Hello. No Disney dream. Kid watching Disney. College Program. Jungle Cruise. PPP. Books? Thesis. Dinners. SID. THE goal?
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Harsh Reality & Astonishing Paradox
Tag: Service
Behind the scenes opening
- Welcome and 4 questions: 2 mins
- College: 2 mins
- Easter: 2 mins
- PPP: 1 min
- Books: 1. min
- Thesis: 1 min
- 3 dinners: 2 min (SID)
11 mins total.
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This website is about our MIND. To read today’s post about our BODY, click here.
4 Disney Customer Service questions
Four Disney Customer Service questions:
- Please stand if you are doing now what you dreamt about doing in elementary school.
- Please stand if what you dreamt about in elementary school revolved around world-class customer service.
- Please stand if what you are currently doing is improved with world-class customer service.
- Please remain standing if ou have nothing more to learn about customer service.
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Big Wow at Disney
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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