customer – Disney Leadership Keynote Speaker

Think like Michelangelo painted

red backpack with buttons and patch — Biz trip Oct 2021.

Are you doing what you dreamt about as a child?

Did what you dream about doing as a young child involve world-class customer service?

Do you and your customers benefit when customer service levels are raised?

Have you learned all there is to know about exceptional customer service?

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Big Wow at Disney

Disney characters — Yesterday, March 15, 2020, the final day before closing for Covid-19 precautions. The foot of the Magic Kingdom wishing well.

Big Wow at Disney. Here’s how any organization can create a “Servant-Mindset”, go 5 for 5:

Are you confident every employee knows the customer service bullseye?
Have you given them the practical tool required to hit your bullseye?
Can every employee concisely explain why they exist?
Does every department in your organization make customer-service decisions based on the exact same decision making matrix?
Can every employee explain your founder’s story?

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Disney Customer Service Mindset

Disney Customer Service Mindset.

Customer service is simple – be nice enough to exceed the normal expectation.

You can be nicer if you have the ability (time, resources, energy, money, or set a new standard), but being nice enough to exceed the normal expectation is all that’s required.

Exceeding doesn’t discriminate, meaning any amount of effort that exceeds is enough to exceed, even if it’s an insignificant amount of effort.

Obviously the extra mile is a sure bet for exceeding customer expectations, but going the extra mile is not even remotely sustainable.

Going the extra inch – a seemingly insignificant effort – will not only exceed expectations, it is insanely easy to do.

As simple as making eye contact and smiling.

As simple as saying please and thank you.

As simple as introducing yourself, first.

As simple as initiating a warm salutation.

As simple as being assertively friendly – meaning if you see a customer who you can tell has a question, rather than wait for the question, ask the question, “May i help you find something?”

You were going to answer the question anyway, why not initiate it.

Why would you wait?

Ever.

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20 years of offsite field research

Twenty years of offsite (off-Disney) field research around the world has revealed a unique opportunity to gift the world with the antithesis of going the extra mile.

It’s a gift that provides the solution to delivering world-class customer service that far exceeds the going the extra mile hypothesis.

Note: After serving for 15 years in Walt Disney World operations, i then spent another 15 years creating Magic as a Disney Institute speaker, and have been running my own “Disney” speaking business since 2014.

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The key to great customer service

Walt Disney by Sleeping Beauty Castle — Our world-class customer service didn’t fall from the sky. Over the decades we have over-focused on the same things others under-focus on or ignore.

The key to great customer service is revealed at the next blog. The link is in the sentence below the five dots. Please be prepared to have everything you believe about customer service to be challenged.

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