Customer – Page 4 – Disney Brand Loyalty Keynote Speaker

Do the basics brilliantly

dental appointment card — Yesterday, Nov 1, 2016.

What are we if not the sum total of our days?

The dental practice employee came to the lobby, called my name (i was the only one there) and then escorted me to the exam room.

He began by telling me the “one-year process” would conclude in six weeks – a net of only 20 weeks, not 52.

i asked a few clarifying questions, for understanding, and he couldn’t answer them convincingly. So i rephrased them.

Still no luck.

Finally, i asked his name (Jordan) and shook his hand. i had been sitting for awhile in the exam chair, with the dental bib around my neck.

We had never met before, he was offering dramatically different news than the Doctor-prescribed protocol, he couldn’t answer the questions, and i had no idea his name or his role at the practice.

i was there simply (and routinely) to get three more sets of Invisalign braces (a six-week supply: trays 8, 9 & 10).

Excellence doesn’t end with the basics, but it certainly starts there. Introduce yourself to every patient. And every patient you meet for the first time, initiate a warm and friendly welcome, introduce yourself, and explain your role.

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This website is about our career health. To leave this site to read today’s post on my home health website, click here.

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

Revolve everything around your perfect client

Stumbled upon these sales tips from LinkedIn two days ago. Focusing on #2 & 5.

Revolve everything around your perfect client.

Common sense, not common practice…this becomes your brand.

Consistency across the entire organization.
Inspired, enthusiastic employees.
Quick, scalable problem-solving synergy, strategies and tactics.
Capable leadership who can make decisions without seeking approval first.
Margin, or breathing room, in your busy schedule – to create unencumbered time to think, dream, inspire and strategize.
Financial growth that feeds itself.
Organizational vibrancy.
A place where people are proud to tell others they work there.
A place where mediocrity can’t breath. Ever.
Recognized as a category of one.
Admired, respected, trusted by your customers & employees.

Focus. Hone. Repeat.

• • • • •

This website is about our MONEY. To ponder posts about our HQ, click here.

We changed our questions at Disney, changing everything

Questions.

Questions

We changed our questions at Disney, changing everything.

The first 15 years working at Disney, we asked questions similar to the ones Press Ganey is asking above.

Somewhere in the middle 1990’s we transformed our thinking as an organization.

We uncovered the four key drivers to Guest Satisfaction and made sure every Cast Member group (Front Desk, Waitress, Life Guard, Merchandise Host, Landscaper, etc) was rated on those four key drivers above everything else.

Four simple questions.

Every Cast Member group was held accountable for excellence in all four Key Drivers.

What if we “aced” lessor Guest Satisfaction Drivers, but failed at mission critical drivers?

Our repeat visitation – our number one business metric – would drop.

Simple as that.

Even a 1% drop would translate to millions (and millions) in lost revenue.

And even a 1% increase would have the opposite (and positive) affect.

PS. Go 5% in either direction. Go 10%.

__________

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

This website is about our career health. To leave this site to read today’s post on my home health website, click here.

How often should we be excellent? Is it a percentage?

Disney Institute Business facilitators — Photo: circa 2013 in Lake Tahoe. Spent two days immersed as a student with a dozen of my DI colleagues.

How often should we be excellent? Is it a percentage?

What about that percentage of our customers that get less than our excellent work?

Is that fair to them?

And do they notice the absence right away, or is it easy to fool them?

How do we justify giving some less than our best?

Is it because it’s so hard to set high standards and maintain them 100% of the time?

__________

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

This website is about our career health. To leave this site to read today’s post on my home health website, click here.

Great leadership allows this to happen

View while waiting.

Passing the time.

Menu.

Great leadership allows this to happen…

We arrived at Disneyland and headed into the Park to get dinner. No reservation, no plan. The turnstile Cast Member recommended The Plaza Restaurant for their incredible fried chicken, so off we went.

As we walked up to the entrance, aha, hey, what about Blue Bayou for their Jambalaya and gumbo? Perfect.

But at 5pm and no reservation, the odds were nearly zero. We took the chance anyway.

The initial answer was led with an apology and then Evelyn said, “Let me check on something.”

She returned a few minutes later with, “We can do it but there will be a 30-45 minute wait.” We took the pager and 22 minutes later, we were inside. Thank you Walt for your amazing insistence on excellent Guest Service.

__________

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

This website is about our career health. To leave this site to read today’s post on my home health website, click here.