2003 was the first time I took my children to Disney. Ellie was not quite 3 and Jamie 5. It was a huge thing for us, we had saved our pennies and looked forward to our 3 days at EuroDisney, which back then was as much as we could afford.
And I think that weekend was the first time I properly understood the Disney philosophy – “Exceed our Guest’s expectations. Pay attention to every detail of delivery.”
Those of you who have been to Disney will know there is probably not many places in existence quite like it. Some call it the “happiest place on earth”. It’s clean, it’s friendly, it’s fun – everything seemingly perfect.
And the reason for that is because of all the hard work that goes on behind the scenes and the almost military management and training school that every single staff member, or ‘cast member’ as they are called, goes through.
You see good customer service is not often accidental… yes there are some intrinsically lovely people who will always be helpful and bend over backwards for you.. but the truth is not all staff are like that all of the time. But they are for Disney. Disney staff are trained in four key areas: Courtesy, Safety, Efficiency, Show. On top of that they are constantly looking out for opportunities to exceed their guests’ expectations.
Take the time that my 3 year old, merrily skipping behind Pooh Bear and Tigger in the Crystal Palace Restaurant of Magic Kingdom, did not spot a wrought iron chair in her path and ended up with a bang on the eye… within seconds a member of the cast was there, with a smile, a kind word and the pathway to ‘Mickey’s Hospital’ (a first aid room) with a story of how Mickey always gets bandaged up there when he has a tumble.
They were ready.
They knew what to do.
They had planned for the unplanned and exceeded our expectations immediately.
None of that is done accidentally. Looking after your customers should be deliberate. Part of their customer journey, something that you are consciously aware of and with systems to ensure that the perfect customer journey is delivered, or like Disney’s exceeded, every time..
If you would like some help to look at your customer journey and analyse where you can exceed expectations then why not book a call with me and we can go through it together?
Written by : Jacquie Hale
As a coach I use the same kind of method, in that I will support you as you implement a range of tried and tested marketing pillars which will definitely increase your sales leads and enquiries, ultimately gaining new customers and increased profits for you and your business.
