I’ve been studying the Disney commitment to customer service for a special project I’m working on. It’s nearly impeccable. Their staff is trained to entertain guests (including secondary guests - those who aren’t ticket purchasers but do affect buying decisions) during known “lulls” in the Disney experience (IE: children waiting in line). They strategically target the downtime so that the entire experience from start to finish is personalized, beautiful and full of excitement and joy. That consistent delivery of a remarkable experience = MILLIONS of dollars in revenue (even a 1% increase for Disney equals 7 figures).
Consistent joy is the Disney way.
What is the [INSERT YOUR NAME HERE] way? How are you filling in the holes in your client experience from start to finish?
This is relevant to me as a business owner and as a mom… in my desire to create memorable learning and discovery experiences for Brady, how can I engage him every step of the way? How can I teach him about grocery bags and crossing the street while we’re walking to the car rather than just racing to beat the Florida heat?
What Disney teaches us here is that every moment matters: every moment of the client experience… and really, every precious moment we’re given.
Don’t waste a second - not for your clients, not for your family, not for yourself.
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