Leadership Lesson from the Disney Company
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.