Recently, I was preparing a speech to a graduating class from the IAPath certification program. One of the topics I was touching on was Ownership.
Ironically enough, I had some travel difficulties the day before the speech when heading to Accelerate powered by NetVU.
My experience could have dramatically changed had the individual I dealt with took a page from The Disney Institute.
The Disney Institute has a core principle that says:
It’s not your fault, but it is your problem
Sure we encounter all kinds of situations where someone else’s actions put us in a tricky spot. But how we respond to that situation makes all the difference to your customer and their experience.
We jump into my funky travel, meet up with Amber (not really), and talk about how my experience could have changed with a slight tweak, in this episode of The Insurance Nerdery.