The Religion of Empowerment at Disney

Have you ever heard of Disney World’s reputation for exceptional customer service?  Empowerment is a religion there.  Employees are thoroughly trained and then told that they have the authority – it has been delegated to them – to do whatever is necessary to deal with problems on the spot in order to make customers happy.

Disney is aware of four crucial roadblocks that must be removed in order to develop a truly empowered workforce...

Out-Learn Your Competition

Successful people are obsessed with learning.  They out-learn everyone around them.  They’re voracious readers.  Warren Buffet, Bill Gates, Mahatma Gandhi, and Disney CEO Bob Iger read and learn.  They finish newspapers, books, audio books, journals, and magazines like Harvard Business Review, Inc, or Forbes while their not-so-committed peers waste their time on worthless entertainment.

I am a huge promoter of reading and learning.  All the books I have written, all the seminars I give, all the coaching I do is based on learning.  Learning about your industry, learning about yourself, learning about products, learning about your employees and most important, learning about customers.  It’s my passion and has been for the past 40 some years.

Does Good Service Get You Into The Game?

Most firms feel their customer service is good. The question is does that provide customer loyalty and more sales. Is Good Service enough?

How to Pi** Off Your Customers

First let me clarify the value of quality service. I believe that great service retains the customers you already have, attracts more customers, and develops a reputation that encourages customers to do business with you in the future.

What Do You Do When Mistakes Happen?

In the US most firms believe they are really awesome at customer service but, no matter how good you are, problems occur.  Mistakes happen. I find most firms do not realize the danger of losing customers from mistakes and my recent experience reinforces that claim.

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The Foundation of Customer Service
Every one of these tenets is an essential part of high quality customer service. Can your company afford to lose business by missing even one of these basic traits? what's your return on service?

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Bad customer service loses money.
Find out how much money your company has lost due to its poor customer service practices with our "Return On Service" calculator.  what's your return on service?