It translates to, “The work of art is me.” From the Miami Art District.
Disney’s world-class Customer Service reputation is driven by our fanatical attention to every detail – from over-focusing on the same things others under-focus on or ignore.
Session attendees should expect to learn about these aspects of professional development:
Focus on the power of a great customer service reputation
Discover Disney’s customer service framework
Gain insight into how a customer service culture is created, maintained, strengthened and perpetuated
This day of Disney training uses common-sense business insights and time-tested examples from Jeff’s 30+ year Disney career to inspire leaders and organizations to rethink, reprioritize, and recommit to their own customer experience using Disney principles as their guide.
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We had dinner at Columbia Harbor House restaurant between Haunted Mansion and Peter Pan’s Flight.
Does one bad apple spoil everything?
Many people don’t like religion because there are people who are extremists or perhaps worse, there are people who are so luke-warm, you can’t see any integrity in their professed commitment.
Somewhere in the middle is where we have the best chance to decide for ourselves and for the right reasons.
Start here…
What is the highest human value?
i say it’s love.
What’s our model for understanding love and for demonstrating love in our daily lives?
This should help us form our own decent decisions.
And if we choose not to decide, we still have made a choice.
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For three mornings, i had the Presidential Suite (VIP) elevator door locked open as i awaited the Reeve party to exit their suite and walk across the foyer where i was stationed.
Will, then four, was the first to burst through the Roosevelt Suite’s double doors. Christopher was next, blowing into the mouthpiece tube that controlled his wheelchair.
Dana (Christopher’s wife) and Christopher’s two teenage children from his first marriage, along with the nurse followed towards me and the open elevator door.
The small VIP elevator is for Main Building Concierge Guests to access the swimming pool without having to travel through the main lobby in their coverups and bathing suites.
In this instance, we were using it to avoid being seen publically as we made our way to their private Mini-Bus for transport to the Disney Theme Parks.
Our goal is for no one to know they visited Walt Disney World – complete anonymity.
In the 30-seconds it took for the elevator doors to close at my command, i was struck how Christopher’s arms were strapped to the armrests for stability and how he couldn’t lift a single finger, even if he wanted to.
And just hours earlier as my alarm clock sounded, i threw the blankets off me, directed my feet to the floor, stood up and walked to the bathroom to wash my face and so on.
i couldn’t help but wonder what he would have paid to have that same privilege (luxury?).
Would he pay five-million dollars?
Or if necessary, ten-million?
Fifty-million?
And i get it for free.
Every day.
Priceless.
Blessings.
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The table behind ours is where we hosted Christopher Reeve and his Family.
Citricos is a big restaurant.
i wondered earlier in the day if we’d sit close to where my memories were taking me.
We did.
Serendipitously, we were seated next to the exit door and table where we sat Christopher Reeve and his Family during a visit i was intimately involved in.
The exit door allowed us to enter him and exit him without any fanfare.
High profile Guests are hoping to blend in and not be disturbed by autograph and photo seekers. Their public lives are literally devoid of normalcy.
Additionally, we strive to make every common, unknown person feel like a celebrity.
It was weirdly and mildly spiritual to share the story with my table companions from that exact location.
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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.
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Any leader and any organization, in any industry, can architect world-class customer service using systems and processes they control. World-Class Customer Service is not reserved for special organizations that have secrets others don’t and never will have. Exceptional service is built with four fundamental blueprints. Jeff’s Disney Keynote will be interactive, fun, thought-provoking, and comes with a personal challenge for every participant.
You’ll learn what (and why) every organization should use as The Bullseye for the foundation of every Customer touchpoint. You will also hear a harsh reality and an astonishing paradox when it comes to focusing on Customer Satisfaction (which is actually dangerous to your business reputation). These revelations are a special gift.
Most organizations focus on Customer “needs”. Jeff reveals an exceptional tool – similar to a compass – that empowers you to look at the people you serve (employees, customers, vendors, community) in a 360 Analysis, a holistic view, giving you 300% more wow-factor juice to exceed your Customer’s expectations.
Near Jeff’s house is Walt Disney World, home to 78,000 Cast Members, 2,000 different job classifications, and ONE Unifying Goal. Discover the power in this singular, inspiring goal that moves employees from compliant to committed, all day, every day.
And finally, assuming we all agree that consistency is the hallmark of quality service, be prepared to hear about a Decision Tree – prioritized corporate standards allowing everyone from the new employee on their second day to the employee celebrating 33 years to deliver exceptional service with world-class consistency.
Expect to be wowed. Expect to have fun. Expect to be enlightened. Expect to be put to task. You deserve it. C-ya real soon.
BIO:
Jeff Noel is a 30-year Walt Disney World Leadership veteran, two-time Disney Lifetime Achievement Award recipient, a published author, and highly-sought business advisor, helping Fortune 500 companies worldwide achieve greater success through a series of programs focusing on Jeff’s unique approach and architecture for World-Class Organizational Vibrancy. He has spent his life deconstructing and then reconstructed Disney’s DNA into clear, concise, and compelling business insights. Jeff not only helps you see remarkable opportunity, but he also engages you in wonderfully participatory ways so you actually “feel” his context-neutral insights – it’s the “feeling” of these insights (and the simple architecture) that will motivate, excite, and inspire you to create a future that’s better than now. Much better.
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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.
If you want to stay on this site and read more posts from this Blog, click here.
