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

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

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.

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.

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!

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.

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.