218 | Business World Magazine |
July 2013
want the last memory of an otherwise great
visit to be ruined. Disney adopted the ap-
proach, “It may not be our fault, but it is our
problem”. The park started providing ser-
vices to help guests locate their cars in such
situations. As McCurley says, “We adopted
that principle. A problem can come up and
maybe it is not something we caused, maybe
we are not responsible for the problem, but
if a customer has a problem, it is our prob-
lem, and we have to be responsible to help.”
McCurley says some take another view on
this, believing that customers will try to take
unfair advantage in any opportunity, and
though he acknowledges this may happen in
some situations, he says, “It happens a lot less
than people may expect ... the vast majority
of people will be fair with you if you’re fair
with them.”
McCurley says part of what keeps his em-
ployees so engaged at work is the manner
in which the company is engaged with the
automotive industry and the community.
McCurley, has long supported a variety of
not-for-profit charities, particularly organi-
zations involved with initiatives that aid chil-
dren, fromThe Boys & Girls Club, Make-A-
Wish Foundation, and Catholic Family and
