Comments on: Disney Service Discovery at NACCM Conference http://customersrock.net/2008/11/17/disney-service-discovery-at-naccm-conference/ Focusing on customers, their experiences, and how businesses can make sure their customer experiences rock! Fri, 30 Jul 2010 13:43:57 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Becky Carroll http://customersrock.net/2008/11/17/disney-service-discovery-at-naccm-conference/comment-page-1/#comment-2904 Becky Carroll Tue, 18 Nov 2008 06:40:17 +0000 http://customersrock.net/?p=984#comment-2904 Elizabeth, they have indeed done a good job of figuring out how to make their customer service a repeatable process. The thing that struck me (and other attendees I spoke with) about picking up the trash is how much that seemed to be a part of what Bruce does. He is always looking out to make sure the Disney experience is great - even though it is not his official "job" to pick up trash! He is proud of where he works, and it shows. I think scripts are great, but there needs to be some flexibility. Life can't be scripted. It can be planned, but we have to be willing to make adjustments as we go, then share across the organization where improvements can be made. Thanks for your comment! Elizabeth, they have indeed done a good job of figuring out how to make their customer service a repeatable process. The thing that struck me (and other attendees I spoke with) about picking up the trash is how much that seemed to be a part of what Bruce does. He is always looking out to make sure the Disney experience is great – even though it is not his official “job” to pick up trash! He is proud of where he works, and it shows.

I think scripts are great, but there needs to be some flexibility. Life can’t be scripted. It can be planned, but we have to be willing to make adjustments as we go, then share across the organization where improvements can be made.

Thanks for your comment!

]]> By: Elizabeth Walker http://customersrock.net/2008/11/17/disney-service-discovery-at-naccm-conference/comment-page-1/#comment-2900 Elizabeth Walker Mon, 17 Nov 2008 14:53:07 +0000 http://customersrock.net/?p=984#comment-2900 I too have had the opportunity of hearing the Disney story, and the thing that I admire greatly is that they have totally operationalized their service delivery (well, they are a theme park, after all). What I mean by this is that every employee knows exactly what they are supposed to do, in any situation that arises. Like picking up the trash, the scripts they use to greet visitors, how they behave when in costume...you either agree to do your job their way, or you mutually agree Disney is not the right place for you to be. In the past, this has unfortunately also meant some boundaries that have been perhaps too restrictive and people have had negative things to say about the strict controls. What it does show is that if you want to deliver a great customer experience every time, whether in the park or as a corporate trainer, you create a script and don't deviate from it. This systematic approach to service delivery really works - and takes work, controls, and daily supervision to pull off. I too have had the opportunity of hearing the Disney story, and the thing that I admire greatly is that they have totally operationalized their service delivery (well, they are a theme park, after all).

What I mean by this is that every employee knows exactly what they are supposed to do, in any situation that arises. Like picking up the trash, the scripts they use to greet visitors, how they behave when in costume…you either agree to do your job their way, or you mutually agree Disney is not the right place for you to be.

In the past, this has unfortunately also meant some boundaries that have been perhaps too restrictive and people have had negative things to say about the strict controls.

What it does show is that if you want to deliver a great customer experience every time, whether in the park or as a corporate trainer, you create a script and don’t deviate from it. This systematic approach to service delivery really works – and takes work, controls, and daily supervision to pull off.

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