Picture the scene…
You're standing in the middle of Main Street, U.S.A., at Disneyland. The smell of freshly popped popcorn wafts through the air, mingling with the distant strains of "When You Wish Upon a Star."
Suddenly, a small boy trips and falls in front of you, his Mickey-shaped ice cream splattering across the immaculate pavement. His lower lip trembles, and you brace yourself for the inevitable wail...
But wait! What's this?
Before the first tear can fall, a Disney Cast Member swoops in as if by magic. With a warm smile and a flourish, she produces a fresh ice cream from thin air (or perhaps from behind their back, but let's not quibble). The child's frown transforms into a beaming grin, and just like that, a potential disaster becomes a magical moment.
Now, think about this. In your own business, you could be like that Cast Member.
Look, I get it. You’re probably thinking: "I can't possibly pull off that level of customer service wizardry. I'm more likely to trip over my own feet and end up wearing that ice cream myself!”
But here's the kicker: You CAN create that kind of customer service magic in your own business. And no, you don't need fairy dust or a magic wand (though a sense of humor certainly helps).
I know what you're thinking: "Right, Andrew. And I suppose you're going to tell me how to turn my business into the happiest place on earth?"
Well my friend, as a matter of fact, I am.
You see, I've spent more than 34 years studying the master of customer experience himself, Walt Disney.
I've dissected his methods, analyzed his strategies, and even written a best-selling book about it called "Walt's Way" (originally titled "Walt Disney's Way" - apparently, the lawyers weren't too keen on that one. Who knew Mickey had such sharp teeth?).
So, get ready, because we're about to embark on a journey that'll transform your customers into guests, revolutionize the mindset of your employees, and create a business where dreams come true.
Or at the very least, where people don't run screaming for the exits. Baby steps, right?
If you're ready to sprinkle a little pixie dust on your customer experience, let's dive in and discover how to improve your business, the Disney way, with the aim of having not just happy customers, but raving fans.
As Walt himself once said, "It's kind of fun to do the impossible." So let's have some fun, shall we, and aim for “the impossible.”
Why Is Creating an Outstanding Customer Experience Important?
According to research by PwC (apparently they’re a big deal in the research space), 73% of people - that's nearly three out of four of your beloved customers - say that customer experience is a big factor when they're deciding where to spend their hard-earned cash.
But wait, there's more! In the same study, a whopping 43% of consumers said they would happily fork over more money for a friendly, welcoming experience. That's right, nearly half your customers are willing to pay a premium just to avoid a hassle. It's like they're saying, "Take my money, just don't make me wait in a line longer than the one for Space Mountain on a holiday weekend!"
Interestingly, according to a study by American Express, happy customers will share their positive experiences with an average of 11 people. That’s 11 more potential customers that you didn’t need to pay any advertising costs to acquire.
What’s the Impact of a Poor Customer Experience?
It’s also important to remind ourselves about the negative consequences of delivering a poor customer experience.
New Voice Media reports that U.S. companies are losing a whopping $75 billion a year due to poor customer service. That's an outrageous amount of money, isn’t it?!
But wait, it gets worse. According to a study by Hyken Research, 96% of unhappy customers don't complain, and of those, 91% simply never return. They're like the villains at the end of a Disney movie – never to be seen again!
Think about it. For every customer who's brave enough to channel their inner Grumpy and tell you they're not happy, there are nine more who are pulling a Houdini act and vanishing without a trace. They're not just leaving - they're leaving you wondering what went wrong.
So with this background, here’s an overview of what we’ll consider in this article:
Key Takeaways From This Article:
- Transform Customers into Guests: Embrace Disney’s philosophy by treating your customers as honored guests rather than just transactions. This mindset shift can create a more personalized and memorable experience for them.
- Empower Your Team: Encourage your employees to take ownership of customer interactions. By giving them the authority to solve problems and create magic moments, you foster a culture of proactivity and exceptional service.
- Attention to Detail Matters: Small touches can make a big difference. From remembering customer preferences to creating systems that simplify their experience, focus on the little things that add up to a magical customer journey.
- Turn Waiting Time into Experience Time: Look for ways to enhance the waiting experience, whether it's through entertainment, education, or simply creating a pleasant environment. Turning dead time into an engaging opportunity can greatly improve customer satisfaction.
- Cultivate a Positive Attitude: Your team’s attitude is one of the most powerful tools in creating a positive customer experience. Encourage a mindset of positivity and creativity, turning every interaction into a chance to make someone’s day.
- Measure and Adapt: Regularly track your customer service performance using metrics like satisfaction scores, retention rates, and social media sentiment. Use this data to continuously refine and improve your customer experience strategy.
- Start Small, Think Big: Implementing Disney-level service doesn’t require a massive overhaul. Begin with quick wins and build on them. Incremental improvements can lead to significant transformations over time.
- Overcome Challenges with Creativity: Budget constraints and resistance to change are common hurdles. Approach these challenges with creativity and a focus on low-cost, high-impact solutions that can still deliver exceptional customer service.
- Create ‘Wow’ Moments: Look for opportunities to surprise and delight your customers in unexpected ways. These moments don’t have to be extravagant—sometimes, a simple, thoughtful gesture can leave the most lasting impression.
- Continual Improvement: Like Disney, your customer experience should never be ‘finished.’ Keep innovating, learning, and adapting to stay ahead and keep your customers delighted.
