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The Disney Corporation has delivered famous service for over 60 years. Don’t believe it? Visit a resort, restaurant or theme park and see how well you are treated by the workers (known as Cast Members).
"Someone will always find a less expensive way of doing what you do.
But people will pay more for an exceptional experience with you."
-Clark Howard
Here are some of the lessons I’ve learned from our sons as they are involved in the reinvented service industry. How do you feel about these changes?
Is it just me, or has courtesy and good service just about vanished completely? You would think with unemployment still rampant among young people, someone would have taught how to serve people to keep their jobs. This is not to condemn young people in the workforce. It’s been this way before most of them were born. But it is getting increasingly hard to train good help and keep them in place very long. Your customers can probably tell you a lot about this already.
Our middle son got a job at Disney in Orlando last month. Our youngest son works at a bowling alley in guest services. Both come home regularly with stories about co-workers bragging that they just want to make money and don’t care about the company. They tell about people getting fired for treating customers with a casual or careless attitude.
The Disney Corporation has delivered famous service for over 60 years. Don’t believe it? Visit a resort, restaurant or theme park and see how well you are treated by the workers (known as Cast Members).
"Someone will always find a less expensive way of doing what you do.
But people will pay more for an exceptional experience with you."
-Clark Howard
Here are some of the lessons I’ve learned from our sons as they are involved in the reinvented service industry. How do you feel about these changes?
1. “Customer” is OUT; “Guest” is IN.
2. “Unfortunately” is OUT; “At this time…” is IN.
3. “You guys,” is OUT; “Sir,” or “Ma’am,” is back IN.
4. “Have a good one,” is OUT; “Thank you for your business,” is IN.
5. “I know where you’re coming from,” is OUT; “Let me try to understand,” is IN.
6. “No problem!” is OUT; “Yes,” “No” or “I will have that right away,” is IN.
