By age 29, Doug was the head of Disney’s world famous Disney University at their Corporate Headquarters. With over 30 years of combined experience working at Disney and in his private practice, Doug has helped increase human and corporate potential. He teaches organizations and individuals real-life skills to redefine service and leadership excellence, embrace change, and compete in the global marketplace.
Doug provides every client with a thorough pre-event needs assessment by conducting interviews with their leaders, employees and even their customers. He then weaves the organization’s history, challenges and goals into his presentation message. Join Doug as he takes you on an entertaining and insightful journey “behind the scenes” to discover both the secret of Disney’s success and how it and other organizations have overcome spectacular challenges.
LEADERSHIP/TEAMWORK
Lead the Way, Your Customers and Employees Will Follow
Exceptional customer service breaks down if leadership doesn’t model the desired attitude and behavior. Doug zeroes in on the concept of great leadership = great customer service, then reinforces his concepts with examples of successful strategies from Disney and other organizations. Management is responsible for building a strong team by setting the tone. Few people are “natural born leaders,” and this presentation demonstrates how an extraordinary attitude and communication style can transcend the organization and make a difference. While front-line employees take care of the external customer, the leadership team is responsible for taking care of the internal customer. The strongest organizations have leaders who role-model attitudes and behaviors that inspire heightened productivity, plus maximize both personal and professional success.
CUSTOMER SERVICE/COMMUNICATION/MOTIVATION
The Magic of Exceptional Customer Service
What is the magic of Disney? How can you duplicate it? Doug’s leadership experience at the Walt Disney University provides fascinating stories, unique insights, and invaluable lessons. Learn how Legendary service is a delicate balance that attends to both the art and science needs of your employees and customers.
“Doing the ordinary in an extraordinary fashion” isn’t rocket science – customer service excellence should be ingrained in the culture of every company. In this ever-changing economy, more companies than ever before are realizing the strategic importance of transforming their service into a market differentiator.
CHANGE/CREATIVITY/INNOVATION
Even Monkeys Fall From Tress, Learn From Mistakes and Embrace Change.
Even the best and the brightest make mistakes. However, the ability to deal with setbacks, then bounce back even stronger is the hallmark of consistent market leaders. Join Doug as he takes you on a “behind the scenes” tour of the Walt Disney Company to learn about both its successes and how it overcame spectacular obstacles by challenging the status quo and embracing change.
Successful organizations embrace the attitude of “change or perish” and are willing to reinvent themselves. How do the best organizations overcome growth traps which include turf wars, hierarchical barriers and creative stagnation? Doug provides examples of how world-class leaders have eliminated these barriers to improvement and enthusiastically embraced change. The world is changing, are you?
Beyond Stuck in the Middle Seat™ Welcome Change & Take Control
What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you? During this presentation, Doug uses the middle seat as a metaphor for what happens to all of us in life. How do you deal with unfortunate situations? When in a situation that you “can’t control,” what options do you actually have?
This entertaining and thought-provoking presentation addresses such topics as: Creative Problem Solving, Work-Life Balance, Stress Management, and Career Development. Join Doug for some fun as he addresses everything from life-on-the-road horror stories to dealing with organizational change.
GLOBAL COMPETITIVENESS/DIVERSITY
The Changing Face of Today’s Customer
The globe is shrinking….is your business expanding? All companies that expand globally or provide products to culturally diverse customers run into problems. Learn what companies such as IBM, Starbucks, Procter & Gamble, Intel and Disney have discovered (often the hard way) and how you can benefit from those lessons. Doug gives real-life examples that support the concept of think globally, but act locally. This presentation is a “must” for groups that serve a culturally diverse customer base, either domestically or internationally.
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