By implementing these strategies, you can infuse a bit of Disney magic into your own business, creating unforgettable experiences that keep customers coming back and raving about your service.
Will it transform your humble shop into a full-blown Magic Kingdom overnight? Well, unless you've got a fairy godmother on speed dial, probably not. But it will start creating the kind of unforgettable experiences that'll have your customers excited to come back for more.
And by the way, in case you have even an ounce of skepticism about learning from Disney, let me tell you, the numbers don't lie. According to a study by the American Customer Satisfaction Index, Disney's customer satisfaction scores consistently soar above 80 out of 100, leading their own industry by far.
Even small changes can work wonders. Did you know that happy customers will share their positive experiences with an average of 11 people? That's right, treat one customer like royalty, and you've potentially got 11 town criers singing your praises!
Just remember, whether you're selling magic wands or mops, it's not about the product - it's about the experience. So make it a good one, make it memorable, and for Walt's sake, make it magical!
So let’s now bring these lessons from Main Street to your street, and consider how you can implement Disney’s customer service magic…
The Disney Difference: Customers vs. Guests
Imagine yourself shopping at a run-of-the-mill supermarket. You're greeted with all the enthusiasm of a sloth on sedatives. "Welcome to Generic Mart," the cashier drones, their eyes glazed over like yesterday's doughnuts. You feel about as special as a sock in a washing machine.
Contrast that with stepping into a Disney park. "Welcome home!" a cheery Cast Member exclaims, beaming at you like you're the long-lost heir to the Magic Kingdom. Suddenly, you're not just another faceless wallet-carrier - you're like royalty.
The difference? At Disney, you're not a customer. You're a guest.
Now, I know what you're thinking. "It's just semantics, isn't it? A fancy word won't make my cash register sing."
Oh, you sweet summer child. If only it were that simple.
You see, Walt Disney understood something profound about human nature. He knew that the moment you start treating people like guests rather than customers, everything changes. It's like flipping a switch in your brain - suddenly, you're not just trying to flog them something, you're hosting them.
Imagine if you ran your business like it was the world's greatest dinner party. Would you ignore your guests? Treat them like inconveniences? Of course not! You'd be attentive, anticipate their needs, and make sure they had a jolly good time.
That's the Disney difference.
Now, I can hear you protesting. "But I'm not running a theme park! I'm selling artisanal cheeses/fixing leaky pipes/teaching interpretive dance to cats!" (Delete as applicable.)
Doesn't matter, my friend. The principle remains the same.
Whether you're selling mouse ears or mousepads, the key is to shift your mindset. Stop seeing dollar signs and start seeing people. People with hopes, dreams, and a desperate need for whatever it is you're offering. (Even if it is interpretive dance lessons for their feline friends. No judgment here.)
This shift in perspective can transform your business faster than you can say "bibbidi-bobbidi-boo". Suddenly, your staff aren't just clock-watchers, they're hosts. Your shop floor isn't just real estate, it's a stage. And your customers? They're the guests of honor at the greatest show on earth - your show.
It's not about putting on mouse ears and breaking into song (though if that's your thing, don't let me stop you). It's about creating an experience that makes people feel valued.
Remember, as the great Walt himself said, "You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality."
So, are you ready to stop serving customers and start welcoming guests?
π€ Here's a thought to chew on: How would your business change if you truly treated every customer like an honored guest in your home? What's one small step you could take today to start making that shift? Let's get this guest list started!ββββββββββββββββ
Alright, let's now roll our sleeves up and dive into the next section:
Empowering Your Team to Create Magic
Picture another scene. This time you're at a non-Disney theme park, lets call it “Dots Merry Farm”, with your young child, who's been looking forward to riding the new roller coaster for months.
You wait in line for more than an hour, only to reach the front and discover your little one is a mere inch too short. Cue the tears, tantrums, and a day that's about to go off the rails faster than, well, a roller coaster.
Now, let's flip the script. This time you’re now at a Disney park, facing the same height-requirement heartbreak.
But wait! A Cast Member approaches with a smile and presents your child with a special "Too Short to Ride" card. They kindly explain that this magical pass will allow your little one to return to the front of the line when they're tall enough - be it next year or in five years' time. Suddenly, disappointment transforms into excitement for the future, and your child even has a unique, treasured souvenir, too.
The difference? At Disney, the staff aren't just enforcing rules - they're empowered to create magic, even in moments of disappointment.
Now, I know what you're thinking. "Lovely story, Andrew, but I'm not running a theme park with fancy cards up my sleeve." Hold your horses, Doubting Thomas. It's not about the card - it's about the mindset!
At Disney, every Cast Member is pre-authorized to spend up to $50 to solve a guest's challenge or enhance their experience. No managerial approval needed, no forms in triplicate, no sacrificing of firstborn children required. Just good old-fashioned problem-solving on the spot.
If you’re a data nerd, consider this: a study by the Harvard Business Review found that companies that empower front-line employees to make decisions in favor of customers have a 10-20% increase in customer satisfaction scores.
And in case you’re thinking this a strategy that’s unique to Disney, think again. The folks over at Ritz-Carlton - you know, those swanky hotels where even the toilet paper probably has a higher thread count than your bedsheets - they've taken this whole empowerment thing and cranked it up to eleven.
Get this: they give their employees the power to spend up to $2,000 per guest per day to solve problems or jazz up the guest experience. That's right, two thousand bucks! Makes Disney's $50 look like loose change buried between the sofa cushions, doesn't it?!
