If you’ve ever visited any Disney theme park across the globe, you may think nobody does customer service and experience like Disney. Although the execution is complex, the baseline concepts are quite simple.
In this episode, Pete Blank shares customer-service strategies from Disney with Victoria and Mark, and shows you how to apply these lessons to your remodeling company to boost your own team’s customer-service performance.
Pete has been developing leaders and improving service levels of organizations for the past 25 years — 13 of those with the Walt Disney Co. and the past 12 in local government. He loves inspiring others with ways to enhance their organizational culture. You can learn more about Pete Blank at his website: www.peteblank.com, or on his LinkedIn page.
Growing up near Disney World in Orlando, Pete says he knew he always wanted to work there. After a few years as a sportscaster in Alabama, Pete went to Florida and began working at Disney World. He and his wife and family moved back to Alabama and he got what he saw as a temporary job in local government, where he still uses those customer-service strategies. The biggest challenges to providing outstanding customer service and experiences are speed and expectations. Technology has changed the speed and convenience with which goods and services can be delivered. You have to align your clients’ expectations with what you can actually deliver. Pete talks about how you and your team can consistently offer the best service possible, including:
- The difference between customer service and customer experience
- How social media amplifies all experiences —good and bad
- Making customer service part of you mission statement
- Looking for what “above and beyond” looks like in the future
- Making the experience consistent
- How emotional connections create relationships
- Bringing creativity to customer experiences
- How to measure your customer-service success
- The power of follow-up surveys
- And more …
Pete says remodeling can emulate the magical experiences of Disney — your clients are choosing to transform their spaces, and helping them through that can be a transforming experience for their homes and their lives.