BBA 3651Unit II – Article Review

Unit II – Article Review


Columbia Southern University

Everybody knows how significant and important first impressions are. The adage, you never get a second chance to make a good first impression, might be a bit a little dated, but it is certainly true. Most individuals will judge you within the first seven seconds of meeting you, and how they perceive you, will impact how they think about and treat you from then on. This applies to every aspect of our personal and professional lives, whether it’s a first date, a job interview, or a business conference. First impressions are the only impressions that count in a “customer-centric culture” This article discussed the steps Ottawa County, Michigan took to develop a platform for a “customer-centric culture.”

Walt Disney is regarded as one of the most creative men in the 20th century. He and his brother, Roy, co-founded Walt Disney Products, which has become one of the biggest and best-known motion picture production companies on the world. Walt believed in exceptional customer service and first impressions. He would often tell his staff, “Do what we do so well that they will want to see it again and bring their friends.”

After reading the best-selling book, The Disney Way, the government officials in Ottawa County, Michigan, decided they wanted to create a Disney-like customer service culture (Vanderberg & Capodagli, 2015). Officials saw the value of providing quality customer service to visitors, residents, and businesses. They used the Disney Way as a guide to establish a platform and guide to revamp the culture of customer service provided.

During the initial training workshops, the county came to realize that the same Disney Way experience should drive all the areas of government from law enforcement to social services. This new customer-centric culture is now known as the “Ottawa Way.” During the initial workshops, the county steering committee developed their strategic plan for the “Ottawa Way” customer-centric culture. To successfully implement the Ottawa Way, the steering committee had to get buy in from the front-line leaders and managers. Together with front-line leaders, the steering committed, developed their strategic plan, including dream and vision, values, conducts of conduct, and a roadmap for change.

For an organization-wide cultural change to be successful, the initiative must be supported and embraced by the organization from leaders to employees. Communication plays an important role in the success of a strategic plan. Well-defined communication programs are essential for sharing the organizations strategic plan and disseminating important and relevant information that informs employees of the organizations goals and objectives. Communicating the organizations strategic focus creates value for customers and stakeholders, and helps employees understanding how their work contributes to the success of the organization.

Organizations spend a great deal of time and effort in to keeping customers happy and satisfied, while cultivating good relationships and maintaining a customer-centric focus. A good first impression is the first step to building a relationship with your customers. Whether the interaction is over the phone or in-person, the initial impression can set the tone for the entire customer experience. A good first impression, may seem simple enough, but it does make the difference and can make or break a business. The officials of Ottawa County, Michigan, developed the “Ottawa Way” to ensure first impressions are positive and memorable.


Vanderberg, Al, and Capodagil, Bill (July 2015). The “Ottawa Way” Thrives: A Michigan county adopts a customer-centric culture, Public Management

Rathee, Gaurav (June 2015). Walt Disney Success Story, Retrieved on September 16, 2018 from