Imagine checking in and casually mentioning it's your anniversary, only to find a private string quartet in your room later, serenading you with your wedding song. Bit much? Perhaps. Memorable? You bet your complimentary bathrobe it is!
Imagine if your team had that kind of power. Suddenly, they're not just cogs in the machine - they're magicians. They can turn frowns upside down faster than you can say "supercalifragilisticexpialidocious". (Go on, try it. I'll wait.)
"But what if they abuse it" I hear you cry, clutching your pearls and ledger books. Well, here's a revolutionary idea: trust your people. Crazy, I know.
But bear with me.
When you empower your team, you're not just solving problems - you're creating a culture of ownership. Suddenly, your staff aren't just showing up for a paycheck - they're invested in creating amazing experiences. They're part of something bigger. They're magic-makers.
Here's how you can start:
- Set clear guidelines: Define what "creating magic" means in your business.
- Train, train, train: Make sure your team knows how to use their newfound powers responsibly.
- Celebrate successes: When someone goes above and beyond, shout it from the rooftops!
- Learn from mistakes: If someone misses the mark, use it as a teaching moment, not a punishment.
Remember, as Walt Disney said, "You can dream, create, design, and build the most wonderful place in the world, but it requires people to make the dream a reality." So give your people the power to make those dreams come true.
Who knows? You might just create a little magic of your own. And in today's world, couldn't we all use a bit more of that?
π€ Here's a question to ponder: What's the most memorable instance of customer service you've ever experienced? What made it special, and how can you recreate that magic in your own business? Share your story in the comments - let's spark some inspiration!ββββββββββββββββ
Attention to Detail: The Disney Memory System
Ah, the devil's in the details, isn't it? And when it comes to details, Disney's got more tricks up its sleeve than a magician with 8 octopus arms. So let's dive into their memory aid system, shall we?
Imagine you've just had the time of your life at the Magic Kingdom. You've hugged Mickey, eaten your weight in Dole Whip, and screamed your lungs out on Space Mountain. You're ready to head home, basking in the warm glow of all these magical memories. There's just one tiny problem - for the life of you, you can't remember where you parked your car!
Now, if this were any other theme park, you'd be starting a game of "Find the Needle in the Carpark". But this is Disney, and of course, they've thought of everything.
Enter the Disney parking memory aid system. It's simpler than a three-piece puzzle, yet more effective than a tracking device on your mother-in-law. (Not that I'm suggesting such a thing, mind you.)
Color. Character. Number. That's it. That's the magic formula.
I’ll explain.
You park in the "Goofy" section (because let's face it, that's how you feel after trying to wrangle three kids and a pushchair through security), which is painted a garish shade of orange. Your row number is 42 - the answer to life, the universe, and everything. So, "Orange Goofy 42" it is.
You see, those crafty imagineers at Disney didn't just pick colors, characters, and numbers out of a hat. Oh no, they're far too cunning for that. They designed this system with more precision than a Swiss watchmaker after a triple espresso.
First, they chose characters for the kids. Brilliant! Little Timmy might not remember row numbers, but he'll be shouting "We parked in Goofy!" until the cows come home (or until you buy him the overpriced light-up Mickey ears, whichever comes first).
Then the numbers are for the men. Well, of course! Because nothing says "masculine parking prowess" like remembering you're in row 42. It's practically a badge of honor. "Orange Goofy 42, dear. No need to thank me, it's all in a day's work."
And colors for the women? How delightfully stereotypical! But let's face it, when you're juggling three kids, a bag full of diapers, and enough snacks to feed a small army, "We're in the purple section" is a lot easier to recall than trying to remember if Pluto comes before or after Pete in the Disney character hierarchy.
It's a system so simple, yet so effective, it makes you wonder why all car parks aren't this user-friendly. I mean, imagine trying to find your car in a sea of concrete, where your only clue is "I think we were near a grey pillar... or was it a grey wall?"
But what if you're more forgetful than a goldfish with amnesia, and you dont remember your color, character or number? Fear not! Disney's still got you covered.
You're wandering around the parking lot when a friendly Cast Member appears, seemingly out of thin air. (I'm beginning to suspect they might actually be using magic.) You sheepishly admit your predicament, bracing yourself for an inevitably long, frustrating search.
Instead, the Cast Member smiles and asks, "Do you remember what time you arrived this morning?" (Hint: It's printed on your parking ticket).
You look on the receipt: "Let me see. It was 9:23."
And just like that, faster than you can say "bibbidi-bobbidi-boo," they're escorting you directly to your car. It's like they've got a GPS tracker on the thing!
Now, I know what you're thinking. "What sorcery is this?" Well, hold onto your mouse ears, because I'm about to reveal the secret behind this particular bit of Disney magic.
You see, Disney doesn't just keep track of which spaces are full. Oh no, that would be far too simple. They log the time each section of each row is filled. So when you come back at the end of the day, more befuddled than a rabbit in a magic hat, they can pinpoint exactly where you parked.
It's not magic. It's not mind-reading. It's just good old-fashioned attention to detail and forward-thinking.
Now, you might be thinking: "That's all well and good for a theme park, but how does this help my boutique ferret grooming business?" (What? It could be a thing.)
This, my friends, is the Disney difference in action. They've taken a mundane, potentially frustrating experience and turned it into a foolproof system that caters to every member of the family. It's inclusive, it's memorable, and dare I say, it's almost fun?
