Inside the Magic Kingdom
Several years ago I read the book “Inside the Magic Kingdom” by Tom Connellan for a project I was working on for a client. Recently I picked up the book again and had a hard time putting it down! There is so much wisdom in this book on how to provide extraordinary customer experiences every time. For the next seven weeks I am going to share with you the seven lessons outlined in this book. At the back of the book Tom has provided questions for each lesson that each reader can apply to their own situation and I will include them as well. The book gives the readers permission to use the information provided proper credit is given to the author.
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?”