Tag: Service

It doesn’t matter what customers look at, what matters is what customers see

When we focus on the surface, we risk missing everything else.

Imagine that for a moment.

You may marvel at Disney’s world-famous grooming guidelines and completely miss the fact that grooming guidelines aren’t the insight.

The insight is Disney’s uncompromising focus on delivering what the Guest wants.

The Guest wants something Magical, something no one else in the world provides.

And prior to Disneyland, the American standard for a Family outing was an Amusement Park, a Circus, a State Fair, a Carnival.

The American Carnival was a traveling show. Descending on a town, the Carnival would quickly set up in a vacant field or empty parking lot.

The mechanical rides never won awards for passenger safety.

The Carnival workers, known as “Carnies”, had a reputation for being unkempt.

Walt Disney ruptured the negative stereotypes and reinvented the industry, including the workers, becoming a category of one.

Why?

Because the Public would pay for quality, return often, and tell their friends.

Is there a customer you know who wouldn’t want that?

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

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One of the ideas was making an uncommon book.

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Make a customer service book that flies in the face of what normal books look like?

Are you crazy?

• What if people shun it?
• What if it doesn’t work?

You can feel the logic in those questions because they’re no-brainer questions, questions every smart leader would ask.

But what about these.

• What if people love it?
• What if it works better than your wildest dreams?

Of course, there’s no guarantee either way.

This is why most people, and most organizations, stay on the tried and true path of good and very good.

The commitment to make excellence the only goal is scary for most.

Why?

Because it requires risk.

Risk scares people and organizations.

This is fundamental, elementary even.

And true.

But what if instead of being scary, risk was embraced as essential to your health and the health of your organization?

Not until leaders, and organizations, desire to make customer service risk-taking mandatory will cultural transformation start spreading its wings.

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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 Next Steps activity.

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Strike while the iron is hot. Iron is easily malleable when hot, and impossible to shape when not.

Now (yes, right now) is the time to write down some important, top-of-mind customer service thoughts.

Make a few lists and don’t fuss over minute details – this is high-level, very rough-draft thinking. Have fun, and don’t over-analyze. This should be quick:

Who (whom should you involve):

What (what needs to be done):

Where (where will the work occur):

When (when will the work happen):

How (how will the work be accomplished):

Why (why is this important; what’s to be gained by doing it, what’s to be lost by doing nothing):

How’d that feel?

Have you perceived what’s happened in the past few minutes?

You’ve just started planting, on paper, the seeds of intentional customer service behavior that will facilitate the slow and steady path forward to customer service transformation.

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

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.