The goal of wanting to provide excellent service is nearly universal—that is, most organizations want to provide excellent service to their customers paid DisneyInstitute
. For example, when employees can see clearly how their particular role fits into “the big picture,” they are more able to not just meet, but exceed customer expectation.Sarah, a cast member in our research division, is tasked with gathering information about our guests as they enter and depart the park.
Yes, this interaction took Sarah away from her primary task of gathering surveys, and it potentially impacted her ability to reach her daily goal. But, the guest was so thrilled at the attention he had received, that he wrote a letter to us thanking Sarah for her time and assistance. The key to this interaction was that Sarah felt empowered to take a few minutes away from her primary task to create a special moment for our guest. Through her training, she understood that,n the service moment, the governing philosophical rule is “purpose overrules task.” It is OK to be off-task if you are on-purpose., Sarah was able to create a big impact on our guest—something they won’t soon forget—and that’s what truly matters.
Think about it…how can you empower your employees to perform the small acts that can have a big impact on your customer experience?
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