Head Tilt #32: Lessons from Disney #2 of 4 "We don't have bad days."


Anger from Inside Out, as displayed at Angry Dogs hot dog stand in Disney's California Adventure


The entire Disney experience parallels that of a big production. It's all a top-rated show. Disney employees are dubbed cast members. Customers are guests. Things happen on stage (customer-facing) or backstage (in the break room, perhaps-- never in front of the customer). 

Once while bumming around the parks researching, I asked two cast members at Elias & Co, a shop at Disney's California Adventure, how they dealt with bad days. 

They exchanged glances with wide eyes. 👀 

"We don't have bad days," one said with a smile.

What?! Everyone has bad days! 

Except when you work for Disney. 

The standard is set high. Of course, they actually can have bad days, but that happens backstage, never onstage. 

When at work, the customer experience rules the cast member's reality.

If they are doing their jobs well, you'll never hear a Disney cast member

  • complain
  • gossip
  • be rude to guests
  • be rude to each other
The standard is set high, and they reach it nearly every time.*

I think back to my college days as a bartender. I was young and was never taught this standard. My co-workers and I would gather around the cash register and complain, vent and gossip. So what if customers heard?  Whatever. We didn't even notice. Plus, it didn't matter.

But it did matter! 

When the customer comes to you for a service, don't drag them down with your own stuff!

When leading a customer-facing team, Don't assume your team knows what to do. Instead, make customer service standards explicit.

Think of it: 
Would you pay for a glimpse 
into someone else's bad day? 

Probably not. 

Today's lesson:  We all have bad days, and still, the customer doesn't need to know about it (even if they are the ones who caused it).

Make your service expectations clear to all employees.

Put a plan in place that supports your service providers and elevates the customer experience. For example,
  • Give employees a place to "shake it off" or express negativity after challenging situations. 
  • Create a plan for getting back into action when they are thrown off track. 
  • Help your team realize that the way they treat internal customers (their co-workers) is as important as the way they treat external customers. It's a ripple effect.
  • And most importantly, recognize people on your team who model the way of exemplary customer service and positivity.

Make consistency your team's super power. 
Be consistent with EXCELLENCE!


*Note: When I have seen them crackand I have—it really stands out!














Head Tilt #31: Lessons from Disney #1 of 4 Everyone is in on the MAGIC

A quick photo op with Marie and Clarice during Disneyland's Tinkerbell half marathon, several years ago

The day before my birthday in May, I am going to my home away from home, Disneyland. 

I

can

hardly

wait! 

(I get butterflies even thinking about it!)

Yes, I am a big Disney fan. I'm a Disney Nerd. A child at heart. 

But my love of Disney is less about the mouse, and more about the house, i.e, the company.

I love the precision with which Disney consistently executes  INTENTIONAL PERFECTION. 

Through firsthand experience and research, here are service lessons I've learned from visiting Disneyland. 

Everyone who works for Disney is committed to the magic.

Many years ago, I went to Disneyland's City Hall on Main Street, USA. (stop-- it's a thing!) to see if I could get a special note from Mickey Mouse himself for a five-year-old child I tangentially knew who was undergoing a heart transplant. His two siblings had already died from the rare defect. 

The cast member (employee) said that Mickey Mouse was busy conducting the Fantasmic show across the park, and she'd see if you could get someone in touch with him. 

I played along-- sure, I'd wait since Mickey Mouse was busy elsewhere. (Wink! Wink!)

And I did wait... 

on one of the benches for about 15 minutes. 

And then the cast member approached me in the waiting area with a signed hand-written letter from Mickey Mouse-- made out personally to the young boy. 

It didn't matter that I was an adult. It didn't matter that I knew that Mickey Mouse was a shorter, thin human being in a big costume. 

The cast member kept the magic alive. She was committed to the story and the brand. And I've never forgotten it. 

What magic do you keep alive? Is it your company culture? Is it a family tradition? Is it your personal "brand"?


💗  PS: The boy mentioned above is 21 now!  I just heard he has another heart transplant coming up- think happy thoughts for him, please. ðŸ’—

 





Head Tilt #30: We can be heroes just for one day



The song, Heroes, is simply classic David Bowie!

 ðŸ’—

The first, and most repeated, line of the song, is based in reality:  


"We can be heroes just for one day."

The 12th line of the songonly sung onceis where possibility lies: 

"We can be heroes forever and ever." 

Whether you choose to be a HERO for one day or forever and ever, imagine if we all committed to being:

Helpful: We are good a what we do and look for ways to help others.

Empathetic: We care and can see things from another's perspective.

Reliable: We do what we will say we will do. Consistency is our secret weapon. 

Open: We enter situations with an open mind and stay open to feedback.

Imagine the possibilities!