So, the next time you're designing a system for your business, channel your inner Walt. How can you make it work for everyone? How can you turn a potential headache into a hassle-free experience? And most importantly, how can you do it with a sprinkle of magic that'll leave your customers grinning like they've just met Mickey himself?
Remember, in the world of customer experience, it's not just about solving problems - it's about solving them with style. And if you can throw in a character or two, well, that's just the cherry on top of the Dole Whip, isn't it?ββββββββββββββββ
The lesson here isn't about parking lots. It's about anticipating your customers' needs before they even know they have them. It's about solving problems before they become problems.
Think about it. What are the little annoyances in your business that your customers face? The tiny frustrations that they've just come to accept as part of the experience? Now, how can you eliminate them?
Maybe it's a complimentary bottle of water while they wait. Perhaps it's a follow-up call to make sure their ferret is adjusting well to its new hairdo. Or it could be as simple as remembering their name and their preferred treatment.
The point is, these little touches add up. They're the difference between a transaction and an experience. Between a customer and a raving fan.
As the great Walt Disney himself said, "Do what you do so well that they will want to see it again and bring their friends." And let's face it, if you can make someone's day by helping them find their car, imagine what you could do in your own business.
So, next time you're looking at your own business operation, put on your Disney goggles. What details can you tweak? What systems can you put in place? How can you make your customers' lives just a little bit easier, demonstrating that you really care?
Remember, in the grand symphony of customer experience, it's often the grace notes that make all the difference.
π€ Here's a teaser for your grey matter: What's one small, seemingly insignificant detail in your business that, if improved, could make a world of difference to your customers? Don't be shy - share your lightbulb moment in the comments!ββββββββββββββββ
Going Above and Beyond: The Extra Mile (Or Should We Say, The Extra Smile?)
Lets now take a whirlwind tour through the magical world of queue management, Disney style. Because let's face it, if there's one thing that can turn a dream holiday into a nightmare faster than you can say "It's a small world after all", it's standing in line for hours on end.
Imagine again you're at a non-Disney theme park, waiting in line to ride the latest thrill ride. The sun's beating down, the kids are whining, and in your delirious state you start contemplating whether you could fashion some sort of pulley system to hoist yourself over the barriers and onto the ride. (Spoiler alert: you can't, and security frowns on such shenanigans.)
But at Disney? Oh ho ho, my friends. At Disney, queuing isn't just queuing. It's part of the experience.
First off, they've got more tricks up their sleeve for making lines feel shorter than a magician has rabbits in hats.
First, the queues wind and twist like a hyperactive snake, so you can never quite see how far you've got to go. It's like playing 'queue peekaboo' - now you see the end, now you don't! Before you know it, you're at the front, wondering where the time went.
But Disney doesn't stop there. Oh no, that would be far too simple for the House of Mouse. They often turn their queues into interactive experiences! You're not just standing in line, you're exploring a haunted mansion, or wandering through Andy's room from Toy Story, or delving into the depths of a mine. It's like being in the world's slowest-moving museum, and I mean that in the best possible way.
And for those moments when you're not marveling at the theming? They've got videos! Snippets about the attraction, behind-the-scenes tidbits, even mini-games on screens. It's like they've taken the concept of a queue and turned it into some sort of educational entertainment extravaganza. You might even learn something while you wait - although if you ask me, the most valuable lesson is how to avoid needing the loo for several hours straight.
Now, I know what you're thinking. "That's all well and good for a theme park, but how does this help my dentist's waiting room?" (What? It could happen. Tooth fairies need holidays too, you know.)
The lesson here isn't about building a rollercoaster in your office (although if you do, invite me over). It's about turning dead time into an opportunity. It's about looking at every part of your customer's experience and thinking, "How can we make this better?"
So, how can you apply this Disney-level thinking to your own business? Here are a few ideas to get your cogs whirring:
- Distract and delight: What can you provide to keep customers entertained while they wait?
- Educate and inform: Can you use wait times to share useful information about your products or services?
- Theme it up: How can you make your waiting area an extension of your brand experience?
Remember, as Walt himself probably said at some point (and if he didn't, he should have), "A queue is just an opportunity for customer service in disguise." Or something like that. I might have made that up, but it does sound good, doesn't it?
So, are you ready to transform your waiting times from mundane to magical? To turn your queues into “queu-topia”? See what I did there?
Here's a point to ponder: What's one way you could make waiting times in your business not just bearable, but actually enjoyable?
And by the way, if you come up with a way to make waiting for the taxman fun, do let me know. I've got a feeling that might be beyond even Disney's capabilities!ββββββββββββββββ
The Magic of Mindset: Cultivating a Positive Attitude Towards Guests
It's time we delve into the most powerful tool in your customer service arsenal. No, it's not a magic wand (though wouldn't that be handy?). It's not even a bottomless supply of free ice cream (though that's a close second). It's your attitude!
Now, I know what you're thinking. "Oh, here we go. Another lecture about “the customer's always right." Well, hold onto your Mickey ears, because theres far more to this than you probably imagine, and its fascinating stuff.
You see, at Disney, they don't just train their staff to be polite. They cultivate a mindset that turns every interaction into a chance to sprinkle a little magic dust. And let me tell you, it's more infectious than a yawn in a board meeting.
