An overview of the five core topics:


 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.



Leaders set the internal service quality 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.



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