As you begin 2019, it may be a good time to reevaluate the message your business is sending to customers. When I was at Disney, “backstage” meant the behind-the-scenes areas where guests could never go or see. It was where we as cast members could relax, eat, drink, and take our breaks. Backstage was where […]
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Guests tell Disney that the least favorite part of their theme park experience is the” wait in line.” Over the years, Disney has tried to mitigate that part of the ride process. They started with creating the queue in a snake-like design to let guests talk to other guests they passed to make the […]
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Most of the time in my day-to day-interactions with businesses, I am satisfied as a customer. My expectations are met. But, rarely, am I delighted. In fact, it is hard for me to remember the last time I can truly say that I was delighted by the experience. To delight someone it takes an […]
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“Welcome to Walt Disney World! We are so happy to see you! We hope you have a magical day!” These are some of the statements you hear as you enter the Magic Kingdom. Disney knows you have saved your money for a very long time to make this visit, they know that you and your […]
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The Omni Grove Park Inn was a spectacular place to visit the first time I went almost 25 years ago. It was so unique from the typical hotel chains in which I was usually booked. I still remember the feeling of awe rounding the corner of the mountain and seeing the massive stone structure on […]
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Great customer service doesn’t need to be complicated, but it does need to be consistent. Walt Disney World is known for its cast members exhibiting friendly and courteous service seamlessly across all of their Parks. This level of service was not left up to chance or assumption. Guidelines for how cast members are to behave […]
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It’s been over 40 years since Walt Disney World opened its doors to visitors. Today, it is still among the top vacation destinations in the world. What keeps attracting new visitors and even more so, what keeps guests coming back? Clean, friendly, and fun are the top three reasons mentioned the most by repeat visitors […]
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Philip Crosby, one of the leading gurus in quality improvement, took me to breakfast when he hired me in 1983 and during the meal gave me a gift. The gift was a wooden box with a Cross pen inserted. Engraved on the box was the word ADEPT. He explained the meaning of the acronym: A […]
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You have been at the park all day riding the rides, posing with Mickey and gang, watching a musical parade, immersing yourself in a fantasy land, and finally when the day is done and you think it’s all over, Disney pulls out one last surprise: an incredible firework show with lights and music to […]
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Your customers can be on overload. It’s easy for them to get overwhelmed with choices and technology or to get confused with the jargon. Sometimes they ask questions that on the surface seem silly. For example the second most frequently asked question of frontline cast members at Walt Disney World is “what time is the […]
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