As a worker at Disney, you’re known as a cast member, because Walt wanted them to remember they were putting on a show. But there’s more…You're not just a shop assistant, a street sweeper, or a ride operator. Oh no, you're the keeper of dreams, the guardian of childhood wonder, the... okay, I'm laying it on a bit thick, but you get the idea.
The point is, your job isn't just to sell merchandise or ensure safety. It's to create memories. To turn an ordinary day into an extraordinary one. To make every guest feel like they're the most important person in the park.
Now, you're probably thinking. "That's all well and good for Disney, but I'm selling insurance/fixing boilers/teaching cats to play the piano." (Hey, I don't judge. Everyone needs a hobby.)
But here's the kicker: It doesn't matter what you're selling. What matters is how you make people feel.
Think about it. When was the last time you raved about a company because their product was 2% more efficient than the competition? Never, that's when. But I bet you've told everyone and their dog about the time a shop assistant went out of their way to help you, or how a waiter made your anniversary dinner extra special.
That's the power of attitude. It's the difference between a transaction and an experience. Between a customer and a raving fan.
So, how do you cultivate this Disney-level positivity in your own team?
Here’s a few ideas to get you started:
- Lead by example: If you're grumpier than Donald Duck with a headache, don't expect your team to be rays of sunshine.
- Empower your team: Give them the authority to solve problems and create magic moments. Nothing kills positivity faster than "I'll have to check with my manager."
- Celebrate successes: When someone goes above and beyond, shout it from the rooftops. Or at least in the staff room.
- Encourage creativity: Let your team find their own ways to create magic. You never know, you might discover the next Walt in your midst.
- Remember the 'why': Regularly remind your team of the impact their work has. You're not just selling widgets, you're helping people achieve their dreams (even if those dreams involve a really nice widget).
So, are you ready to turn your team into dream-makers? To create a culture where every interaction is an opportunity for magic? To... oh, you get the idea.
Question for you: What's one small change you could make tomorrow to help your team see your customers as guests rather than just transactions? And remember, no idea is too silly. After all, it all started with a mouse, didn't it?ββββββββββββββββ Comment below.
From Mouse House to Your House: Implementing Disney-Inspired Customer Experience Strategies
Right, you've been paying attention. You're all fired up, ready to sprinkle a bit of that Disney magic over your business, like fairy dust on a stale crumpet.
But how do you actually go about it without turning your office into a theme park? (Though if you do, I call dibs on the first ride.)
Let's break it down into steps even Goofy could follow:
- Assess Your Current Experience: First things first, take a good, hard look at your customer journey. And I mean really look - warts and all. Is it smoother than Aladdin's magic carpet ride, or bumpier than Mr. Toad's Wild Ride? Get feedback from your customers. What makes them grin like the Cheshire Cat? What makes them grumpier than Grumpy himself?
- Identify Your Pain Points: Now, where are the queues forming in your business? And I don't just mean literal queues (though if you have those, sort them out, pronto). I'm talking about any friction points where your customers' smiles start to fade faster than Cinderella's coach at midnight.
- Dream Big, Start Small: You can't build Sleeping Beauty's castle overnight (trust me, I've tried). Start with quick wins. Can you add some entertainment to your waiting area? Train your team in the art of creating magic moments? Remember, Rome wasn't built in a day, and neither was Epcot.
- Empower Your Cast Members: Give your team the authority to solve problems on the spot. Remember Disney's $50 rule? Adapt it to your business. Maybe it's the power to offer a free dessert or waive a small fee. Trust me, the loyalty you'll gain is worth far more than a few quid here and there.
- Tell Your Story: Disney isn't just about rides and characters - it's about stories. What's your story? How can you weave it into every interaction with your customers? Maybe it's the tale of how your great-grandad started the business with nothing but a packet of crisps and a dream. (If that's not your actual story, feel free to borrow it. I won't tell.)
- Create 'Wow' Moments: Look for opportunities to surprise and delight. It doesn't have to be grand gestures - sometimes it's the little things that stick in people's minds. A handwritten note, a unexpected upgrade, a staff member who remembers a customer's name and their favorite product. It's like finding a Hidden Mickey - small, but oh so magical.
- Measure, Adapt, Improve: Keep track of your efforts. Are your customers happier than Dory in the big blue? Or are they more confused than Alice in Wonderland? Use surveys, feedback forms, and good old-fashioned conversation to keep your finger on the pulse.
- Never Stop Learning: Walt Disney himself said, "We keep moving forward, opening new doors, and doing new things, because we're curious and curiosity keeps leading us down new paths." So keep learning, keep innovating, and remember, keep having fun with it!
Implementing these strategies isn't about turning your business into a carbon copy of Disney. It's about capturing and understanding the priciples: the Disney spirit - the attention to detail, the commitment to excellence, the drive to create unforgettable experiences - and adapting it to your unique business.
So, are you ready to take your customers on the ride of their lives? To turn your business into the happiest place on earth (or at least the happiest [insert your industry here] on earth)?
And remember, no dream is too big. Remember, Walt said, "If you can dream it, you can do it." So dream on, you magnificent Disney-inspired entrepreneurs!ββββββββββββββββ
Overcoming Common Challenges: When Your Fairy Godmother's Gone On Holiday
Alright, let's get real for a moment. Implementing Disney-level customer service isn't all pixie dust and happy endings. Sometimes it's more like wrestling an alligator while trying to keep your Mickey ears on straight.
