Walt Disney's Wisdom:10 Customer Service Lessons

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by Shep Hyken, Forbes.com contributor

happiest place on earth& one of the most amazing companies on earth

Disney gets the guest experience.

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.

And then these families come back.

How does Disney do it? The answer is rather simple:

They focus on their guest. They give their customers a guest

experience that connects emotionally and delivers value, typically far more

value than the price paid.

here are some of my favourite quotes from Walt Disney

himself and some of his characters:

This is a perfect one to start with. One of the most famous Disney quotes,

and great advice for anyone getting into business and anyone who is

trying to solve a customers problem. Making customers happy sometimes

requires creativity.

1. If you can dream it you can do it. Walt Disney

Sometimes a customer has a complaint. Handled well, that Moment of

Misery becomes a Moment of Magic. 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 hadnt happened at all.

2. The flower that blooms in adversity is the most rare and beautiful of all.

The Emperor (Mulan)

The best companies empower their employees to make their own

customer-focused decisions. 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. With the right training and management, youll be

surprised at how quickly youll create an empowered workforce which a

reward worth the effort.

3. Venture outside your comfort zone. The rewards are worth it.

Rapunzel (Tangled)

This is a perfect follow-up quote to the last one. No doubt our employees will make mistakes. Even the painful ones are learning opportunities in

disguise. It is important to embrace the past to help you and your employees grow in the future.

4. Oh yes, the past can hurt. But the way I see it, you can either run from it or learn from it.

Rafiki (The Lion King)

Funny how some of these great quotes belong together. What many

people hang onto is how weve always done it, or worse, a policy manual. Sometimes you have to look beyond how things have always been done. Look for creative solutions to solve

unique (and sometimes not so unique) customer requests or problems.

5. If you focus on what you left behind, you will never be able to see what lies ahead. Now

go up and look around! Gusteau (Ratatouille)

Put yourself in your customers shoes. Show sympathy, empathy and

consideration. It will help strengthen and build a strong

relationship with your customer.

6. A little consideration, a little thought for others, makes all the difference.

Eeyore (Winnie the Pooh)

Attitude is everything. At work, and in life, were faced with

problems every day. And, its the same for our customers. An angry

customer can be turned into a loyal evangelist when the right attitude about their problems is displayed.

7. The problem is not the problem. The problem is your attitude about the problem.

Jack Sparrow (Pirates of the Caribbean)

This may be one of the earliest quotes about innovative thinking, and it came from Cinderella! The

way things have always been done may not always be the best way. Once again Im using that word, empowerment. Empower your

employees to come up with creative solutions to problems. Youll be

amazed at the results.

8. Just because its whats done, doesnt mean its what should be done.

Cinderella (Cinderella)

This is so true. This reminds me of another popular saying that goes

something like this: Find a job you love and youll never work a day in your life. Its been attributed to numerous people, so I cant tell you who specifically said it (Confucius, Marc Anthony, and others), but the essence is that if you enjoy

what you do, its not dreaded, boring, a burden or unexciting. Its something you are enthusiastic about. Its something

you will most likely excel in. Its something you will be proud of.

9. In every job that must be done, there is an element of fun. You find the fun andsnap!the

jobs a game! Mary Poppins (Mary Poppins)

Okay, this really isnt about customer service, but it is one of my favorite Disney quotes, and so well end

with this one. Its a rule to live by, and the message is simple: Do the right thing.

10. Always let your conscience be your guide. The Blue Fairy (Pinocchio)

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Check Shep Hykens full article at Forbes.com http://www.forbes.com/sites/shephyken/2016/01/16/walt-

disneys-wisdom-10-customer-service-lessons/#2715e4857a0b685b3c111859

The author is a Forbes contributor. The opinions expressed are those of the writer.

http://www.forbes.com/sites/shephyken/2016/01/16/walt-disneys-wisdom-10-customer-service-lessons/#2715e4857a0b685b3c111859

Walt Disney's Wisdom:10 Customer Service Lessons

slides designed by

by Shep Hyken, Forbes.com contributor