Company, and later a manager, Austin has witnessed and encouraged other Cast Members who have shared innovative ideas that have been implemented company-wide. These experiences are what led her to become a Disney Institute facilita …… Continue reading →

“A proverb says that only stupid men learn from experience. Wise men learn from other people’s experience.” Simple in theory, right? We’re all prone to mistakes, let’s do our best to learn from the mistakes of others before we make them ourselves. To make that work, we will need to demonstrate one fundamental understanding: coachability.  Having a coach but lacking the willingness to listen, adapt and change only proves one thing, you would rather be right than improve. Step up to the plate with these five steps to coachability:Humility:  We must accept that there are things we need to do that cannot be done on our own. Humility isn’t something we can make up our mind to do; it requires a change of heart as opposed to a change of mind.Action Bias: Simply put, you won’t find what you’re not looking for. Take a proactive approach, seek out thos …… Continue reading →

In past posts we have identified the value of work-life balance, which gives employees more time to enjoy things that are important to them. But who’s to say what those things are? A recently conducted survey by Dr. Bob Nelson of Recognition Pro identifies the top five themes sought after by employees:1. A learning activity and choice of assignment: Employees want to better themselves, to learn a new skill, to perform better their current role and to enhance their future marketability. As a leader or a manager, identify how that person wants to grow and develop, then give them the opportunity to do so. 2. Flexible working hours and time off from work: Time is more valuable than ever, and employees are looking for jobs that offer them the flexibility to meet their out-of-work obligations. Providing them with the occasional afternoon off or opportunity to catch their childs play may motiva …… Continue reading →

In 1995 Ron Burley was working tirelessly to operate and grow his personal startup, Broadcast Software. He had reached a transition point for his business, and gone were the days when he was able to fund growth out of his back pocket - Ron needed outside capital. This was also during the tech bubble burst, slimming the chances of securing an investor.Ron, known for being a hands-on CEO, received a phone call at 2 a.m. one Sunday. It was Bob, a customer who operated a radio station in a small, rural part of southern Illinois.  Bob had been struggling to get his purchase up and running, largely due to the fact the he had never used a computer before. At one point, Ron’s support manager had even suggested refunding the money for his purchase.But Ron, not about to abandon his customer, spent hours on the phone walking him through multiple configurations. By the time the call had ended, he was encouraged that much progress had been made. Time passed and no one heard fro …… Continue reading →

Ideas are fleeting, passive and sometimes downright hidden. Just as important as the idea may be the process by which it is discovered. The energetic and enthusiastic Jason Silva, a TED talk staple and self-proclaimed “performance philosopher” has several ways he suggests to get your creative juices flowing:• Take a Trip: This is not your “backpacking through Europe” type of trip; it’s about breaking old habits. Have something different for breakfast or drive a new route to work—be “disruptive” to your routine.• Find Yourself in Awe of Something: There are experiences in life that require you to step back and force yourself to accept the magnitude of the situation. This is a moment when we may become more receptive and accepting that things may be different than we had thought.• Continue reading →

When it comes to learning your business, it starts with you. In a session at last month’s leadership summit in Miami, FL, John Caplan, CEO of OpenSky, discussed how knowing what makes you tick can translate into leadership success.  His approach can be simply summarized:• Figure out what you enjoy: For John, it’s the climb or, “the hustle up the mountain” and the relationships you build during that journey. Treating your peers as partners empowers them to help you build value.• Leadership is different than entrepreneurship: John describes entrepreneurship as a reflection of passion, vigor, hope and desire.  Leadership, as he describes it, is about empowering others to unlock their potential. Think about the conductor of an orchestra, his back is to the audience as he leads and directs the musicians to create a work of art for the audience.• Continue reading →

Shopping, dining and traveling. The scope of products and services produced by these industries is broad, but they do share one glaring differentiator: their quality of customer service. An exceptional customer experience is essential to the growth and success of a business. Our feelings about a business or organization are a direct reflection of its ability to anticipate and react to our needs, wants and emotions.As a business you must ask yourself, how do I separate myself from my competition? Remember, quality service exists when you meet your customers’ needs with a high degree of excellence, or as Walt Disney succinctly put it, “[you] give the public what they want.” …… Continue reading →

Walt Disney’s focus on the aspect of “show” reflected the company’s common purpose: to be the finest in entertainment. The Guest experience was to be, from start to finish, an uninterrupted performance. Walt’s focus on providing the best “show” meant never interrupting or diverting the Guest’s attention. Marty Sklar, the now-retired Chairman of Walt Disney Imagineering still recounts walking through Disneyland with Walt when, just as they were entering Frontierland, a company publicist drove up to the pair. Walt, in shock, asked the publicist, “What are you doing with a car here in 1860?”When you think about your business and the story you are telling, is your show consistent? How do you deliver an uninterrupted customer experience? …… Continue reading →