But fear not, intrepid business owner! We're about to tackle some common challenges head-on, with more tenacity than Mulan.
The "We're Not Disney" Syndrome: You might hear this from your team: "But we're not a theme park!" Well, spotted, Sherlock. The point isn't to be Disney, it's to think like Disney. Remind your team that magic can happen anywhere - even in a dentist's office. (Especially in a dentist's office. Have you seen those bills? Pure sorcery.)
Solution: Share success stories from non-theme park businesses that have adopted Disney principles. Show your team that pixie dust can settle anywhere if you believe it can.
Budget Constraints: Not everyone has Disney's deep pockets. You might be operating on a budget that's tighter than Cinderella's glass slipper.
Solution: Remember, it's not about throwing money at the problem. It's about creativity and attitude. For example, a genuine smile costs nothing, but can be worth everything to a customer. Focus on low-cost, high-impact changes.
Resistance to Change: Some of your team might be more set in their ways than the sword in the stone. Change can be scary.
Solution: Start small. Introduce changes gradually. Celebrate early wins. And remember, a spoonful of sugar helps the medicine go down. (In this case, the sugar is praise and the medicine is change. Please don't actually drug your employees.)
Maintaining Consistency: It's one thing to create a magical experience once. It's another to do it day in, day out, even when you're feeling more Grumpy than Happy.
Solution: Strong training programs, clear guidelines, and regular refresher courses. And don't forget to keep your own enthusiasm high. If the captain's not excited about the voyage, why should the crew be?
Dealing with Difficult Customers: Not every customer is going to be as sweet as Snow White. Some might be more like Cruella de Vil on a bad hair day.
Solution: Train your team in the art of turning negatives into positives. Remember, every complaint is an opportunity to create a loyal customer. And if all else fails, just imagine the difficult customer wearing Goofy's hat. It's hard to be angry at someone in Goofy's hat.
Burnout: Constantly being "on" can be exhausting. Your team might start to feel like they're on It's a Small World - stuck in an endless loop of forced cheerfulness.
Solution: Regular breaks, team-building activities, and a culture that values employee wellbeing. Happy employees make for happy customers. It's the circle of life. (See what I did there.)
Remember, even Disney has its off days. The key is to learn from the challenges, adapt, and keep moving forward. As Walt said, "All the adversity I've had in my life, all my troubles and obstacles, have strengthened me."
So, when you're facing a challenge that seems bigger than the Beast's castle, just remember: every great Disney story has its villains and obstacles. But with a bit of courage, a dash of creativity, and a sprinkle of belief, you can overcome anything.
Measuring Success: Are You Making Magic or Just Waving a Stick?
Right, you've been sprinkling Disney dust all over your business like a fairy on a sugar rush. But how do you know if you're actually creating magic, or just making a mess? It's time to talk metrics, my friends. And before you start yawning, remember: even Disney counts its beans. They just do it with a bit more flair.
Customer Satisfaction Scores: First up, the bread and butter of customer experience measurement. Are your customers happier than Dory in the big blue, or grumpier than Donald Duck with a stubbed toe?
Tool: Net Promoter Score (NPS). It's a nifty, simple tool. Ask your customers, "On a scale of 0-10, how likely are you to recommend us?" Anything above 9, and you've got yourself a loyal fan. Below 6, and, well... you might want to check if you've accidentally employed Maleficent. By the way, Disney carries out these surveys on a daily basis, as guests exit the parks.
Employee Satisfaction: Happy staff, happy customers. It's not rocket science, it's Disney science.
Tool: Regular surveys and feedback sessions. If your team is more enthusiastic than Olaf in summer, you're on the right track.
Social Media Sentiment: In today's world, every customer is a potential critic... or a walking billboard.
Tool: Social media monitoring. Are people singing your praises like a Disney musical number, or are they complaining more than Eeyore on a rainy day?
Customer Retention Rate: Are your customers coming back for more like it's Star Tours, or are they running away faster than Simba from the hyenas?
Tool: Track repeat business. If they're coming back more often than Disney releases live-action remakes, you're doing something right.
Average Transaction Value: Are your customers so delighted they're spending more?
Tool: Compare average transaction values before and after implementing your Disney-inspired changes. If it's going up, you're onto a winner.
Complaint Resolution Time: How quickly are you turning frowns upside down?
Tool: Track the time from complaint to resolution. The faster you can say "Hakuna Matata" (and mean it), the better.
Word-of-Mouth Referrals: Are your customers spreading the word faster than Aladdin on a magic carpet?
Tool: Ask new customers how they heard about you. If "friend recommendation" is higher than Rapunzel's tower, you're nailing it.
Mystery Shopping: Sometimes, you need to see your business through fresh eyes.
Tool: Hire mystery shoppers or, even better, be one yourself. Pretend you're a secret agent on a mission. Trench coat and sunglasses optional, but highly recommended for comedic effect.
Remember, the goal isn't just to collect numbers. It's to tell a story - the story of your business's journey towards Disney-level customer experience. Look for trends, celebrate improvements, and always be asking, "What would Walt do?"
And here's the real magic: Share these metrics with your team. Let them see the impact of their efforts. It's like showing them their own reflection in Mulan's sword - they'll see how strong they've become.
Conclusion: The Happiest Businesses on Earth
Well, well, well. We've been on quite the journey, haven't we? From Main Street, U.S.A. to your very own business boulevard. We've laughed, we've cried (okay, maybe that was just me), and hopefully, we've learned a thing or two about sprinkling a bit of that Disney magic into our own customer experiences.
