Announcing the 2nd Edition of “The Wonderful World of Customer Service at Disney”

I’m very excited to announce the 2nd edition of The Wonderful World of Customer Service at Disney. When the first edition of The Wonderful World of Customer Service at Disney came out, my rationale for writing the book came from the fact that I didn’t feel anyone was really telling people what customer service was really all … Read moreAnnouncing the 2nd Edition of “The Wonderful World of Customer Service at Disney”

Sam Gennawey’s new book: The Disneyland Story

I apologize that I have not posted much lately. Part of the problem is that my real job of helping companies become as customer-savvy as Disney and other great organizations has kept me extremely busy. But the other reason is that every time I have a spare minute, I’ve been reading Sam Gennawey’s newest work–The … Read moreSam Gennawey’s new book: The Disneyland Story

Gold Level Service or Platinum Level Service

A few years ago, I found myself outside the hospital walking past this presentation. Following the name of the hospital, the sign says: “For our Non-Smoking Patients, Visitors & Staff “If You Must Smoke Please Move Further Down The Sidewalk To The Seating Area “THANK YOU” If you look further on, you can see that … Read moreGold Level Service or Platinum Level Service

Thoughts On A Minor New Policy At Disney

I grew up in Phoenix, Arizona. In 1972, in fifth grade, I went to Disneyland. We didn’t go in the summer following 6th grade, so I saved my money working lawn jobs and paid for my family to go on vacation to Disneyland at age 12. We stayed at the brand new Howard Johnson Hotel … Read moreThoughts On A Minor New Policy At Disney

2012: Disney Parks’ Biggest Year

Walt said that “Disneyland will never be complete as long as there is imagination left in the world.” Since the mighty Matterhorn addition in 1959, Disney parks have been adding in a major way. Take a look at those biggest additions made over the years. Then take a look at 2012. It may well be the … Read more2012: Disney Parks’ Biggest Year

Finding Light and Knowledge in Fowler’s Harbor

At Disneyland, head to Fowler’s Harbor in New Orleans Square and you’ll find a sign for a Chandlery. In time a chandlery is became sort of a 7/11 convenience store to ships coming into the harbor. But originally, they were providers to the ships in fuel and lanterns for lighting the ship. There is a … Read moreFinding Light and Knowledge in Fowler’s Harbor