Tag: Service

What you are about to read was written years ago. It is part of my Disney Customer Service Insights book. It is randomly being shared today…

Ask four questions to have more empathy in your marketing:

1. What does this person believe that you don’t believe?
2. What do they see that you don’t see?
3. What do they want that you don’t want?
4. What do they care about that you don’t care about?

What does this person believe that you don’t believe?

They believe impossible really is.
They believe it could fail.
They believe failing will ruin their career.

What do they see that you don’t see?

They see roadblocks, obstacles, and impossibility.
They see a gamble, a risk, and a landscape of uncertainty.

What do they want that you don’t want?

They want to be able to turn back the clock and start over?
They want a miracle.
They want to be able to forget they ever had this problem.

What do they care about that you don’t care about?

They care about not failing.
They care about their career.
They care about stability.

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