Tag: customer

Slow down to speed up

Disney Pixar Luca toy characters
Disney Pixar Luca toy characters near Pollock Mountain.

What drives this? The opportunity to pair a visionary leader with the world’s best Customer Service architecture (and most engaging teacher).

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This website is about our BODY. To read today’s post about our SPIRIT, click here.

Care like Michelangelo painted

1982 calendar
January 25, 1982. First day of Disney Traditions. It was a Monday.

*Care – for your physical wellbeing – like Michelangelo painted.

January 25, 1982…the 3-day Disney Traditions class at Disney University.

About 70 days later, all hands on deck for the two-week Easter (April 11th that year) peak-attendance season.

It was 14 days straight and sometimes double shifts.

What the front-line Jungle Cruise leader told me was my first big leadership lesson at Walt Disney World.

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This website is about our BODY. To read today’s post about our SPIRIT, click here.

Just a little extra

Been teaching our son (now 19) the Disney Way since he learned to talk.

Just a little extra effort.

A ridiculously easy target to hit.

No training required.

Intuitive framework.

Applies to personal life automatically and instantaneously.

And of course, applies to your physical wellness.

Small, seemingly insignificant details and habits that snowball over a lifetime.

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This website is about our BODY. To read today’s post about our SPIRIT, click here.

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

The customer service gurus unintentionally lied to us

florida pool
March 31, in the pool three days ago, recording a couple short “business” videos.

The customer service gurus unintentionally lied to us. They didn’t know any better. And this “lie” has been perpetuated since the invention of the “service economy”.

Preparing a TEDx Talk that covers this and solves it too – essentially celebrating a new customer service mantra.

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This website is about our BODY. To read today’s post about our SPIRIT, click here.

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

Exceeding expectations

Disney University exterior
This is where Disney World Cast Members spend their first day, learning the foundational Guest Service architecture.

Exceeding expectations.

This is the key to great customer service.

Yet we measure for CSI – Customer Satisfaction Index.

In healthcare, it’s called Patient Satisfaction.

We measure for satisfaction and we solve with an organization (and personal) aim that is far to low.

And because this is pervasive, it has become the accepted standard.

My mission is to change that standard by radically changing the aim.

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This website is about our BODY. To read today’s post about our SPIRIT, click here.

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