Michael Eisner

There’s a famous story involving a group of visitors to Walt Disney World. While walking through the Magic Kingdom, the individuals watched a gray-haired man go out of his way to pick up a piece of litter. One member of the group approached the man and asked, “How many custodians are there here?” The man replied, “45,000.” The next day, the group attended a “Traditions” meeting and the same gray-haired man was present. His name was Michael Eisner, former chairman and CEO of the Disney Company. There is a strong link between leadership and great customer service. During my 10 years of delivering customer