Disney Customer Service Basic is to make eye contact and smile

Lyft driver photo
At Disney, we focus, intentionally, on smiling when we make eye contact. Also noteworthy, everyone in business faces public scrutiny.

 

Miguel was a nice person.

He chose his photo above.

He’s in the people business.

In the making people feel safe and comfortable business.

The trust business.

Imagine Disney marketing their Theme Parks and Resorts with Guests and Cast Members interacting and the Cast Members are not smiling.

Be intentional.

In your recruitment ads, your hiring goals (hire friendly people), your marketing, your employee training – these are a few of the mountain of things that make up your public brand image.

As i looked for a photo (and idea) for this post, i randomly fell on the Lyft receipt. i take photos of every business receipt to use in Quick Books business accounting.

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The basics of your business identity

Business tagline
Met the owner two days ago. Raising the Standard is Jaque’s DNA.

 

Small business story
Jaque started with one push mower. Now he only does upscale contracts.

 

The basics.

Vision.

Mission.

Story.

Jaque told me, “Eighty percent of my revenue comes from 20% of my clients. Your neighbor is one of my top clients.”

Note: My neighbor is in real estate and uses Jaque’s company commercially, and now, also personally.

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This website is about our WORK. To ponder posts about our HQ, click here.

 

The economy of vision

Many Glacier Hotel
What’s the vision for Many Glacier Hotel? Does everyone know it? Does everyone love it?

 

The economy of vision.

A few days ago, i asked the social worker about her biggest leadership challenge.

It was “poor leadership,” but now she has hope.

Six months prior, her company got a new leader.

His vision is so economic.

Food, faith, fun.

So simple, i remembered it days later, without writing it down.

Everyone likes good food, so insist on making it good.

Let people live and express their faith.

Make the place fun to be in.

 

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This website is about our WORK. To ponder posts about our HQ, click here.

 

Do the basics brilliantly

dental appointment card
Yesterday, Nov 1, 2016.

 

What are we if not the sum total of our days?

The dental practice employee came to the lobby, called my name (i was the only one there) and then escorted me to the exam room.

He began by telling me the “one-year process” would conclude in six weeks – a net of only 20 weeks, not 52.

i asked a few clarifying questions, for understanding, and he couldn’t answer them convincingly. So i rephrased them.

Still no luck.

Finally, i asked his name (Jordan) and shook his hand. i had been sitting for awhile in the exam chair, with the dental bib around my neck.

We had never met before, he was offering dramatically different news than the Doctor-prescribed protocol, he couldn’t answer the questions, and i had no idea his name or his role at the practice.

i was there simply (and routinely) to get three more sets of Invisalign braces (a six-week supply: trays 8, 9 & 10).

Excellence doesn’t end with the basics, but it certainly starts there. Introduce yourself to every patient. And every patient you meet for the first time, initiate a warm and friendly welcome, introduce yourself, and explain your role.

 

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This website is about our career health. To leave this site to read today’s post on my home health website, click here.

 

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

 

Do my four world class customer service basics apply everywhere?

Top Disney Conference Keynote Speaker
His Customer Service Keynote speech covered the four world-class service basics.

 

These questions from a recent audience member prompted my response below:

Is there a difference in the customer approach between a consumer oriented organisation (like Disney) vs a corporate relation (like IBM dealing with clients), i.e do you believe that the four world class basics you present apply the same way?

And, is there a place for emotions in the type of environment where we are? How can we leverage emotions in our customer relations?

My reply:

There is no difference. Why would there be? People serve people. The product is literally irrelevant in the equation. Who cares about a great product if the employees are rude and unhelpful? No one.

Disney is a massive, global, 160,000+- employee enterprise. We have divisions (and people) who do similar things like what you do. No one at Disney says, “These things only apply to The Theme Parks.”

The other way to understand this is that the four principles work for employees serving other employees (never seeing the paying customer), as well as Leaders serving employees. There is no difference.

Emotion trumps everything. What makes us (you, me, our colleagues) loyal to a product or service is the emotional connection? We will drive farther and spend more for something we can get closer and cheaper. Yet we invest more time and/or money for the same thing. Why? Because we believe someone treats us better. We like that, and will pay a premium. Trust wins at the end of the day. Emotions and trust are inseparable.

 

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This website is about our career health. To leave this site to read today’s post on my home health website, click here.