Disney gets the guest experience. Disney is, as mentioned above, the self-proclaimed happiest place on earth. They are also one of the most expensive places on earth, at least for vacations. They are so good at what they do that hard working people from all over the world will save their money, sometimes for several years, so that they can take their families on the trip of a lifetime. And then these families come back. Some of them again and again. How does Disney do it? The answer is rather simple: they focus on their guest. They give their “customers” a guest experience that connects emotionally and delivers value, typically far more value than the price paid. To take creative license from MasterCard’s excellent commercials, a Disney vacation experience is … priceless.
Just last year was Disney’s 60th anniversary. Amazing how Mickey hasn’t aged a bit, and Snow White looks better than ever. During the time of Disney’s celebration, I read many articles that included Walt Disney quotations and business philosophies. I actually wrote a short article with a few famous (and not so famous) quotes from Walt Disney himself and some of his characters. Since that time I’ve found a few more that inspired me. So, here are some of my favorites, with some customer service and business lessons tied into them.
1. “If you can dream it you can do it.” –Walt Disney – This is a perfect one to start with. One of the most famous Disney quotes, and great advice for anyone getting into business – and anyone who is trying to solve a customer’s problem. Making customers happy sometimes requires creativity.
2. “The flower that blooms in adversity is the most rare and beautiful of all.” –The Emperor (Mulan) – Sometimes a customer has a complaint. Handled well, that Moment of Misery becomes a Moment of Magic. And, if really handled properly, the customer may even have more confidence about you because of the way you handled the situation than they might have if the problem hadn’t happened at all.
3. “Venture outside your comfort zone. The rewards are worth it.” –Rapunzel (Tangled) – The best companies empower their employees to make their own customer-focused decisions. Unfortunately, some companies are still reluctant to do so, primarily because they are worried employees may make the wrong decisions. I challenge those companies to venture outside their comfort zones and give their employees the power – the power to improve the customer experience. It all starts with training your employees to make good decisions, and if they make a bad judgement call, use it as a training opportunity. With the right training and management, you’ll be surprised at how quickly you’ll create an empowered workforce – which a reward worth the effort.
4. “Oh yes, the past can hurt. But the way I see it, you can either run from it or learn from it.” –Rafiki (The Lion King) – This is a perfect follow-up quote to the last one. No doubt our employees will make mistakes. Even the painful ones are learning opportunities in disguise. It is important to embrace the past to help you and your employees grow in the future.
5. “If you focus on what you left behind, you will never be able to see what lies ahead. Now go up and look around!” – Gusteau (Ratatouille) – Funny how some of these great quotes belong together. What many people hang onto is “how we’ve always done it”, or worse, a policy manual. Sometimes you have to look beyond how things have always been done. Look for creative solutions to solve unique (and sometimes not so unique) customer requests or problems.
6. “A little consideration, a little thought for others, makes all the difference.” –Eeyore (Winnie the Pooh) – Put yourself in your customer’s shoes. Show sympathy, empathy and consideration. It will help strengthen and build a strong relationship with your customer.
7. “The problem is not the problem. The problem is your attitude about the problem.” –Jack Sparrow (Pirates of the Caribbean) – Attitude is everything. At work, and in life, we’re faced with problems every day. And, it’s the same for our customers. An angry customer can be turned into a loyal evangelist when the right attitude about their problems is displayed.
8. “Just because it’s what’s done, doesn’t mean it’s what should be done.” –Cinderella (Cinderella) – This may be one of the earliest quotes about innovative thinking, and it came from Cinderella! The way things have always been done may not always be the best way. Once again I’m using that word, “empowerment.” Empower your employees to come up with creative solutions to problems. You’ll be amazed at the results.
9. “In every job that must be done, there is an element of fun. You find the fun and—snap!—the job’s a game!” –Mary Poppins (Mary Poppins) – This is so true. This reminds me of another popular saying that goes something like this: “Find a job you love and you’ll never work a day in your life.” It’s been attributed to numerous people, so I can’t tell you who specifically said it (Confucius, Marc Anthony, and others), but the essence is that if you enjoy what you do, it’s not dreaded, boring, a burden or unexciting. It’s something you are enthusiastic about. It’s something you will most likely excel in. It’s something you will be proud of.
10. “Always let your conscience be your guide.” –The Blue Fairy, although many think it was Jiminy Cricket (Pinocchio) – Okay, this really isn’t about customer service, but it is one of my favorite Disney quotes, and so we’ll end with this one. It’s a rule to live by, and the message is simple: Do the right thing.
Analysis
One of the facets of the Huntington prompt is enhanced customer experience, and one company that is well known for incredible guest service is the Disney Company. What from their practices could be incorporated into banking? Disney’s strategy to ensure guest loyalty is that the entire service they provide is catered to the guest completely, with enough emotional value the price they paid almost becomes obsolete (almost). Individual employees serve as the front line for customer service and experience, and they themselves are given the power to fix problems as they occur. Tradition is dangerous in this field, for it’s easy to fall into the “that’s how it’s always been done” model. But bringing in new and creative ways to help and enhance the experiences of others can and will make a huge difference. Employees should be excited to help guests, too. Because if helping others is mundane, no one is going to have a good time. My biggest takeaway from this article is that customer service and experience should be fun, exciting, and enjoyable on both sides of the counter. And businesses should trust their front-line employees to be capable of excelling at that challenge.
Source
Hyken, S. (2016, January 16). Walt Disney’s wisdom: 10 customer service lessons. Forbes. https://www.forbes.com/sites/shephyken/2016/01/16/walt-disneys-wisdom-10-customer-service-lessons/?sh=50c9b51a7308
