Sometimes small books carry big punches, and that's just what Be Our Guest: Perfecting the Art of Customer Service
(Amazon affiliate link) does. The funny thing is, Disney doesn't do anything small. If you want to get an insiders view of how Disney makes the world a happy place, this is the book for you.When ever I read a book about a global brand, I try and find some small nugget I can use or pass along. Here are three things I took away:
- Employees are Cast Members
- Customers are Guests
- It's all about the Magic
The number one goal is for every Guest to have a magical time. First impressions make all the difference. An exceptional experience keeps guests coming back generation after generation.
Because employees are cast members, they are part of the experience. All the characters are accessible. A photo with Cinderella, Goofy or Micky lasts a life time, and is filled with a thousand memories. From everyone in the ticket booth, ride operators and characters are tasked with making everyones experience at a Disney property magical. There's no other outcome.
There's no mistaking that an over the top experience is the bottom line for Disney. They server millions of customers a year, so I consider them a leading expert in the field. You can't go wrong by giving your customers the same level of service.
Yeah I used to work at Disneyland so I know this all to be true. They did install a good training in us about customer service. However when it really came down to it and once I worked there for awhile it always seemed like a "duh" moment to me on how everyone should act like that when helping out others. It has definitely helped me with my current endeavors.
ReplyDelete