Disney Great Service guidelines

Disneyland entrance
Performance Excellence was not rolled out at Disneyland.

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When giving feedback, be specific, timely, sincere.

dad

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Disney’s Great Service Guidelines:

  1. Make eye contact and smile
  2. Greet and welcome each and every Guest
  3. Seek out Guest contact
  4. Provide immediate service recovery
  5. Display appropriate body language at all times
  6. Preserve the Magical Guest experience
  7. Thank each and every Guest

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History lesson: 

Originally debuted to provide Leaders a coaching and development tool.

Originally called Disney’s Guest Service Guidelines.

Changed Guest to Great because too many backstage Cast thought the guidelines only applied to Guest-facing Cast.

This was one of many new Leadership and Employee tools created after Judson Green flipped upside down the organization pyramid we fondly recall as Performance Excellence.

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Everyone is a VIP

GNP.

The mark of an exceptional company is how it treats exceptions.

Joe DeJorge (FedEx)

Everyone is a VIP, a very individual person.

dad

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Disneyland Awesome

Work from GNP.
Mickey Mouse in mountains
GNP.

At Disney, the whole goal is to exceed expectations by paying attention to details.

dad

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

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

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Make dramatic leaps

Snapped this yesterday to reply to a text.
Directly overhead. Yesterday near Magic Kingdom toll plaza.

Make dramatic leaps in Guest Service has long been a personal Disney mantra.

When a crazy idea is followed by an immediate comment of, “that will never work”, you have just witnessed the seed of a dramatic leap being planted.

jn

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

If you want to stay on this site and read more posts from this Blog, click here.