Bill Capodagli Quotes

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.

Habits grow from obtaining knowledge, attitude and skills.

Productivity starts with doing the right things.

If your values are not used as the constitution of your organization, or if they are compromised, they become just words on paper.

Social media can work to a CEO's advantage. Someone with a great product in a small town in the middle of nowhere can compete in the world marketplace. In 1962, Sam Walton changed the face of retailing with Wal-Mart. As we speak, Amazon is again changing the face of retail with on-line buying.

When you are young, if you can define your long-term dream, - something that you can get passionate about - solidify your values, dare to take a risk and then put a plan together to accomplish that dream... that could be the difference between success and failure in life.

For almost 100 years, The Walt Disney Company has had a variety of leaders. Even though it has been hard for some of these leaders to maintain their focus, the Company has been successful in remaining true to Walt's original direction to create the finest in family entertainment.

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.

This is great if you know all those "not to do" strategies. Sometimes you learn the "not to do's" by doing. The key is to fail forward fast. Try, fail, learn, and quickly try again.

Organizational culture begins in HR. This means to hire for attitude and train for skill.

Write down your Dream or story; create your own unique Values, Believe in them, and use them to make all decisions; Dare to take some risks; and Do the planning, revisions and details to realize the Dream.

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.

Vision without execution is like a plane without wings, or Dumbo without ears, it just won't fly.

The role of any exceptional facilitator or consultant is to work themselves out of a job.

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.

The two greatest role models in my professional career were Walt Disney and Dr. Deming. Dr. Deming was the Father of Total Quality Management and the person who redefined quality for the entire world.

Always look for ways to improve even the "good show."

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.

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.

The results of "engaged" companies vs "disengaged" companies are staggering. Getting workers to be more engaging with their coworkers and customers can produce huge results.

When values are deeply embedded within an organization, they seldom change.

In the long run, it costs more to provide poor rather than good service.

Recognize that millennials' personal long-term goals may have nothing to do with their organizations' long-term goals. Discover and facilitate their long-term goals, and they will be more inclined to help their organizations achieve success.

There is an old Indian saying, "When legends die, dreams end. When dreams end, there is no more greatness." Leaders like Walt Disney inspire their organizations to keep their legends and stories alive.

Values must be demonstrated through behaviors, but they are truly significant when they represent the beliefs of an entire organization.

The best ideas can come from anyone within an organization. Leaders must remember that if they want employees to embrace a new organizational "Dream" or strategy, they need to include them and seek their ideas. Creativity is NOT just for the R&D department.

In the best organizations, love is the real "pixie dust."

Companies whose marketing and sales departments are not using the Internet and social media for communication may have the same fate that the dime stores had when Wal-Mart came onto the scene.

The key is to make sure you are doing the "right things" before you worry about doing things "right".

An idea becomes great when it becomes tangible.

In today's global economy, innovations and improvements to products and services are not only happening more rapidly than ever before in history, they are being communicated instantaneously. So, it's "innovate or die"!

People are over 20 times more likely to remember a story than a series of facts and figures. A good story touches our hearts.

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.

Often we will learn more from our failures than we do from our successes.

Innovate, don't imitate. Set out to create a culture that is right for your organization, then work at making it happen.

I would advise any startup to take the time to define their unique culture and work at making it a reality.

Walt Disney said everything he had ever accomplished was a result of Mickey Mouse. Mickey was Walt's alter ego and he was originally modeled after Charlie Chaplin's Little Tramp character. So without Chaplin, who knows what Mickey would have become!

One of the reasons for The Walt Disney Company's long- term success is really the first of Dr. Deming's famous points, "create constancy of purpose." In his professional career, Walt's major passion was to provide the finest in family entertainment. For the most part, for nearly a century, the Company has stayed true to that legacy, and has set the standard for the entire entertainment industry.