www Doug Lipp com Lead the Way Customers

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Lead the Way… Customers & Employees Will Follow www. Doug. Lipp. com

The Magic of Exceptional Customer Service & Leadership www. Doug. Lipp. com

Confession: There is no “Magic” www. Doug. Lipp. com

Confession: There is no “Magic” It’s Doing Ordinary Things Extraordinarily Well www. Doug. Lipp. com

The Challenge of Outwitting, Outplaying, and Outlasting Your Competition www. Doug. Lipp. com

Lessons From Disney: “Be Willing to Change To Remain the Same” www. Doug. Lipp. com

Organizations That Reinvent Themselves www. Doug. Lipp. com

Organizations That Reinvent Themselves Will Dominate Their Market! www. Doug. Lipp. com

Maximize Your Potential: www. Doug. Lipp. com

Maximize Your Potential: Overcome the Obstacles www. Doug. Lipp. com

Maximize Your Potential: Overcome the Obstacles Create the Opportunities www. Doug. Lipp. com

The Obstacles www. Doug. Lipp. com

Obstacle #1 Let The “Sacred Cows” Rule www. Doug. Lipp. com

“Sacred Cows” • Stuck in A rut • “Back in the good ‘ol days…” • “That’s not my style” • “I’m not in sales” • “What would Walt say? ” www. Doug. Lipp. com

Obstacle #2 “We’re Soooo Good” www. Doug. Lipp. com

“Soooo Good” • Arrogance • Complacency • The One-Trick Pony www. Doug. Lipp. com

Obstacle #3 Everyone Else is: “A Jerk” “Incompetent” “Too Demanding” www. Doug. Lipp. com

“Everyone Else is a Jerk” • Mutual Bashing & Contempt • Robotic / Self-Centered • Other Person’s / Group’s Fault www. Doug. Lipp. com

Obstacle #4 “Save” Your Way to Prosperity www. Doug. Lipp. com

Save Your Way to Prosperity • Fire the Matterhorn Climbers! • Tinkerbell? What’s the ROI? • Who Needs Training? • Don’t Value Your Value www. Doug. Lipp. com

The Opportunities www. Doug. Lipp. com

Opportunity #1 Communicate www. Doug. Lipp. com

Communicate www. Doug. Lipp. com

Communicate • Tear Down the Walls www. Doug. Lipp. com

Communicate • Tear Down the Walls • Consistency & Discipline www. Doug. Lipp. com

Communicate • Tear Down the Walls • Consistency & Discipline • Words + Actions = Execution www. Doug. Lipp. com

Communicate Hire Right www. Doug. Lipp. com

Communicate Hire Right Train Right www. Doug. Lipp. com

Communicate Hire Right Train Right Treat Right www. Doug. Lipp. com

Communicate To Achieve & Sustain Your Culture www. Doug. Lipp. com

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Core Values www. Doug. Lipp. com

Opportunity #2 Observe, Imagine, Deliver www. Doug. Lipp. com

Opportunity #2 Observe, Imagine, Deliver Expanding the Possibilities… …Through Teamwork! www. Doug. Lipp. com

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Balanced Teams Can: Outwit, Outplay, and Outlast The Competition www. Doug. Lipp. com

Teamwork www. Doug. Lipp. com

Teamwork • Seeing the Possibilities = Outwit www. Doug. Lipp. com

Teamwork • Seeing the Possibilities = Outwit • Being Flexible www. Doug. Lipp. com = Outplay

Teamwork • Seeing the Possibilities = Outwit • Being Flexible = Outplay • Relying on Your Team = Outlast www. Doug. Lipp. com

Opportunity #3 The World Is Changing… Are You?

Opportunity #4 Creativity “Disney Style” Know Your Customer! www. Doug. Lipp. com

Opportunity #4 Creativity “Disney Style” Walk In Their Shoes www. Doug. Lipp. com

Walk In Their Shoes From Ordinary to Extraordinary… www. Doug. Lipp. com

Walk In Their Shoes From Ordinary to Extraordinary… Solve Their Problems! www. Doug. Lipp. com

Walk In Their Shoes From Ordinary to Extraordinary… Solve Their Problems! Prove Your Value! www. Doug. Lipp. com

Walk In Their Shoes From Ordinary to Extraordinary… “Where did I park my car? ” www. Doug. Lipp. com

Walk In Their Shoes From Ordinary to Extraordinary… “When is the 3: 00 Parade? ” www. Doug. Lipp. com

Walk In Their Shoes From Ordinary to Extraordinary… Popcorn Empowerment www. Doug. Lipp. com

Walk In Their Shoes From Ordinary to Extraordinary… Custodian Care www. Doug. Lipp. com

Walk In Their Shoes From Ordinary to Extraordinary… Frontierland Canoe Races www. Doug. Lipp. com

Walk In Their Shoes From Ordinary to Extraordinary… Minnie’s Marathon www. Doug. Lipp. com

Walk In Their Shoes From Ordinary to Extraordinary… Donald’s 50 th Birthday Party www. Doug. Lipp. com

Walk In Their Shoes From Ordinary to Extraordinary… Tigger Teambuilding www. Doug. Lipp. com

Opportunity #5 Life on the Highwire The Best Teams are Balanced Where Do You Stand? www. Doug. Lipp. com

Outstanding Service & Leadership A Balancing Act of: Art & Science Maintenance & Risk-Taking www. Doug. Lipp. com

Life on the Highwire Where is your safety net? ? ? • All Business is “Show Business” • On-Stage vs. Off-Stage • SCSC = Customers For Life • Cultural, Regional, Self Awareness www. Doug. Lipp. com

Opportunity #6 It’s Up to You! www. Doug. Lipp. com

Opportunity #6 It’s Up to You! What Will You: Start, Stop & Continue www. Doug. Lipp. com

Start Stop Continue Short-Term (This Week) Start: Stop: Continue: Long-Term (Within 1 Month) Start: Stop: www. Doug. Lipp. com Continue:

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