Categories
Disney Customer Service book

Go the extra mile

Disney University hallway
World-class Customer Service reputations are earned, maintained, and improved day after day, for decades.

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 is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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

Categories
Disney Customer Service book

Leadership accountability challenges

Disney intersection east side
On our (Disney) Eastern border, we head North toward Magic Kingdom to go home.

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 lose?

Finally, do you have company-wide standard buckets of focus? For example, at Disney, we have Employee, Customer, and Business buckets. Everyone is crystal clear on this.

Additionally, we have a second level of company-wide leadership standard buckets: Technical, managerial, and behavioral accountabilities. How well do you perform your responsibilities? How well do you manage time, money, and resources? And how well do you demonstrate the desired leadership behaviors.

•  •  •  •  •

This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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

Categories
Disney Customer Service book

Paying attention to details is a religion at Disney

Disney attention to detail
Paying attention to the smallest 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 won’t find that in the Magic Kingdom.

And none of the colored concrete is painted. Why? Because when it chips, you’d notice the color difference right away.

No one thinks about concrete when they visit a Disney Themed area.

We (religiously) aim to keep it that way.

• • • • •

This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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

Categories
Disney Customer Service book

What can you expect from yourself?

inspirational phrase
It translates to, “The work of art is me.” From the Miami Art District.

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 into how a customer service culture is created, maintained, strengthened and perpetuated

This day of Disney training uses common-sense business insights and time-tested examples from Jeff’s 30+ year Disney career to inspire leaders and organizations to rethink, reprioritize, and recommit to their own customer experience using Disney principles as their guide.

This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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

Categories
Disney Customer Service book

Does one bad apple spoil everything?

Columbia Harbor House window at Disney World
We had dinner at Columbia Harbor House restaurant between Haunted Mansion and Peter Pan’s Flight.

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 right reasons.

Start here…

What is the highest human value?

i say it’s love.

What’s our model for understanding love and for demonstrating love in our daily lives?

This should help us form our own decent decisions.

And if we choose not to decide, we still have made a choice.

• • • • •

This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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