Category: Disney Customer Service book

Who better than you?

From the customer service activity you just completed, you should be somewhere on the spectrum between overjoyed with future possibility or overwhelmed with hopelessness.

The next best step for your current state is action.

Action will harness your joy for possibility and it will also mitigate your feelings of hopelessness by giving you the initial small steps required to gain a feeling of progress and hope.

Who better than you to have this remarkable customer service opportunity?

Pause for a moment before reading the next sentence and contemplate and answer the question above: “Who better than you?”

How did your answer resonate?

Okay, let’s continue with another question.

How did it feel to write and/or draw your customer service thoughts on paper?

Was it easy?

Why?

Was it hard?

Why?

Do you feel more optimistic or less optimistic from the exercise?

Regardless of your answer, what are your next customer service culture steps?

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

Disney Customer Service activity.

We are going to pause for a few minutes and give you an opportunity to reflect on what you’ve read from “It’s A Trap” (page __) to here.

In the space below, write (or draw) words, phrases, questions, answers. Remember, the reason you’re doing this is to capture your key thoughts as we build your customer service assessment of your current state, visualize a bright future for yourself and your organization, and start outlining your customer service next steps agenda.

Have fun, dream big, burn your ships…

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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When customer service transformation happens.

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Wouldn’t it be great if positive customer service change just fell from Heaven?

But it doesn’t.

So ask yourself why you go to work each day. What’s the purpose? What do you contribute?

Is not your purpose to drive change, to make things better?

To make today a little, even if it’s imperceptible to most, better than yesterday.

To make this year better than last year?

To make your second decade better than your first?

Customer service transformation won’t just come to you. It won’t happen on your week-long vacation to the beach.

It won’t happen when you wake up in the morning.

No.

So why do you show up for work?

How do you find joy (and motivation) when you and your organization are stuck?

This is going to sound crazy but customer service transformation happens when you need it to happen; the caveat is you’ve got to be willing to pay for it.

When you’ve run out of options you are close to a breakthrough. You are literally at the proverbial fork in the road.

Many fail to turn the corner because they couldn’t convincingly answer the previous questions about their purpose for showing up every day.

One direction leads to misery and frustration, the other to your first of many lucky customer service breaks.

Looking back, you’ll wonder why you didn’t commit sooner.

Remember, customer service growth is a long-term, never-ending process. Be thankful for all the years you and your organization struggled. Your struggle deserves the credit for bringing you to where you are now.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

Any fool can dream

Dreams are great.

But customer service dreams without a plan and action are worthless.

Hope is a great strategy, but it’s a poor tactic.

Action is the antidote for being dissatisfied.

But there’s never enough time is there?

This is a great time to have a mantra along the lines of, burn the ships.

It’s also foolish to metaphorically put your life on the line.

Or is it?

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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It’s never going to feel safe

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Let’s agree that risk implies an uncertain outcome – an uncertain future.

Easy, right?

The good news about customer service risk when the future isn’t certain is that you know you are on to something special.

Listen to the sound of that again – you’re on the path to something special.

Of course, the other option is to stay on the beaten path, the tried and true.

You know what you’ll get.

Safety.

Mediocrity.

Plain vanilla.

Stagnation.

Competition.

Average.

Now back to the uncertain path, the future, and the reality that your risk might not work.

This is the opposite of the tried and true formula which requires us to do today what we did yesterday and the day before that. And to repeat that tomorrow and the day after that.

Every day you embrace an uncertain future is a day of adventure.

Will you have the stamina, the courage, the creativity, the tenacity, and the desire to keep moving forward when the logical thing to do is to turn around and retreat?

Imagine answering, “Yes.”

Burn the ships, no?

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.