IMBC 2012: Speaker talks about ‘chain of excellence’

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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.


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