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Twenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers. Today, with social media, thousands of potential customers can learn about horrible service within hours, minutes or even seconds after it happens.

Bill Capodagli

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Bill Capodagli
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The two critical questions to ask are: Who is my customer? and What value am I adding? Unfortunately, many workers cannot answer these questions. They tend to blindly do things, and develop bad habits of doing things over and over for no good reasons.
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When values are deeply embedded within an organization, they seldom change.
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In the long run, it costs more to provide poor rather than good service.
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Knowledge is the understanding of what, how and why we need to do something. Skill is applying that knowledge in a practical situation. Attitude is the desire to transform our knowledge into skills and ultimately into habits.
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Storyboarding is what I call an idea landscape - one that can help unleash creativity, improve communication, and identify practical solutions to complex problems. The beauty of storyboarding is that ideas from an entire team are harnessed, not just those from the extroverts or vocal members.
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My mother's work ethic, her attitude, and the way she treated each and every customer as if they were her best friend were better lessons than could be found in all the text books in the world.
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Organizational culture begins in HR. This means to hire for attitude and train for skill.
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Values must be demonstrated through behaviors, but they are truly significant when they represent the beliefs of an entire organization.
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People are over 20 times more likely to remember a story than a series of facts and figures. A good story touches our hearts.
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I would advise any startup to take the time to define their unique culture and work at making it a reality.
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In the best organizations, love is the real pixie dust.
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If your values are not used as the constitution of your organization, or if they are compromised, they become just words on paper.
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An idea becomes great when it becomes tangible.
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Love for coworkers, love for customers, love for the product and love for self. Walt Disney instilled all of these loves in his company. Each of these factors is critical to achieving success in any organization.
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Often we will learn more from our failures than we do from our successes.
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When you focus on results, you will very seldom see a change in your culture. But, if you focus on a customer-centric culture, you will realize long-term results.
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