Now, I know what you're thinking. "This all sounds great on paper, but can I really turn my [insert mundane business here] into a magical experience?" To which I say: Is the Pope Catholic?
The truth is, my dear apprentice, the magic was inside you all along. (Cue the cheesy music and soft-focus camera work.) But seriously, creating a Disney-level customer experience isn't about having a castle or a talking mouse. It's about attitude, attention to detail, and a genuine desire to make people's days a little bit brighter.
Remember:
- Every customer is a guest, not a walking wallet.
- Empower your team to solve challenges fast.
- Turn waiting times into opportunities to engage and entertain.
- Pay attention to the details. They're the difference between "meh" and "magical".
- Measure your success, but don't forget to measure your fun too.
Will it be easy? About as easy as wrestling Hercules after he's had his spinach. (Wait, wrong franchise. But you get the idea.) But will it be worth it? Absolutely. Because when you create experiences that make people feel special, that solve their problems, that exceed their expectations - well, that's when the real magic happens.
So go forth, my Disney-inspired entrepreneurs! Transform your businesses into the happiest places on Earth (or at least the happiest [insert your industry here] on Earth). Create magic moments, turn customers into fans, and remember: it all started with a mouse.
And if all else fails, just slap some mouse ears on it and call it a day. (Disclaimer: Actual results may vary. Mouse ears not included. Void where prohibited.)
And now, for our grand finale question: If Walt Disney could see your business today, what do you think he'd say? And more importantly, what would you want him to say? Share your Walt-worthy aspirations below. And remember, in the words of the great man himself: "If you can dream it, you can do it."
So dream big, do bigger, and may your customer experience always be magical!
Frequently Asked Questions: Improving Customer Service the Disney Way
Q1: Can Disney's customer service principles really work for any small business?
A: Absolutely! While you may not have Disney's resources, their core principles of creating magical experiences, empowering employees, and paying attention to details can be adapted to businesses of any size. The key is to focus on the mindset and attitude rather than trying to replicate Disney's specific offerings.
Q2: How can I train my staff to provide Disney-level customer service?
A: Start by clearly communicating your expectations and the importance of customer experience. Provide regular training sessions focusing on empathy, problem-solving, and creating positive interactions. Encourage role-playing exercises and share success stories to inspire your team. Remember, it's about cultivating the right mindset as much as teaching specific skills.
Q3: What's the most cost-effective way to start implementing Disney-inspired customer service?
A: Begin with empowering your employees to solve problems on the spot. This doesn't necessarily cost money but can significantly improve customer satisfaction. Also, focus on improving your greeting and farewell processes – these first and last impressions are crucial and cost nothing to enhance.
Q4: How do I measure the success of these customer service improvements?
A: Key metrics to track include customer satisfaction scores, Net Promoter Score (NPS), customer retention rates, and average transaction value. Also, pay attention to qualitative feedback through reviews and social media mentions. Regular mystery shopping can provide valuable insights into your customer experience.
Q5: What if my business is in a "boring" industry? Can I still create magical experiences?
A: Absolutely! The magic isn't in what you do, but how you do it. Focus on solving customer problems in unexpected ways, adding personal touches to your service, and consistently exceeding expectations. Even the most "boring" industries can surprise and delight customers with the right approach.
Q6: How often should I update or change our customer service strategies?
A: While your core principles should remain consistent, it's good to regularly review and refresh your strategies. Aim for a major review annually, with smaller tweaks and improvements made continuously based on customer feedback and team input. Remember, as Walt Disney said, Disneyland will never be completed – your customer service should always be evolving too.
Putting It All Together: Your Disney-Inspired customer Experience Action Plan
Right then, we've chatted, we've chuckled, we've contemplated the profound wisdom of a cartoon mouse.
But now it's time to stop talking the talk and start walking the walk. Or should I say, start gliding like Cinderella at the ball? (Just watch out for those stairs at midnight, eh?)
Let's craft an action plan that'll make even Mary Poppins' "Spoonful of Sugar" look like amateur hour. Here's how to turn your business into a customer experience powerhouse, faster than you can say "supercalifragilisticexpialidocious":
- Audit Your Current Experience: Grab a notepad and play secret shopper in your own business. Is it more "Be Our Guest" or "Cruella De Vil"? No judgment here... well, maybe a little.
- Identify Your 'Low-Hanging Fruit': What quick wins can you implement tomorrow? A warmer greeting? A tidier space? A ban on calling customers "mate" unless they're actually your shipmate on a pirate adventure?
- Empower Your Team: Give your staff the authority to solve problems on the spot. Start small - maybe they can offer a free cup of tea when things go pear-shaped. (Unless you're a tea shop, then that's just good business.)
- Create a 'Magical Moments' Initiative: Challenge your team to create one 'wow' moment each day. Best idea gets a prize. Worst idea gets... a different prize. Everyone's a winner here!
- Reimagine Your Customer Touchpoints: Look at every interaction through Disney-tinted glasses. Can you add a sprinkle of magic to your emails? Your packaging? Your on-hold music? (If it's not "It's a Small World," you're missing a trick.)
- Train, Train, and Train Some More: Develop a training program that would make the Disney University proud. Bonus points if you can work in some character voices.
