“If people don’t know where you stand, they’ll make it up themselves.” When I took on the role of Executive Vice President of Operations at Walt Disney World, I knew…
Tag: leadership
Make it About Experience Not Price
, “Every decision comes down to one question: is it worth it?” When times get tough and prices go up, most people assume they’re going to get less. Less service…
Communicating Price Increases to Customers
“When you’re high quality and reliable, people will keep coming.” One of the hardest things in business is telling customers that prices are going up. Nobody likes to hear it…
Don't Let Your Customers Leave
“Don’t give your customers a chance to go try somebody else. They might not come back.” One of the easiest mistakes you can make in business is letting your customers…
You Have the Authority to Make Changes
“If you want to be average, just let it go. If you want to be world class, everything matters.” Early in my career I thought staying quiet was the safest…
Humility and Leadership
“Humility puts people at ease. It makes people trust you more.” Humility is one of those traits that gets overlooked, but it might just be the secret to great leadership.…