Category: Professionally Speaking

72-hour challenge

What is one new extra inch you can start doing within the next 3 days?

Or,

What is one current extra inch you already do that you can start doing more often within the next 3 days?

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This website is about our WORK. To ponder today’s post about our HOME, click here.

Consistency

Consistency is the hallmark of quality service.

No one knows how it works.

And if you don’t know how it works you can’t scale it and do it all day every day.

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This website is about our WORK. To ponder today’s post about our HOME, click here.

Google Customer Service

dark image with the word Google

Google Customer Service.

Search Amazon Books category for Customer Service.

What are they all trying to say?

They can’t all be saying something different.

They’re all saying three universal truths.

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This website is about our WORK. To ponder today’s post about our HOME, click here.

Book and keynote notes, work

conference room class
A rare photo of nearly the entire Disney Institute Team in a two-day internal training session.

A clear, concise, compelling vision is the key to desire.

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This website is about our WORK. To ponder today’s post about our HOME, click here.

Disney Customer Service 101

disney customer service speaker
Questions are a labor of love. Questions sustain an insatiable desire to learn.
child in wildflowers
The vision. Photo: $3.00 poster from Walmart. Displayed in our home for years before we became long-shot parents.
child in wildflowers
The reality. Photo: Our young son in our yard.

i don’t have the answers, i have the experience.

Astonishing find from my customer service research. Two options…

Organizations where the majority of employees know a simple, singular customer service goal outperform all other organizations.

Organizations where no one is focused on a collective, singular organizational goal always underperform.

The other research finding is that all human beings instinctively know what do do.

The pervasive organizational customer service opportunity is to know the three world-class basics.

The goal, the tools, and the reason.

Once the three are linked, Magic happens.

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This website is about our WORK. To ponder today’s post about our HOME, click here.