On this episode of Creating Disney Magic, a listener asks what I think is the biggest opportunity for the service industry.  We've tried everything else, now let's take care of the customer.  No gimmicks. No marketing campaign. No technology. Just people taking care of people.  To make this happen, you have to stop relying on your business strategy and develop a leadership strategy.  In order to take care of the customer, you need the right people. To hire and retain the right people, you need the right leadership.  Leadership is the difference between being average and being great.