Customer Service time out, Disney-Style

Company ID office — Even backstage Cast Members create magic for fellow Cast Members.

Customer Service time out, Disney-Style

Four world-class customer service basics i learned from 30 years at Disney.

Do the basics brilliantly.

Never get bored with the basics.

The Bullseye, 360-Analysis, Unifying Goal, Decision Tree.

• • • • •

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

Cultural Customer Service Blueprints Implementation Plan

Disney’s Wilderness Lodge — Win the morning, win the day.

Customers

Let’s review the suggested cultural blueprints implementation plan.

The Building owner is the CEO.

Deliverables from Leader Champions are doors, windows, stairs, closets, etc.

Crucial note: Every employee, at every level, must explicitly understand the four critical service building blocks.

The Bullseye: Wow. Exceed expectations, pay attention to details. Extra inch versus extra mile.

360 Analysis: Needs, wants, stereotypes, emotions.

Unifying Goal: Purpose versus task. Discretionary effort.

Decision Tree: Prioritized decision-making matrix. Non-negotiable, famous for, business need.

All collaborative efforts by executive leaders and the cross-functional teams should revolve around simple, focused, energetic, creative, visionary, and scalable outcomes – blueprints for an organizationally vibrant culture.

• • • • •

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

How to execute next steps to convert theory into reality

Typhoon Lagoon — View from Mt. Mayday overlook.

How to execute next steps to convert theory into reality.

Big picture involvement:

Five foundational ownership tracts; 19 total blueprints.

One owner of everything, the CEO.

Up to ten Champions selected from CEO Cabinet; two Champions for each of the five ownership tracts (Leaders, Employees, Customers, Reputation, Improve). Some Cabinet members may be responsible for two ownership tracts.

Ten assistant champions selected from your best, most passionate leaders in Human Resources, Labor Relations, Employee Relations, Compliance, Employment, Marketing, Public Relations, Communications. Assistant Champions should only focus on one ownership tract.

From 15-30 advocate teams selected from every employee, at every level, in every department. This is three to five team advocates per ownership tract.

• • • • •

Owner

Champions

C-Level Executive (always have two, to solve for unexpected absences)
Provides vision, inspiration, commitment

Assistant Champions

Cross-functional pair from Human Resources, Labor Relations, Employee Relations, Compliance, Employment, Marketing, Public Relations, Communications.
Always have two, to solve for unexpected absences
Provides involvement, accountability, commitment
For unexpected absences, always be grooming the replacement from the Advocate Team.

Advocate Teams

Created from any employee, at any level, in every department
3-6 total per team recommended
Cross-functional
Provides energy, enthusiasm, effort, commitment

Final blueprint

Create action steps
Review, organize notes
Create plan
Discuss
Summarize
Create final blueprint
Present to CEO and Cabinet

Develop and deliver campaign

Goals/deliverables
Assign roles
Timeline
Accountability

Misc

Manage project scope creep
Prepare contingency plans for project disruptions
Always be grooming replacement/succession

Continuous Improvement

Manage health of all teams
Grow team bench
Measure
Celebrate
Share
Historian documents growth, change, transformation

• • • • •

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

Cultural Transformation Next Steps after Executive engagement (2-days with 19 cultural blueprints)

Disney's Shades of Green Resort lobby — Disney’s Shades of Green Resort lobby, from the Mickey Mouse statue.

Cultural Transformation Next Steps after Executive engagement (2-days with 19 cultural blueprints)

Traditional blueprint assignments:

Leaders: CEO, Human Resources, Labor Relations, Employee Relations; one of these four owns total responsibility.

Employees: HR & Marketing (Employment, Training & Development, Communications, Recognition)

Customers: CCO (Chief Customer Officer), HR (Orientation, OJT, Ongoing Training)

Reputation: HR (Training) Marketing & PR (Communications)

Improve: CEO, HR, Marketing

Notes:
We started with senior leadership because you are the most connected and experienced with the organization’s strategy. You know things no other levels know.

Recommend creating a corporate Historian (including video/photo library) to work with and assist all other areas to make key links and connections to the founder’s story, heritage & traditions, traits and behaviors, language and symbols, and shared values.

The most natural things to feel about uncharted territory: doubt, fear, anxiety, confusion, excitement, joy, relief, hope, motivation.

• • • • •

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

CUSTOMERS (floor plans, doors, windows, walls, stairs, closets, etc)

Disney Springs is near the AAU building.

CUSTOMERS (floor plans, doors, windows, walls, stairs, closets, etc)

9. (Wow) Identify and define your quintessential service goal. Then embed it in your organization’s DNA
10. (360 Analysis) Exhaustive lists of Needs, Wants, Stereotypes (+-), Emotions (+-); this will fuel scalable ways to hit your bullseye all day, every day.
11. (Unifying goal) redress your vision statement in a pair of overalls and march it to the front line. This is your battle-cry, the reason you exist. This one blueprint is the most important tool for harvesting your work force’s discretionary effort.
12. (Decision Tree) Create your prioritized corporate decision making matrix based on your non-negotiable, famous for, and business need.

• • • • •

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