Posted by Celia Couture on Tue, Aug 04, 2009 @ 10:32 AM
While I admit I am a Disney fan, I find that they do live by a certain code and set of values that seems to permeate through everything they do. I like the fact that I am referred to as a guest. It makes me feel special, but more importantly it set a certain decorum for how I will be treated by "cast members" in interactions. A few year ago, I took a class with the Disney Institute and we spend a great deal of time understanding Disney's values as a company. We also talked about how they handle "customer service" issues. Their philosophy is fairly simple and straightforward. Service Recovery means it must be "immediate, local and sincere." The definitions for service recovery are equally simple. Immediate means when a guest approaches you with a problem, question or a concern you take immediate action. You may not have the answer, but you ensure that you follow it through and not make the issue someone else's problem. Local means regardless of where the problem exists whether it is with guest check in or a custodial issue, the person maintains the problem and its ultimate solution with YOU. There is no opportunity to transfer the problem to someone else or some other department. Sincere is probably the most important it means that you truly put yourself in the shoes of your guest, empathize with their situation and take action to ensure that the customer feels appreciated. Oftentimes, this is demonstrated in small ways, dessert on the house, a free drink, rainchecks on rides--whatever the cast member can do to make you feel special is ultimately the goal.
I know there are some skeptics out there and Disney is certainly not perfect. I do know that when they "violate" these principles I typically let them know about it. I write a letter both praising and criticising if members of the Disney company don't behave in a way that supports their values or their Service Recovery formula.
I challenge business owners to think about service recovery and what it might mean for you and your company. What would you do differently if your employees adopted Disney's practice? In these difficult economic times, this practice might be a differentiator for you especially as it relates to the competition.
Posted by Celia Couture on Mon, Jun 08, 2009 @ 08:08 PM
How innovative are you in determining who receives what assignments in your work worlds? Do you immediately assume that since a person is high on the organizational chart that they should lead the effort? Sometimes organizations find themselves trapped in this paradigm. Oftentimes, it means that the company has yet to take a "talent inventory." What is a talent inventory--a mechanism to analyze talent versus skills.
One of the best examples I can give is that of Tiger Woods. Many of us have learned the "skills" related to a golf swing, but few of us have Tiger's talent for consistently making golf shots the way he does? Some of us have learned the skills of acting, but few of us become Meryl Streep!
As leaders in our organizations, we have a unique opportunity to take a look at the "talent" pool and ensure that we are providing opportunities for employees to work successfully performing activities or leading activities that promote their talents. Is there someone in your organization that is great with people? If so, should this person be tapped to facilitate a team?
Posted by Celia Couture on Wed, May 27, 2009 @ 04:04 PM
Today at dinner, my eight year old niece created her name, Kate, out of straight pretzels. Her uncle commented that she was very resourceful! Without dropping a beat, she immediately said as eight adults looked at her from across the table..."so where are the clapping hands!" Needless to say, we immediately applauded her efforts. It may actually be the title of my next book--what better way to capture the importance of recognition.
The great quality about children is that they ask for recognition when they do something unique, creative or deserving of notice. As adults, we don't ask and simply expect our leaders or managers to know our preferred method of recognition. To my niece, she associates recognition through applause. As adults, our forms of recognition may become more sophisticated, but they are certainly not less important.
As a manager or a leader, recognition is one of the key components for motivating employees. It demonstrates that you are paying attention and you are rewarding their efforts. Oftentimes, it's simply a "nice job" or a quick note or even an email that just acknowledges the contribution.