Good management is the art of making problems so interesting and their solutions so constructive that everyone wants to get to work and deal with them.
In July 1992 an English customer of the Euro-Disney theme park in Paris rang the Customer Service department to say that he had a problem; the response from the upbeat and obviously smiling agent was ‘Sir, here at Disney, we don’t have ‘problems’ we have ‘opportunities’!
There was a short, pregnant silence.
Then the customer replied, ‘When you give my entire family food poisoning and my wife and I spend the entire flight back to the UK, vomiting, and trying to cope with two children under five also projectile vomiting, then I’d say you have a ********* ‘problem’, no matter what YOU want to call it!’
Disney’s ‘problem’ just got a whole lot bigger!
Copyright © Rus Slater and Hans Vaagenes