Categories
Quotable

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

•  •  •  •  •

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.

Categories
Quotable

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

•  •  •  •  •

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.

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?

•  •  •  •  •

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.

Categories
Disney Brand Loyalty Book

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

•  •  •  •  •

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.

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.

•  •  •  •  •

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.