This episode of Creating Disney Magic was recorded live in front of an audience in Indianapolis.
One table in the front of the room was a table of high school students who are members of the Kiwanis Key Club. All the questions for this episode come from the Key Club members.
One of the students asked how to turn around a bad reputation. Once a company gets a bad reputation, what can you do about it?
First, you have to admit you have a problem. Many companies don't even know they have a problem.
Next, get input from your staff on how to fix what is wrong. Don't think you know everything. People who are working face to face with customers know more than you do.
Finally, you have to do the hard work of implementing change after you discover what you need to do.
It takes time and persistence to turn around a bad reputation, but it can be done.