I created the HERO™ service model a few years ago and have been teaching it in my customer service classes ever since. I based it on a lot of research and first-hand experience. 

But what if it wasn't exclusive to service providers? 

What if you were a HERO just for one day?  

or forever and ever? 

What if I was? 

What if we all were? 

Again, 

IMAGINE THE POSSIBILITIES!

Be a HERO. 

I dare you. 😉 


Image by Erika Wittlieb from Pixabay 







Head Tilt #29: Two little words




Hey there coaches, leaders, and kindful (kind + mindful) communicators!  

Today I'm putting two of my favorite empowering phrases in the spotlight:

Not Yet and What's possible. 


1. Not Yet! 
I once visited the home of a well-traveled British neighbor who possesses an unyielding zeal for life, along with a fabulous accent. She took me from room to room, happily answering my queries regarding artifacts that silently served as witnesses to her adventures. Her home was and still is a showcase of a life well-lived. As we passed a framed print from Africa, she asked if I’d been there. 

"No." I said, slightly embarrassed about my lack of world travel. 

“Not Yet!” she enthusiastically added to my reply. I hadn’t been to Africa...yet. 
“Not yet”-- two little words that opened the door of possibility. My neighbor's response of “not yet” added a hopeful dot dot dot to my "no." 

See it in action:

After a few tries my son gets frustrated with his newest archery bow. He sets it aside, discouraged. He can't string it correctly. Not yet! 
My client says she’s not a good speaker. "Not yet!" I counter, letting her know I’ll show her the way.
Every so often I review my bucket list. Sometimes my heart sinks when I see how many places I’ve not visited, how many classes I’ve not taken, how many languages I've not learned, and how many adventures I’ve not experienced. There’s a lot on that list I haven’t done. 

Not yet, that is. With two little words I open the door to possibility while locking out disappointment.


Another favorite phrase of mine is:

2. What’s Possible?
Once while visiting San Francisco years ago, my daughter and her friend explored the Salon Shoe department at Nordstorm while we were waiting for a table in the cafe. 

Knowing I can’t afford to put my big toe in any of those shoes (“not yet!”), it’s a place I usually avoid, but on this day I felt like playing. 

I challenged the girls to find the most expensive pair of shoes they could. 

Much to the sales person’s dismay, the girls giggled as they (carefully) flipped over shoe after shoe, competitively calling out the prices. “$575!” “$750!” 

“Nope, you can do better than that!” I goaded. 
And then they found the Jimmy Choo table. 
It didn’t take them long to work their way up to the top of the display where a silver jewel-encrusted shoe perched above all others. My daughter, Macy, scooped it up and proclaimed, “$1995.00!” 

Really?! She won. We went to check on our table. 

The girls were in awe that people would spend almost $2000.00 on a pair of shoes (which, they concluded, weren’t all that spectacular!). 

I explained that while the three of us might not ever covet a pair of shoes in that price range, they exist to show us what’s possible. Those shoes expand preconceived boundaries and, in their own designer way, proclaim the power of possibility.
For a while after that visit to the City, whenever Macy was discouraged by her own limitations I playfully asked, “Hey, Mac, what’s possible?” 

“Two-thousand dollar shoes!” she'd answer. 

That's my girl! 😉



COACHES
Take this power-question to your clients. Unleash innovation by asking what's possible. I think I actually first heard this phrase when going through coaching training eons ago. 
  • Is your client trying to sort out their career? Ask them what's possible. 
  • Are they trying to hone their circle of influence? Ask them what's possible.


LEADERS
Bring this to brainstorming sessions. Don't get caught up in the reality of whether or not the ideas are feasible; you can judge them later. Start off the session by stoking creativity and asking your team what's possible. Capture the ridiculous and the realistic. Don't censor the ideas, just let them build upon each other. 

Suppose you are brainstorming ideas for how to adapt employee recognition during the pandemic. Ask what's possible and let the ideas fly! For example, 

  • A Doordash subscription and monthly allowance? Sure! Capture that idea! 
  • A personal letter from the CEO? Put it on the list! 
  • A paid day off for the team? Go for it! 
  • A puppy? Why not? 

Remember- brainstorming is about idea generation- there is no commitment needed at this stage. 

KINDFUL COMMUNICATORS
You can use these phrases with friends, family or yourself!
  • Do you have a friend who is stuck? Encourage them to do some blue-sky thinking; ask them what's possible.
  • Is someone trying to figure out how to spend their bonus? Ask them what's possible.
  • Are you trying to decide between two important choices? Consider what's possible with each.
What are some of your favorite power phrases that provide possibility and a positive shift in mindset?


(Please know that the three categories of coaches, leaders, and kindful communicators are not mutually exclusive!)

Jimmy Choo Image by Lubov Lisitsa from Pixabay