- Measure and Celebrate Success: Set up those metrics we talked about. Then celebrate wins like you've just defeated Scar and reclaimed Pride Rock.
- Continual Improvement: Channel your inner Walt and never stop innovating. Remember, Disneyland is never finished - and neither is your customer experience.
Now, I know what you're thinking. "This all sounds great, but I run a [insert supposedly boring business here]." To which I say: poppycock! (Yes, I said poppycock. I'm bringing it back.) Every business can be magical with the right attitude.
Accountant? Make tax season feel like a thrilling adventure through the Cave of Wonders. Plumber? Turn every call-out into a heroic quest to save the kingdom from the evil forces of blocked drains.
Undertaker? Okay, that one's a bit trickier. But I bet even the Haunted Mansion has a gift shop, so there's always room for improvement.
The point is, whether you're selling magic wands or mops, the principles are the same. It's about creating an experience that makes people feel special, solves their problems, and leaves them humming a happy tune (preferably one that's not copyrighted by Disney, for legal reasons).
So, are you ready to transform your business into the happiest place on Earth? Or at least the happiest [insert your industry here] in your town?
Your Personal Genie: Unlock the Magic with Personalized Coaching and Consulting
Well, well, well, my aspiring Disney-preneur! You've made it through our magical journey, armed with more customer experience wisdom than Merlin's got spells. But let's face it - even Aladdin needed a Genie, and Cinderella wouldn't have made it to the ball without her Fairy Godmother. Sometimes, we all need a little extra magic to truly transform our businesses.
That's where I come in - your very own Genie. (Don't worry, I won't be asking you to rub any lamps. Unless that's your thing, in which case, no judgment here.)
Imagine having a direct line to the Walt Disney of customer experience. Someone who can help you:
- Craft a customer journey so enchanting, it makes Disneyland look like a county fair.
- Transform your team into a crack squad of magic-makers, without the need for actual pixie dust.
- Turn your business challenges into opportunities faster than you can say "bibbidi-bobbidi-boo".
- Create a business culture so fantastic, even Grumpy would crack a smile.
With my personalized coaching and consulting, you'll get:
- One-on-One Strategy Sessions: We'll dive deep into your business, unearthing hidden opportunities like they're buried treasure in Pirates of the Caribbean.
- Custom Action Plans: Tailored strategies that fit your business like Cinderella's slipper. No one-size-fits-all approaches here!
- Ongoing Support: Think of me as your personal Jiminy Cricket, guiding you through the challenges and celebrating your wins.
- Access to Exclusive Resources: Tools, templates, and tricks of the trade that aren't available in any Disney gift shop.
Remember, I wrote the book on this stuff. Literally. "Walt's Way" isn't just a catchy title - it's a roadmap to business magic, and I'm here to be your personal guide. Shameless plug - get the book here.
So, are you ready to take your business to infinity and beyond? To create customer experiences that are more magical than Tinker Bell on steroids? To become the Disney of your industry?
Don't let your dreams be dreams. Take a leap of faith, reach out today, and let's start writing your business's happily ever after.
Let me ask you, what's the one Disney-inspired change you're most excited to implement in your business? Share your magical plan below!
Remember, in the words of Walt Disney, "All our dreams can come true, if we have the courage to pursue them." So, let's pursue those dreams together, shall we? After all, every great Disney story starts with a leap of faith and a touch of magic.
Walt also said, “The way to get started is to quit talking and begin doing."
So let's get to it, you magnificent Disney-preneur! May your customers be merry, your staff be magical, and your profits be ever after.
Ready to begin your magical transformation? Contact me today at: [email protected]
Let's make some magic together!
References
- PwC on Customer Experience Importance
"73% of people say customer experience is an important factor in their purchasing decisions."
Source: PwC, Customer Experience Insights. PwC Website - American Express on Willingness to Pay More
"Consumers are willing to pay a premium (up to 16%) for positive customer experiences."
Source: PwC, Customer Experience Report. PwC Website - New Voice Media on Cost of Poor Customer Service
"U.S. companies are losing $75 billion a year due to poor customer service."
Source:https://www.businesswire.com/news/home/20180517005043/en/NewVoiceMedia-Research-Reveals-Bad-Customer-Experiences-Cost-U.S.-Businesses-75-Billion-a-Year - Hyken Research on Unhappy Customers Not Returning
"96% of unhappy customers who don't complain simply never return."
Source: https://hyken.com/research/
About the Author
Andrew Lock is a renowned business coach, consultant, and author with over three decades of experience helping entrepreneurs and business leaders achieve extraordinary success. As the founder of 'Help My Business!', Andrew has empowered thousands of business owners worldwide through his unique coaching Club, mastermind groups, best-selling books, and engaging keynote presentations.
Known as the "Brit who makes business fun," Andrew brings a refreshing blend of humor and practical insights to his work. His expertise spans customer experience, pricing, sales, marketing, employee management, and operations, with a special focus on applying Walt Disney's business principles to modern enterprises.
Andrew is the author of seven books, including the popular "Walt's Way" and "Big Lessons from Big Brands." His work has been featured in major media outlets, and he's shared stages with business luminaries like Sir Richard Branson, Donald Trump, The Dalai Lama, and Michael Gerber.
When he's not helping businesses transform their customer service, Andrew enjoys traveling with his family and indulging in his passion for all things Disney and chocolate (though not necessarily in that order).
For more insights and resources, visit www.andrewlock.com.
