Go the extra mile. Right now, i guarantee you can easily and quickly name at least two reasons why going the extra mile is a flawed proposition. Why then, do we hold tightly to the belief system that exalts this as the only choice for world-class customer service? • • • • • This website […]
Category Archives: Disney Customer Service book
Leadership accountability challenges
Leadership accountability challenges are common. Why? Lack of clarity. If i asked you and your boss to each grab a post-it note and privately write down your top three work priorities, would your list match your boss’s? What if the two post-it note lists matched? What’s to gain? What if they don’t match? What’s to […]
Paying attention to details is a religion at Disney
Paying attention to details is a religion at Disney. In the photo above, i spotted a concrete chip and immediately stopped Rob (we were leaving Magic Kingdom) and went on a riff about concrete. i asked him what color concrete is when it leaves the concrete factory. His correct answer was “sidewalk grey”. Yet you […]
What can you expect from yourself?
Disney’s world-class Customer Service reputation is driven by our fanatical attention to every detail – from over-focusing on the same things others under-focus on or ignore. Session attendees should expect to learn about these aspects of professional development: Focus on the power of a great customer service reputation Discover Disney’s customer service framework Gain insight […]
Does one bad apple spoil everything?
Does one bad apple spoil everything? Many people don’t like religion because there are people who are extremists or perhaps worse, there are people who are so luke-warm, you can’t see any integrity in their professed commitment. Somewhere in the middle is where we have the best chance to decide for ourselves and for the […]