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The customer experience doesn't just happen

DisneyapologyDrew McLellan is the Top Dog at McLellan Marketing Group

There is not a business in existance today that does not want to deliver an incredible customer experience. And with good reason -- when a customer has an extraordinary interaction with your organization, some pretty cool stuff happens.

  • They spend more money
  • They come back more often
  • They tell other people and generate new customers for you
  • They share their experiences on social media

Here's the rub.  We all want it but very few companies actively train for it.  We tell our employees that we want them to treat our customers well.  We very well might set a good example by demonstrating it in their presence.  

But it's a rare business who regularly and actively teaches excellence when it comes to dealing with your clientele.

We just assume (and we know what that creates) that everyone who works for us magically knows what amazing customer care looks like.  But you are all consumers.  How often do you get that kind of service?  Don't you think the places you frequent (grocery store, restaurants, retail establishments, etc.) want great customer service too?

But just like you -- they assume their people get it.  And from our experiences in their establishments -- we know they do not.

No one gets customer service and business excellence better than Disney.  They get it because they've perfected it and they actively teach it/train it every day.  The picture in this blog post is what was delivered to our room at Walt Disney World because it wasn't ready on time.  Do you think they pulled that out of left field?  No -- it was planned and trained so that when they needed it -- it was easy.

No matter what kind of business you run -- you can deliver that same level of business excellence and it starts with learning Disney's tricks.

Lucky for you -- the folks at ATD (formerly ASTD) are bringing Disney's Approach to Business Excellence workshop right here to Central Iowa on September 16th. It will be taught by Disney Institute cast members and will be an entire day of learning and exploring how you can bring Disney's level of quality to everything you do -- earning Disney-like brand loyalty from your customers.

If you hurry -- you can grab the early bird discount.  And if you use the coupon code MMG (we're helping to sponsor the event) , you can get an additional discount on top of that.

You and your team can learn from the world class Disney organization's playbook. If you want to be a world class organization -- you have to teach your people what that looks like and how you can do it together.

Here's the perfect opportunity to do just that.  I hope to see you there!

 

~ Drew McLellan, Top Dog at McLellan Marketing Group

 

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