Categories
Final 120 Days

Four against one and they lost

Disney legacy Award
The comment by Jeff is not me. Pretty sure it is J. Jeff Kober, former Disney Cast Member, Disney Author, consultant, and Founder of Disney At Work.

Best Buy last night for one wifi lightbulb. Easy peasy. Get up to the front of the checkout que easily because it was empty. Four cashiers at the registers.

i waited to be called by one of them.

Crickets.

It was fascinating.

When i was finally called, the cashier kept talking with the cashier next to him, as if i wasn’t there.

Seriously, this fascinated me so much that i remarked about how four cashiers with no customers in front of them and i had to wait.

Gave a free customer service riff in hopes it will help them up their customer service game.

Not unhappy nor disappointed, but definitely pointed.

Son, wake ups calls, of any duration or magnitude are gifts. In the choice to be grateful or angry, choose grateful.

PS. i wrote you a book and published it in 2013…it’s the antithesis of a Mid Life Crisis wake-up call.

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Categories
Common Sense

Great Customer Service is driven by your architecture

Disney Speaker jeff noel question
Great customer service question.

Great Customer Service is driven by your architecture.

Your architecture is driven by systems and processes that you control.

What you control is driven by your never-ending, intentional, tireless, creative, and continuously focused efforts – efforts that the Customer only sees the tip of your architectural iceberg.

All the hard work to migrate my websites to a new hosting account is being done manually, expensively and with decent risk for intellectual property loss.

There isn’t any other option.

The customer has no idea.

And so it goes.

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Categories
Disney Brand Loyalty Book

Downside to world-class organizational vibrancy

Apple Store Mall at Millenia
Apple Store Mall at Millenia yesterday minutes before opening at 11am.

The downside to world-class organizational vibrancy?

None.

There’s something about world-class organizational vibrancy that attracts and retains great (loyal) employees.

Same thing happens with customers.

World-class customer service vibrancy attracts and retains great (loyal) customers.

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Categories
Disney Brand Loyalty Book

Disney Institute Customer Summit 2018 recap (video)

 

Disney Institute Customer Summit 2018 recap.

Great opportunity to learn from the best in the world.

If you’re not learning from the best in the world, how far away from best-in-the-world or how close to best-in-the-world are you?

Does it feel right to you?

 

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Categories
Disney Brand Loyalty Book

My Disney speeches cover things in a way you’ve never been taught in school

Winter Garden Theater
Yesterday at 4:30pm. Waiting for our Son’s shift to finish.

 

litter
This is where i sat on the curb while waiting. Time passed before i noticed. All i could think of is what possesses someone to think it’s ok to leave these here?

 

My Disney speeches cover things in a way you’ve never been taught in school or at work.

Disney Customer Service, for example, has a harsh reality, an astonishing paradox, and just three world-class building blocks.

This is different from anything you’ve ever heard of, been exposed to, or ever considered a possibility.

What then?

Habits.

Vision.

So what?

Imagine one year from now what your personal delivery of Customer Service could look like.

What habits would need to be stopped, started, or improved?

Can you envision being significantly better at customer service while actually reducing your efforts to make people happy?

Note: This is a classic, real-life example of working smarter, not harder.

Now that you’ve heard my Disney Customer Service keynote, what will you begin to do (or stop doing) within the next 72 hours?

What promise will you make to yourself?

You still dream big and make noble promises, right?

Whew.

Good.

For a minute there i was worried.

 

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