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Disney Leadership Book

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:

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

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Categories
The Next Lecture

Disney Customer Service Mindset

Relentless pursuit.

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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Joy In Your Spirit

Monday, Monday

Grinnell Glacier trail, Summer 2019…transition from one Magic Kingdom to another…December 2, 2019.
Last night at Disney’s Celebrate You Cast recognition party. Look closely at Cinderella Castle’s front doorway.

Monday, Monday.

Just another day in paradise as they say.

The drive to Disney parking took less than 10 minutes.

The walk from parking to the shuttle took less than 30 seconds.

The ride from the shuttle location to backstage Magic Kingdom was 400 meters, tops.

The walk to onstage after stepping off the shuttle was 30 meters, with immediate Cinderella Castle view.

Monday, Monday, thanks for everything.

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Joy In Your Spirit

Celebrate You at Disney tonight

Tonight we celebrate in a Magic Kingdom, similar to, but different from the one pictured here.

Celebrate You at Disney tonight.

Cast Members who celebrate 10, 15, 20, 25, 30, 35, 40, and 45 year Disney work anniversaries in 2019 are being honored at Disney’s Magic Kingdom tonight.

Cheryl reached her 35th year at Disney in September.

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Categories
Disney Leadership Book

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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