Flanagin’s Bulk Mail adds a little magic of Disney



Click this link to read the ValpoLife article about our experience (click) with being in the book The Disney Way.


Have a Flan-Tastic Day,

Donna Flanagin


Random Me:  I was so proud of our float this year and all the Flanagin Fairies!  They all did an outstanding job Creating Magic.















Attention to Detail

It will come as no surprise to most of you that I am a Disney fan.

One of the things I enjoy most on my trip is studying Disney’s attention to detail.

On my recent trip we stayed at the Boardwalk for the first time. On the first morning while sipping coffee on my balcony I noticed an employee leaf blowing the sidewalk. I also noticed that there were not that many leaves on the walk and wondered if Disney does this at all resorts. Staggering miles of walks to maintain.


On day two I again noticed an employee leaf blowing, but this time I noticed something special. As two guests approached, the employee turned off the blower, stepped aside to let the guests pass and then resumed her duties.


On day three I was greeted with a truck, generator and two employees. Now I have to admit that it was quite noisy but this one blew my mind. This day they were scrubbing the walks with a hand-operated floor type scrubber. As you can see in the picture, it was clearly making a difference.


Disney’s attention to detail is astounding.

Have a Flan-tastic Day and pay attention to detail around you. It can change your perspective.

Donna Flanagin

Random me: I am the Fairy GladMother in the Popcorn Parade. Shhhh…don’t tell the children.

Through the eyes of your customer

355 S Washington St is the Police Station

There will be a $25 charge for all returned checks

24 hour notice of cancellation required to avoid $25 fee

Do not leave children unattended

Unauthorized vehicles will be towed

No Parking

No returns after 30 days of purchase

In-store credit only

You break it, you bought it

All shoplifters will be prosecuted to the fullest extent of the law

Through the eyes of your customer.

Is there a better way?

Have a wonder-filled day,

Donna Flanagin

Random me:  today is the 43rd anniversary of the first date with my hubby.

Disney’s Approach to Business Excellence Coming to Valpo

Countdown 51 days.  Looking forward to spending the day with some friends at the Disney Institute here in Valpo.

Click here for more details in the NWI Times.

Have a wonder-filled day,

Donna Flanagin

Random me:  Just finished reading “Poke the Box” by Seth Godin.  Good stuff, will be passing the book around.

What does good customer service look like?

As I walked up to the door I noticed that they close at 6:00.  It was 6:06 so I turned around to walk back to my car.

The owner rushed out to summon me back.  She said she was going to be staying late so I was welcome to come in and browse.

She didn’t have to do that.

Turned out it was opening day at their new location.

She was setting the tone for good customer service and I noticed.

I feel good customer service needs to be spotlighted.

**** The Closet Exchange, Valparaiso IN (new location in the Wiseway Plaza on US Hwy 30) ****

Have a wonder-filled day.

Donna Flanagin

Random me:  Looking forward to the return of Arctic Orange shakes at McDonalds.

How Important are Statistics?

How important is the door?


I was inspired by Seth Godin’s blog today.

Is something important because you measure it, or is it measured because it’s important? (via Seth’s blog)

While statistics can be fun, should we be so concerned with numbers?

What’s more important….

…..how many people drive by our store, or how many people walk through the door?

…..how many people walk through the door, or how many people actually make a purchase?

….how many people read our blogs or how many people remember us when they need our services?

Maybe we should measure how much time we spend on statistics?

Have a wonder-filled day,

Donna Flanagin

Random me:  I fell down the stairs the morning of my wedding and had bruises the size of Texas.  It was okay because nothing was broken and they were all covered by the dress.

Customer Service or Waste of Time?

It was Saturday morning and Judy was working alone, something we rarely do but it is 2 weeks before the election and it is our busy time.  The phone rings and the woman on the other end proceeds to tell Judy that she mailed a package through FedEx and she needs our help.  Judy politely tell the lady that we are a bulk mail service and we don’t mail individual packages.

The lady asked Judy to hear her out.  She explained that she is in Arizona and mailed a quilt to a lady in Valparaiso but the lady in Valparaiso is on vacation.  FedEx left it on her porch and could we go and get it, bring it back to our office for safe keeping until the lady comes back from vacation? (she found our phone number by looking up Indiana mailing services on the internet and our name popped up)

Is it customer service to help a woman in Arizona that will never be our customer?  Is it a waste of our time to help out a lady that is on vacation that you don’t know?

As the owner of the business, I believe it is not about customer service, nor wasting time, it is about hiring the right people with the right values.

Judy picked up the package and it is safe and sound in our office waiting for the lady in Valparaiso to return from vacation.

What would you have done?

Have a wonder-filled day,

Donna Flanagin

Random me:  The only movie I ever walked out on was Silence of the Lambs.

Disney Institute – How Twitter Made the Difference

Proudly displaying the BusinessWeek.com article

I was doing my early morning ritual of checking twitter, facebook, linkedin, etc, etc, etc.

While making my pit stop on twitter to @Disney Institute, I noticed their shout-out looking for people who had attended a Disney Institute workshop and wanted to talk about their experience.

Well I knew I loved to talk about my experience but was there anything a small business owner in Indiana had to say that was worth telling a Fortune 100 company?

I have to tell you, I am so glad I faced that little insecurity.

Before I knew it, I was having a laid-back  telephone interview with a delightful woman from the Disney Institute.  Just discussing what I learned and how I adapted it to my business.  Simple, sweet, and no guarantees that our conversation would be used.

Fast forward to Wednesday Dec 2, I was checking my emails as I all to often do, and there it was ” The Google Alert.”    There was something about this google alert that just looked different.  What could it be?  I was one “double-click” away from my 15 minutes of  BusinessWeek.com fame .

Lessons learned –  sign up for google alerts, face your insecurities and don’t underestimate the power of this thing called “social media”.

Check out some of my favorite sites in alphabetical order to avoid playing favorites !!

Adventures with Ben ~ click here

BusinessWeek.com ~ click here

Disney Institute ~ click here

It’s All About the Customer ~ click here

junglejeff.net ~ click here

Mid Life Celebration ~ click here

Open Mike ~ click here

The Disney Driven Life ~ click here

ValpoLife.com ~ click here

Thanks for stopping by my blog.  I really appreciate it and have a wonder-filled day,

Donna Flanagin

Random me: I believe in the Law of Attraction.

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