![]() ![]() It all starts with training your employees to make good decisions, and if they make a bad judgement call, use it as a training opportunity. I challenge those companies to venture outside their comfort zones and give their employees the power – the power to improve the customer experience. Unfortunately, some companies are still reluctant to do so, primarily because they are worried employees may make the wrong decisions. The rewards are worth it." –Rapunzel ( Tangled) – The best companies empower their employees to make their own customer-focused decisions. And, if really handled properly, the customer may even have more confidence about you because of the way you handled the situation than they might have if the problem hadn’t happened at all.ģ. Handled well, that Moment of Misery becomes a Moment of Magic. "The flower that blooms in adversity is the most rare and beautiful of all." –The Emperor ( Mulan) – Sometimes a customer has a complaint. Making customers happy sometimes requires creativity.Ģ. ![]() One of the most famous Disney quotes, and great advice for anyone getting into business – and anyone who is trying to solve a customer’s problem. "If you can dream it you can do it." –Walt Disney – This is a perfect one to start with. So, here are some of my favorites, with some customer service and business lessons tied into them.ġ. Since that time I’ve found a few more that inspired me. I actually wrote a short article with a few famous (and not so famous) quotes from Walt Disney himself and some of his characters. ![]() During the time of Disney’s celebration, I read many articles that included Walt Disney quotations and business philosophies. Amazing how Mickey hasn’t aged a bit, and Snow White looks better than ever. Just last year was Disney’s 60th anniversary. To take creative license from MasterCard’s excellent commercials, a Disney vacation experience is … priceless. They give their “customers” a guest experience that connects emotionally and delivers value, typically far more value than the price paid. How does Disney do it? The answer is rather simple: they focus on their guest. They are so good at what they do that hard working people from all over the world will save their money, sometimes for several years, so that they can take their families on the trip of a lifetime. They are also one of the most expensive places on earth, at least for vacations. Disney is, as mentioned above, the self-proclaimed happiest place on earth. ![]()
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