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#003: The Power of One Brand

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In this episode of the UnPodcast, we talked about why making one person’s day is your job and in fact is your entire purpose in life and why you should be the “Disney” of your industry.

Being great at what you do doesn’t come from a policy manual, procedure or training, but from who you are.

Awesome is not in the policy manual. [Tweet this]


Other topics include:

  • Urinal poking incidents
  • Why sometimes you just need the Dubstep
  • Bloody incidents at team-building happy hours
  • The importance of caring about one sale
  • What marketing is all about
  • Why, “I’m not Google” isn’t a good excuse for giving subpar customer service
  • The real job of HR
  • Why experience has nothing to do with whether or not someone will be a good employee
  • And so much more. . .

    Items mentioned in this episode

  • Lowering the Bar article
  • LUSH Soap
  • EBGames
  • Ubisoft
  • The Most Beautiful Ruined Moment
    Video provided by: AtomicSpark
    Audio recorded by: Wayne Cochrane Sound

    • cbazelewick

      Totally agree! I always say “I didn’t get to where I am because of what I know, but rather because of who I am”

    • BTRIPP

      Man … had ME crying for the middle 20 minutes!

    • Laura Sampson

      Sadly this cast member isn’t with Disney any more. The Disney Institute teaches external companies to better understand these principles. Thanks for highlighting a company I’ve proudly worked for over 22yrs. Our mission is “We create happiness for people of all ages everywhere.”

    • good luck bro 🙂

    • love this!

    • Lorraine Serra

      I need to listen again! So much insight. In a culture that becomes more and more impersonal, it is refreshing to be reminded that people are people….people are not prospects. We all have stories of making a difference, making an impact because we took the time to “see” the humanity in each person. I can’t tell you how much the Jedi -man story has touched me. Each of us has something great to contribute…that one moment of contact may be life changing for another. Oh, that we all could be life changers!! Kudos! And God bless.

    • ChrisMurphyHub

      Listened to the episode this morning, and I cried my way to work. Great points and great episode.

    • Hi, my name is Lollie and I’m an Apple-holic. I went Apple and never looked back. I haven’t willingly touched a Window in 8+ years. I love most everything about Apple, including the ability to go to the Apple store to solve my occasional Apple dilemma.

      So imagine my surprise when I walked into my local Apple store at 9:15am last week to buy a stand & wireless keyboard for my MacBook Pro and was politely turned away by the young lady manning the front of the shop – “I’m sorry, we don’t open til 10.”

      Oops, my bad! So sorry.

      But there were already customers in the shop, and I knew I had come in the store before 10am for appointments with a Genius.

      “Oh yes,” she informed me, “we do have Genius appointments, and training, before 10, but the store isn’t open.”

      “But I drove all the way here, and I’ve got a ton of work waiting for me. I know exactly what I need,” as I pointed to the two items sitting side by side on the shelf.

      “I’m sorry, we aren’t open yet.” Then she turned around, and busied herself with straightening keyboards and checking her Apple store device, avoiding eye contact with me, the dumbfounded Apple-holic, at all costs.

      She never left her post near the front door, and I couldn’t help wonder if she was worried I’d bolt for the shelf, grab the stand & keyboard and plead my case with some other, more empathetic, Apple store employee.

      Seriously, she was there, there were customers in the store, she couldn’t have grabbed the two items for me, checked me out and sent me home after a gentle chiding and a promise never to make the same mistake?

      Nope, I had to kill 45 precious minutes wandering aimlessly about the shopping center before I could return to the Apple store and make my purchase!

      This was my first ever Apple store fail, and I won’t soon forget it.

      Of course, now I’m kicking myself that I didn’t think to tweet Apple right there on the spot – I was too stunned to think clearly.

    • Trevor

      Wow. I guess I can’t stop hating on Disney.

    • Brenda Kerber

      Please do more about ‘don’t make it so hard for me to give you my money’. You are so right about that. I am a retailer and we do everything to make it easy for our customers. I am constantly amazed at the manufacturers I contact and say ‘I’ve seen your stuff, I think it’s awesome, I want to sell it in my store, please send me details on opening and account’ and they NEVER GET BACK TO ME! Almost always – so much so that when someone does respond to this, I am shocked and amazed. When someone wants to give me money, I let them!

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