IMBC 2012: Speaker talks about ‘chain of excellence’

Posted on 02 February 2012

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ORLANDO, Fla. - “If it were easy, everybody would be doing it,” said David Mulvey, a facilitator at the Disney Institute, during his keynote address today at the International Marina & Boatyard Conference.

Mulvey said Disney achieves its goals through a chain of excellence: leadership excellence, cast (employee) excellence, guest satisfaction, and financial results and repeat business.

Excellent leadership starts with a vision and creation of a shared purpose; employee excellence is driven by culture — a culture of friendliness, good attitude and excellent training, he said. Guest satisfaction is achieved by exceeding guests’ expectations and paying attention to detail.

“We create happiness by providing the finest in entertainment for people of all ages,” he said.

That results in good financial results and repeat business, he said.

Mulvey said businesses such as marinas and boatyards can achieve a competitive advantage by identifying an unworked trend, by being leaders in their field, by word-of-mouth referrals, by always improving standards and by taking care of their employees.

Comments

4 Tuesday, 07 February 2012 13:21

By Chris Mapp

This is a Great article and he is very accurate. View the video "why" by Simon Sinek at Ted.com and this is the culture change that we are modeling to accelerate our leading by serving. I have personally spent a week at The Entreleadership Series by Dave Ramsey and the entire Lampo Group team. These people are true superstars and this is the same culture Mr. Mulvey is refering to. If we do not embrace and learn from what happend to all of us in the recreational industry in late 2007 and 2008 we should understand that we can longer continue to do business the way we used to. Leadership is a process not a position.
Chris Mapp
coastalbendmarine.com

3 Thursday, 02 February 2012 19:24

By Bill Full

Disney's ability to do what they say they will do is exemplary, with or without electirc boats. While not precisely the same business they complete with boat builders, marinas, dealers etc. for recreational dollars. We would be well advised to study them and copy as appropriate to our circumstances.

2 Thursday, 02 February 2012 18:56

By Woody Roehm

I really feel sorry for Disney, they are missing the boat, the electric boat. Just think of all the money and fuel they waste each time one of their fossil powered vessels leave the dock! Plus if they check into it the insurance would most likey go down, WOW! more savings, and they would be supporting a Fl based company where the employees visit and spend their wages at the park.
Woody Roehm
This e-mail address is being protected from spambots. You need JavaScript enabled to view it

1 Thursday, 02 February 2012 17:00

By gunner62

So the goal would be to have a real "Micky Moose" operation? That's not that hard I guess. Maybe they're on to something after all.

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