I love reading good stories,
and if I actually can learn something from one, all the better.
Enjoy!
Customer Service Is Not a Mickey Mouse Affair
Not too long ago, a guest checking out of our Polynesian Village
resort at Walt Disney World was asked how she enjoyed her visit.
She told the front-desk clerk she had had a wonderful vacation,
but was heartbroken about losing several rolls of Kodacolor film
she had not yet developed. She was particularly upset over the
loss of the pictures she had shot at our Polynesian Luau, as this
was a memory she especially treasured.
Now, please understand that we have no written service
standards covering lost luau snapshots. Fortunately, the hostess
at the front desk understood Disney's philosophy of caring for our
guests. She asked the woman to leave her a couple of rolls of
fresh film, promising she would take care of the rest.
Two weeks later, this guest received a package at her home. In it
were photos of the entire cast of our luau show, personally
autographed by each performer. There were also photos of the
parade and fireworks in the theme park, taken by the front-desk
hostess on her own time, after work. I happen to know this story
because this guest wrote us a letter. She said that never in her
life had she received such compassionate service from any
business establishment.
Heroic service does not come from policy manuals. It comes from
people who care - and from a culture that encourages and models
that attitude.
by Valerie Oberlie
by Valerie Oberlie
Abraham Lincoln Didn’t Quit
Probably the greatest example of persistence is Abraham Lincoln.
If you want to learn about somebody who didn’t quit, look no
further.
Born into poverty, Lincoln was faced with defeat throughout his
life. He lost eight elections, twice failed in business and
suffered a nervous breakdown.
He could have quit many times - but he didn’t and because he
didn’t quit, he became one of the greatest presidents in the
history of our country.
Lincoln was a champion and he never gave up. Here is a sketch of
Lincoln’s road to the White House:
1816 His family was forced out of their home. He had to work to
support them.
1818 His mother died.
1831 Failed in business.
1832 Ran for state legislature - lost.
l832 Also lost his job - wanted to go to law school but couldn’t
get in.
1833 Borrowed some money from a friend to begin a business and
by the end of the year he was
bankrupt. He spent the next 17 years of his life paying off this
debt.
1834 Ran for state legislature again - won.
1835 Was engaged to be married, sweetheart died and his heart
was broken.
1836 Had a total nervous breakdown and was in bed for six
months.
1838 Sought to become speaker of the state legislature -
defeated.
1840 Sought to become elector - defeated.
1843 Ran for Congress - lost.
1846 Ran for Congress again - this time he won - went to
Washington and did a good job.
1848 Ran for re-election to Congress - lost.
1849 Sought the job of land officer in his home state - rejected.
1854 Ran for Senate of the United States - lost.
1856 Sought the Vice-Presidential nomination at his party’s
national convention - get less than 100 votes.
1858 Ran for U.S. Senate again - again he lost.
1860 Elected president of the United States.
So You Think Your Having A Bad Day?
an article in the CALIFORNIA EXAMINER, March 20, 1998): > >Fire Authorities in California found a corpse in a burnt out section of forest while assessing the damage done by a forest fire. The deceased male was dressed in a full wet suit, complete with a dive tank,flippers, and face mask. A post mortem examination revealed that the person died not from burns but from massive internal injuries. Dental records provided a positive identification. Investigators then set about determining how a fully-clad diver ended up in the middle of a forest fire. It was revealed that, on the day of the fire, the person went for a diving trip off the coast - some 20 miles away from the >forest. The firefighters, seeking to control the fire as quickly as possible, called in a fleet of helicopters with very large buckets. The buckets were dropped into the ocean for rapid filling, then flown to the forest fire and emptied. You guessed it.One minute our diver was making like Flipper in the Pacific, the next he>was doing a breaststroke in a fire bucket 300 feet in the air.Apparently, he extinguished exactly 5'10" of the fire.Still Having A Bad Day?; THINK AGAIN!
So you think you're having a bad day. The following is taken from a Florida newspaper: A man was working on his motorcycle on his patio and his wife was in the house in the kitchen. The man was racing the engine on the motorcycle and somehow, the motorcycle slipped into gear. The man, still holding the handlebars, was dragged through a glass patio door and the >motorcycle dumped onto the floor inside the house. The wife, hearing the crash, ran into the dining room, and found herhusband laying on the floor, cut and bleeding, the motorcycle laying next to him and the patio door shattered. The wife ran to the phone and summoned an ambulance. Because they lived on a fairly large hill, the wife went down the several flights of long steps to the street to direct the paramedics to her husband. After the ambulance arrived and transported the husband to the hospital,the wife uprighted the motorcycle and pushed it outside. Seeing that gas had spilled on the floor, the wife obtained some papers towels, blotted up the gasoline, and threw the towels in the toilet. The husband was treated at the hospital and was released to come home.After arriving home, he looked at the shattered patio door and the damage done to his motorcycle. He became despondent, went into the bathroom, sat on the toilet and smoked a cigarette. After finishing the cigarette, he flipped it between his legs into the toilet bowl whilestill seated. The wife, who was in the kitchen, heard a loud explosion and her husband screaming. She ran into the bathroom and found her husband laying on the floor. His trousers had been blown away and he was suffering from burns on the buttocks, the back of his legs and his groin. The wife again ran to the phone and called for an ambulance. The same ambulance crew was dispatched and the wife met them at the street. The paramedics loaded the husband on the stretcher and began carrying him to the street. While they were going down the stairs to the street accompanied by the wife, one of the paramedics asked the wife how the husband had burned himself. She told them and the paramedics started laughing so hard, one of them tipped the stretcher and dumped the husband out. He fell down the remaining steps and broke his arm. Now THAT is a bad day.
