Page 32 - Harnessing the Management Secrets of Disney in Your Company

Walt's Way 13

2
replied “I have more credibility than a hired actor.” He truly believes that
his average-guy persona translates to comfortable shoppers.
In early 1973, young George could be seen driving through the South
in an old Buick Electra, selling for his father’s coat-manufacturing busi-
ness. Even then, George was dreaming about setting his own standards
and defying his father’s “no return policy.” He had more than a hunch
that customer returns had a direct relationship to building and maintaining
customer loyalty.
“Although all four of Walt’s principles are important, it begins with
the Dream. Because, ultimately, what makes businesses successful is their
ability to do something that in effect has not been done before,” George
told us. After making a number of what he terms serious mistakes over the
years, Men’s Wearhouse basically wore down the competition and became
number one in its industry.