Disney Brand Loyalty Keynote Speaker
Five daily blogs about life's 5 big choices on five different sites.
We share 64 years of combined Walt Disney World Service.
In four days i’ll celebrate the third anniversary of my Disney retirement.
i picked Halloween on purpose so i can say, “After 30 years of service it was really scary to leave Disney.”
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Wow.
The target for all customer service efforts?
When something is surprising and delightful.
The contract was executed a day late but I’ll take it. So delightful to check business checking first thing this morning.
Not perfect, but excellent.
Perfect would have been before yesterday.
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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.
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.
These questions from a recent audience member prompted my response below:
Is there a difference in the customer approach between a consumer oriented organisation (like Disney) vs a corporate relation (like IBM dealing with clients), i.e do you believe that the four world class basics you present apply the same way?
And, is there a place for emotions in the type of environment where we are? How can we leverage emotions in our customer relations?
My reply:
There is no difference. Why would there be? People serve people. The product is literally irrelevant in the equation. Who cares about a great product if the employees are rude and unhelpful? No one.
Disney is a massive, global, 160,000+- employee enterprise. We have divisions (and people) who do similar things like what you do. No one at Disney says, “These things only apply to The Theme Parks.”
The other way to understand this is that the four principles work for employees serving other employees (never seeing the paying customer), as well as Leaders serving employees. There is no difference.
Emotion trumps everything. What makes us (you, me, our colleagues) loyal to a product or service is the emotional connection? We will drive farther and spend more for something we can get closer and cheaper. Yet we invest more time and/or money for the same thing. Why? Because we believe someone treats us better. We like that, and will pay a premium. Trust wins at the end of the day. Emotions and trust are inseparable.
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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.
Do we have the courage to act on limited knowledge and insufficient evidence?
That’s what speaking up against status quo requires. That, or ignorance.
Twice yesterday i was quietly stunned by two incredibly weird customer service experiences.
The Dollar Rent A Car representative at Chicago Midway told me i needed to fill up the gas tank within 10 miles of the airport and if i didn’t have a receipt as proof, i would be charged $10/gallon.
The Best Western Valparaiso front desk clerk asked for my credit card for incidentals. When i shared that i would not be making any charges, he revealed that it was really to cover themselves against any damages the guest might create.
It would seem both of them lied.
That is so weird to think that some companies have a culture encouraging this allowing this to happen.
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