“Inside the Magic Kingdom” Lesson 3 by Cindy Stradling CSP, CPC
“Inside the Magic Kingdom” Continued from previous week…
LESSON 3
Everyone walks the talk.
If you are like me you have most likely had the experience of going into a business and received inconsistent treatment
. They use the term “aggressively friendly” at Disney. All staff are trained to stop everything when they see a guest in need. (I wish the staff would do that at the home reno store when I am standing there looking confused and not sure what to do – lol) The Disney culture says Everyone walks the talk always! The real point here is more about the way you do your job. Think about this statement: “Every time a customer comes in contact with your company, you have an opportunity to create value. Capitalize on that opportunity and you win. Waste it and you lose…it is a simple as that! The guest is always in charge.
Questions for discussion with your team:
- Think about the way people do their jobs here. Could we adapt the “aggressively friendly” concept to our company’s environment?
- How might we expand customer service from a department to a tradition?
- How could we individually do an even better job of “walking the talk” than we do right now?
- What does “walking the talk” mean around here?
- How would a customer’s experience be different if everyone here “walked the talk?”