As many of you probably know, I took my family to Walt Disney World over the past two weeks. We had a BALL! In the middle of all the excitement and relaxation, my business mind was constantly going. I am very observant when it comes to viewing high level operational, organizational and customer service processes. And candidly, I saw a bunch of them:
- When we returned to our room (we stayed on-site) we found the room attended to by our maid, but the TV was left on. How strange! Then we turn to one of the beds and find my son's stuffed character Stitch sitting upright on the bed with the TV remote in his hand. It blew us away and we doubled her tip at the end of our trip.
- Our son had a broken arm (not bad, but it is in a cast) - and during our entire stay, whenever we had an interaction with a Disney cast member (that's what they call them, not employees) they would inquire with my son and then go out of their way to make the situation that much more special. They would give him stickers, or a better table, or faster service.
- The grounds were immaculate. No trash, nothing. They were even replacing old bushes with new grass around the resort walkway. In 100 degree heat. They were also repainting the main convention building even though for the life of me tell where it actually needed painting. It looked fine to me.
- Finally, at the resort's pool, the lifeguards were not only plentiful (9-10 on duty at any one time and this was not a big pool), but when some were on, the others jumped into the pool and got the guests to have a tug of war or a marco polo contest. They were even challenging the guests to volleyball!
Now that is customer service and attention to your clients needs.
What do you do currently that goes above and beyond your current customer service?