The Experience. Loeffler Bruce

expecting levels of consistent excellence in every encounter, every time. Creating positive Impressions of your business is no different than a Broadway show or Walt Disney World.

      Bruce, who was with Disney for more than 10 years, had the privilege of being part of the performing group, “Kids of the Kingdom” that performed in front of Cinderella's Castle in the hub at Walt Disney World. The show lasted 25 minutes. Prior to ever performing, the cast would rehearse and rehearse and rehearse in the Production Center day after day. One day Bruce calculated how much time was spent rehearsing. He was surprised to discover that they rehearsed seven hours for each minute they were onstage. The key is to develop people to become professionals who can demonstrate repeatable skills on a consistent basis. This means that Impressions are both the natural and repeatable skills that we train and expect our people to deliver on a consistent basis.

      The Differentiator

      Those individuals and the companies that are different, better, and unique are this way because they're able to differentiate their people from their competitors'. Consider a typical bank, for instance. All banks and financial institutions are heavily regulated by the U.S. government. In essence, there is virtually no difference between Bank A, Bank B, and Bank C other than a few basis points here or there. This means that the only real difference is in the Experience and the people. The attitudes, level of service, and personalization they provide are what create or destroy the Experience – and are the ultimate differentiator.