Wow – Page 2 – Disney Brand Loyalty Keynote Speaker

A huge Customer Service moment

American Airlines Customer Service at Orlando International Airport baggage claim blew me away.

This is a huge wow moment.

A huge Customer Service moment by two American Airlines employees at Baggage claim.

i asked them (above), “Is this an American Airlines thing or are you the only two who do this?”

They said they are the only ones.

What’s special about what they do is the extra effort they demonstrate by placing every passing piece of luggage handle up so customers may easily grab their bag.

WOW!!!!

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Pay attention to details to exceed expectations

Multiple versions.

What it looks like with a nice coat of paint.

But it’s the extra detail that makes it a Disney standard.

Pay attention to details to exceed expectations.

In business terms, most describe focusing on the details as the effort required to exceed customer expectations.

A wonderfully professional paint job isn’t enough.

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

If you want to stay on this site and read more posts from this Blog, click here.

The reward for thinking small

Disney Leadership keynote speakers — Scribbled this idea on a post it note a couple weeks ago.

At Disney, the belief is simple:

If everyone does a little all the time, a lot gets done.

It’s the engine that powers the Magic-making machine.

To tweet the last three sentences, click here.

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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.

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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.

The Wow Factor Works Like This

The wow factor. Most have heard of it. Many, even, have written about it.

Walt Disney perfected it, and made it “business as usual”, while others are still trying to comprehend how to do it consistently.

So how is it instilled in every employee of an organization? That’s the vision isn’t it? That all your employees, at every level, embrace the consistent, surprising and delighting, of all your customers.

And by the way, I’ve always said, “Consistency is the hallmark of Quality Service”.

Anyway, back to my original point. I’m checking my gate number on the monitor and hear, “Over here”!

Michele, the TSA hostess, calls me over to the expert traveler line. There is no line. Sweet! And I find myself smack on the receiving end of the wow factor – small, seemingly insignificant moments when an employee does something nice for a Customer.

I’ve never been invited through the expert traveller line. She told me I could come back the next time I fly.

Thank you Michele. See you next week.

Carpe diem, jungle jeff 🙂