A 5-year old girl, Sara, was visiting Disney World with her parents. She loved Peter Pan and was barely able to contain herself as they walked to the Neverland area. It didn't matter that it was sunny, 95 degrees and that the ground was steaming due to the rain earlier in the morning. She would finally get to meet Peter Pan!
Peter Pan was talking with other children and made them laugh and smile. Sara was finally close enough to talk with him when suddenly, he dashed off! As she watched him run away, hot tears steamed down her pink cheeks. Sara was devastated! She sobbed in frustration.
Her parents picked her up and headed across the theme park to their hotel. They thought that with a nap and a little swimming to get cooled off, she would forget about her disappointment and start having fun again. As they walked, a Disney employee stopped them and asked why their little girl was crying. The parents explained what had happened and that they were going back to the hotel. He asked them the little girl's name and what hotel they were staying at.
Less than 10 minutes later they opened the door to their hotel room. Inside was a small basket with a note to Sara.
"Dear Sara, I''m so sorry that I didn't get to meet you early. Captain Hook was being naughty
and I had to go help the Lost Boys and Wendy. I hope you will come back later."
The basket was filled with small treats and a stuffed "Peter Pan". The little girl was delighted and her frustration turned to understanding... OF COURSE Peter Pan had to help Wendy and the Lost Boys! They NEEDED him!
The moral to this story: Disney teaches every employee to all be a customer service reps. When something isn't right, ask questions and then talk to the appropriate person to get it issue resolved. It's all about the "guest" experience.
Think about your business... what do you have in place to improve the experience of your customers or clients? What do you have in place to make the experience for a prospect so wonderful that they become a customer? How and how quickly do you act when a customer has a less-than-wonderful experience? Do you even know what their "experience" with your company is?
Neverland may be fictional, but the service and thought Disney puts into the "guest experience" is legendary. Take 15 minutes and design a quick survey to find out how YOUR customers perceive their experiences with you. Review their responses and make adjustments as necessary.
"Pixie Dust" won't build a sustainable and profitable business. It takes a lot of thought, action, and follow up. By adapting some of the principles of Disney, we can serve more people who need, want, and are willing to buy what we offer.
One problem. One solution. 15 minutes. Done.