Category: Disney Customer Service book

Radically ask for better customer service blueprints

What you know about customer service comes from what you’ve done, read, experienced, taught, written, thought, and dreamt about.

Even with all that going for you, odds are high you’re still yearning for better, simpler, more profound and actionable information.

Have you considered asking for more, and for better?

Have you considered being radical in your asking?

Some say, “Ask and you shall receive.”

i say .think .differently about customer service.

Keep your questions ridiculously simple and be radical in asking for better blueprints.

No one builds a cathedral without blueprints.

Why would your customer service legacy be any different?

Why would your company’s customer service culture be any different?

Why?

How’s that for a radically simple question?

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Looking Back, Now Will Have Been A Bargain

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The cost for adding customer service enhancements always seems expensive at the time.

The price you pay for all those years living without the enhancements is literally impossible to recoup.

This so-called price you pay takes the form of lost growth and revenue, unrealized organizational vibrancy, turnover costs, unintentional transfer of intellectual property to your competitors, and the slow and steady erosion of an already unstable foundation.

What would it take for you to see – and act on this reality – that it’s such a bargain to begin transforming now.

Now.

As in there’s no time to wait.

One small step forward.

Right now.

Awareness is the first step to recovery.

Simply admit, right now and unequivocally, your customer service culture is unhealthy and needs a doctor.

The cost for an architect to draw a new set of blueprints is exponentially less costly now than what it will cost you in the future.

You cannot build from a plan you can’t see on paper.

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

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Why would you settle when it’s not necessary?

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The only limitations you have are those you impose upon yourself.

Struggling to create a simple yet world-class customer service framework for scalable and sustainable results?

Challenged to create a vibrant customer service culture where at least 80% of your customers (and employees) rate your service delivery as very good or excellent?

Challenged to create a vibrant customer service culture where at least 51% of your customers rate your organization as excellent?

Do you have a personal conviction that good and very good aren’t good enough?

Do you understand the dramatic difference between an excellent service framework’s ability to get excellent results, a very good framework getting very good results and a good framework getting good results?

Can you articulate the difference between a good customer service culture  and an excellent customer service culture; and the difference between a very good culture and an excellent culture?

If you can, and i’m assuming you can, why would you settle?

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

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Busy Doing Nothing

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Being good at doing things well is often seen as success.

Really?

Think about it.

Yes, we are good at things.

But are we good at the right things?

Who’s coaching us about customer service priorities?

Who’s holding us accountable?

And what if our boss is in the same boat as us?

What if our boss has customer service priorities that we are good at delivering on, but what if all of us are focused on wrong, lower level priorities?

What if we are the boss? What if we’re passing this on down to our direct reports?

The customer service mission-critical stuff, often the soft stuff, is left alone because it’s too hard to see and measure improvement.

It’s analogous to trying to lose weight instead of trying to lower our resting heart rate, our cholesterol, BMI, and triglycerides.

There are a lot of fake customer service problems in business. Fake problems are issues we spend time on managing well, but these issues have disproportionately less customer-value than more important priorities.

Fake problems are convenient for medicating our lack of a clear, concise, and compelling vision.

Why?

Because we are good at them.

Like losing weight but not addressing cholesterol, resting heart rate, and triglycerides.

Organizational health (and personal health) is priority one.

Never get bored with the basics.

Spend time doing nothing.

Quiet time, void of distractions, void of deadlines, meetings, initiatives.

Spend time there and you’ll be astonished, if you really open your heart, at what you can accomplish when you’re busy doing nothing.

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

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Customer Service time out, Disney-Style

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Four world-class customer service basics i learned from 30 years at Disney.

Do the basics brilliantly.

Never get bored with the basics.

The Bullseye, 360-Analysis, Unifying Goal, Decision Tree.

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