Dig this, saving for a later date too.
Founding a business means I’m always looking for good ideas - even while on vacation at the Magical Kingdom. Last week I saw how much we can all learn from Disney when it comes to customer service and exceeding expectations to delight users at every turn. Here are a few of my favorite lessons from Disney:
It’s not my fault, but it is my problem:
This is a mantra around Disney and one I think should be part of every customer service training syllabus. Being defensive, even when the problem is a customer’s “fault”, is never a good way to start an interaction. Disney employees excel at making the customer’s problem their problem, and finding a solution fast. Dropped your ice cream cone? There is a Disney employee with a new one before you know it. Sure, it wasn’t their fault, but it was their problem. Maybe a customer had a bad experience due to user error - make it your problem to fix and you’ll capture their loyalty.
2 ears, 2 eyes, 1 mouth = the perfect ratio:
You’ve probably heard this one before: You were given 2 ears, 2 eyes and 1 mouth so use them in that ratio. Disney employees are seldom heard, but are always listening and watching for opportunities to improve your experience. By using customer interactions as an opportunity to listen rather than talk Disney gathers valuable feedback and makes customers feel appreciated. Simple gestures, such as the “It’s my Birthday” badges available at the entrance, provide opportunities for employees to use their eyes all day and offer a simple “Happy Birthday” greeting as you pass. Encourage you’re employees to look and listen - the effort will show when they speak.
“You can have anything you want, you’re at Disney.”:
Sometimes we have to say no - that’s part of business. Disney has mastered the art of making no sound like yes. For example, your child is 42” tall - 2” short of the required height for Runway Mountain. The tears are about to start flying, but out comes a certificate from a Disney employee - skip to the front of the line when you return at 44”+. That’s turning a no in to a yes experience. Look for the potentially disappointing moments in your customer experience and find ways to turn them in to a “yes”. Make a Saturday delivery when a customer is in a rush. Make a personal phone call with an alternative product suggestion when an item is out of stock. Surprise and delight you’re way to your customer’s hearts.
“What time is the three o’clock parade?”:
“At 3pm, you idiot.” We’re all tempted to answer dumb questions with equally dumb answers, which leaves the customer feeling…dumb. At Disney, employees are specifically trained on how to answer these obvious questions in a way that leaves customers smiling. They look for the underlying question - such as what time the parade will be passing a particular spot and where to best view the show. What are the obvious questions in your business? How can you answer them in a way that leaves customers with the information they really need?
Don’t Wait for Complaints:
Upon exiting one ride we were approached by a friendly Disney employee to do a quick survey on our experience. While there is nothing unique about surveying your customers, there was something that stuck out to me about the 4 short questions we were asked. The employee was actively prompting us to complain - was the ride too hot? too cold? dirty? not friendly? Disney doesn’t wait for its customers to complain and neither should you. Ask what you could do better - stay ahead of the complaints to continuously improve your customer’s experience.
Pride & Passion in What You Do:
Disney employees are always, always smiling. We talked to a few about their training to find out their secret. The answer: no secret, just good old-fashioned pride in their work. Disney employees are passionate about making every experience a great one and it shows in the details of every interaction. This passion is bred through great training, company culture, and benefits - resulting in high quality, loyal employees everywhere you turn. This pride and passion for the product results in the best possible service from your team. Give them something to be proud of!