Are you planning a family vacation to Disneyland this summer? If so, notice how they attend to the details of what makes you happy.
Disney understands what you, the customer, wants before you do.
Several years ago I attended a Disney seminar for leaders and was amazed at their organization’s attention to their customer’s needs and desires.
Disney employees exemplify what I call “The Diamond Rule: Strive honestly to see things from the other person’s point of view.”
Here are some ways they understand you, their customer, intimately:
- They minimize distractions and expedite check in at their hotels because they know your family’s nerves are frazzled from the long, exhausting trip to get there. They know the last thing you need is more stimulation at that moment.
- You won’t find an outside newspaper for sale anywhere on their property because they know you have come there to escape the real world.
- Every employee knows where the nearest restroom is because they know you have pushed your bladder to its limits and will need to make a mad dash to get there in time.
- Trash receptacles are placed no more than 30 steps apart because they know just how long you are willing to hold onto your trash before dropping it.
- Lines at each attraction twist and turn with their own suspenseful entertainment as you wait with anticipation so that you don’t mind very much how long it’s taking.
- Disney employees are called “Cast Members” to remind them that when they enter the property “It’s show time!” and your family is their most important audience.
Disney’s philosophy in their own words (excerpts from the Disney Institute website)…
“You are probably wondering, what exactly are the things Disney does differently?
It is not that we do completely different things than others do; it is that we tend to think about things differently than others—and to a greater degree. We pay extraordinary attention to the details surrounding general business processes…
Excellent service does not simply come from a friendly transaction or helpful technology—it is the result of truly understanding your customer’s expectations and putting the right guidelines and service standards in place to exceed them.”
Disney studies our needs and desires diligently. They walk a mile in our shoes. They practice the Diamond Rule with fervor!
How well do you understand, and act on, what makes your customers happy?
Much success and fulfillment,