Five core topics overview:


 Simplicity is operational genius.


Please resist the temptation to dismiss the simplicity below. It can be difficult to believe in if you’ve never worked where it works. It is one of Disney’s best kept secrets.


Click underlined-word topic to see Executive Summary, which also includes a link for greater detail for that topic.

You can also scroll down past the individual topics for a quick link to see everything on one (longer) page.



Leaders set the internal service culture for employees.


Employees stay if they’re happy, and if they stay they get good at what they do.


Customers love happy employees who are great at what they do.


Customers who are convinced you love them definitely return and definitely recommend.


The road to excellence has no finish line.


Bonus Content:



Culture is either your greatest asset or your biggest roadblock.




If you want to see all five topics, in greater detail, on the same page, click here.


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