Creating an Excellent First Impression

What does real Customer Service Look like?

If anyone every wanted to know what real customer service looks like then you don't have to go far. It's Disney.

I often make reference to them in my blogs and am always wowed at their values and training programmes for their 'cast' members. 

You can always tell a brand is good and that their customer service is going to be at red carpet levels (I think) when the the business elevates their people from the name 'staff' to something special. You just know that you are going to receive amazing customer service because the people inside the organisation feel special. Think 'partners' at John Lewis and 'Ladies and Gentleman' serving ladies and gentlemen at the Ritz-Carlton.

I have never been to Disney but I have heard all about it from Disney fans. I love their service model as shown in this week's image. In fact I use all of these when training people in customer service especially smile, using eye contact, respect and welcome all guests (with their name if your business allows), initiate guest contact (something I was taught at Harrods). So many people lack confidence to go up to people and say hello and initiate conversation. How many times do you go to networking events and people are mainly in twos. People cannot go to networking events without a 'safety mat', all because they don't want to look silly. I think they look silly because they end up talking to the person they know throughout the event rather than working a room. Anyway, this blog is not about networking skills!

I also train people in being helpful (creative service solutions) and always being able to answer with a yes, and only a 'no' if you have another option to give the customer - but have a different solution. 'Please' and 'thank you' are some of the most underused words in the English language and so important in the sale. You can never use them enough as a recent blog of mine stated - whether to customers external and internal - don't forget your colleagues!

When they talk about 'Value the Magic' - what do they mean? Do they mean valuing the magic that children and families come to their parks to enjoy from the fairy tales they have seen on screen? Do they mean valuing the magic of the whole Disney experience or do they mean valuing what excellent customer service can bring which is in essence customer growth and retention which is magic in itself if any business cracks it!

Who knows, but those of us who are not 'cast' members at a Disney resort and  who do not live the 'Disney' magic everyday, I think it's valuing the magic of customer service to give customers a magic experience and one they see on the films. Disney films are escapism, they are enchanting and easy to watch. Should customer service not be so? A chance for a customer to escape from the every day world and be transferred into an easy world of of purchasing which is enjoyable / enchanting ... enchanting enough to make the person spend their hard-earned money!  Because that's what customers want and I say it all the time: they want a helpful, easy and efficient / speedy experience which is positive and proactive by a person that is professional and passionate about the business (magic!).

We need to start thinking about the magic that amazing customer service creates for our businesses and consider ways to make it better and better. As one clever man said, "If you can visualize it, if you can dream it, there is some way to do it."