It was a $4 million question. The new team leader at the British pub in Disney World’s Epcot Center asked the staff when they had to refuse a customer’s request. The staff replied that a lot of customers wanted take-out fish and chips, which wasn’t an option. So they began to tally the requests, and quickly realized they were missing an opportunity. The carry-out fish and chips became so popular that they merited their own free-standing location — one that generated $4 million in sales in its first year. When do your team members have to say “no”? Is there an opportunity there?
