It’s well-known that I’m a big Disney dad. I’ve been a fan of their level of customer service and experiences since becoming a father – and honestly am at one of the Disney parks every couple of weeks (thanks to season passes for the family). I want to share with you an article that was initially in Fast Company, and then repurposed for an industry article by Richard Holland of Mobile Productivity, Inc., but first… some background as to why I felt this was worth sharing on DK.
For a long time, I’ve been angered that everyone in our industry continues to spout the words “Create an Apple experience in your dealership” when a visit to the Apple store usually frustrates me opposed to excites me. If dealers were smart, I always believed that they should create a Disney experience. There will only be one Walt Disney – a man that has created a multi-billion dollar, global empire making magic happen for millions of people (maybe billions) through multiple channels, mediums, and segments. Nearly the entire world knows Disney… and it is because of the brand that they’ve developed through years of amazing customer service initiatives, goodwill, positive programming, and for the gratitude they show their consumers.
What does Disney do to separate themselves from all others? They CARE. It’s that simple.
There is a book about the level of 7 customer service initiatives that Disney provides called Disney U: How Disney Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees.
Those 7 Disney Service Guidelines are:
1. Make eye contact and smile
2. Greet and welcome every guest
3. Seek out guest contact
4. Provide immediate service recovery
5. Always display appropriate body language
6. Create dreams and preserve the “magical guest experience”
7. Thanks each and every guest
However, to get a deeper understanding of those this should apply to every single employee at your dealership, check out this great blog from Richard Holland of Mobile Productivity, Inc (MPi) titled Disney Rules That Can Make Your Service Magical.
If you’ve heard the story of the time Disney “made magic” for my family and I, you know how loyal I am to the mouse. I urge you to develop a corporate culture near as profound and positive as Walt has.