“Once those parks and resorts are there, they really become owned by the audience experiencing them.” There is something special about going back to a place you helped create and seeing what it has become. Bob Weis recently had that opportunity when he returned to China for the 10th anniversary of Shanghai Disneyland. Bob is…

“Small details create world-class customer service.” One of the most rewarding parts of teaching a workshop is watching people leave with a completely different way of looking at their work than they had when they arrived. That happened during our first in-person World-Class Customer Service Workshop. I had high expectations going in, but the day…

“The people I work with who are most successful understand they’re taking their experience and using it to guide someone else.” One of the things I enjoy most about hosting conversations is that I never know which question will uncover the biggest lesson. When Lindsay Carlson joined me to ask a few unscripted questions, we…

“People are going to your website for the relationship.” For a long time, we treated websites like pure pieces of technology. If the pages loaded, we checked the box and moved on. Lindsay Carlson helps remind me that a website isn’t just a tech project. When done right, it is a communication hub, a relationship…

“Everybody wants to be an author, and nobody wants to be a writer.” Most people don’t struggle with ideas. They struggle with action. One of the many reasons I appreciate Jeff Barnes is that he has a way of turning big goals into practical action. Most people know Jeff as Dr. Disneyland and the author…

“Find people that you’re willing to invest in, and you’re going to go to some really cool places that you can’t currently imagine.” One of the things I admire most about Jeff Barnes is that he is always thinking beyond what is next and focusing on what is possible. Most people know Jeff as Dr.…

“If you’re not getting exposed to those new thoughts or new ideas, then you’re not effectively advancing the way you’re serving.” For years, people kept telling me how incredible the show The Sopranos was. I finally sat down to watch it, but I made a massive mistake. I accidentally started on the first episode of…

“A dream becomes more than an idea when you refuse to give up on it.” One of the things I enjoy most about conversations with Bob Weis is the way he helps you see familiar stories differently. Bob is the former president of Walt Disney Imagineering and the author of Dream Chasing. After spending decades…