Categories
So What?

Three calls and a pattern

Disneyland Magic Happens parade performer
More Joy? At Disney, the concept of being onstage is relevant to every single Cast Member.

Three calls and a pattern.

Spoke yesterday with Megan in Colorado Springs, Calvin in Louisville, and Steve (from New Jersey) in Miami Beach.

Why?

Each had questions.

The pattern?

  • Offered time to engage with them
  • We went over the 30-minute call window
  • All are fascinated with .think .differently

Pay it back or pay it forward – this is why these calls happen.

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Categories
Disney Brand Loyalty Book

Employees are customers too

Mr. Noel and Mr. Fredrickson, two days ago. Or as we say at Disney, Jeff and Carl. Employees are customers too.

Employees are customers too.

Easy to forget.

Might even be easy to never establish this organizational philosophy.

But if you do believe it, it can be insidiously easy to let it slip away.

Why?

Because the reality is employees are lucky to work for a great organization.

Conversely, great organizations are lucky to have great employees who want to work for them.

It absolutely works 100% both ways.

Neither should ever get complacent.

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Categories
Disney Brand Loyalty Book

Disney Customer Service architecture

Profoundly simple insight. Simply profound insight.

As a leader, is everyone in your organization crystal clear on your Customer Service architecture?

When everyone is crystal clear, Magic happens – it’s called “the wow-factor”.

Disney Customer Service architecture, the outline:

  1. Goal
  2. Tool kit
  3. Reason why
  4. Leadership self-check

Disney Customer Service architecture, summary:

  1. The Bullseye of every interaction
  2. A 360-degree customer analysis
  3. A Unifying Purpose
  4. Are you a thermometer or a thermostat?

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Categories
Disney Brand Loyalty Book

Try your best to see it through them

Could be the replacement photo for the podcast start… Time will tell.

Try your best to see your product or service through the eyes of the customer.

Be present, if you can, the same way you would be present for your child if they had a big problem – like losing their beloved teddy bear.

To you it’s just a plush toy that can be replaced for a few dollars. For them it’s their very best friend in the whole world.

Reflecting on this has me wondering if i am truly present to see my client’s biggest challenges through my client’s eyes.

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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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This website is about our WORK. To ponder today’s post about our HQ, click here.

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