“Hire the best people to make it happen, and bump the lamp.”
Be Our Guest: Perfecting The Art of Customer Service – by the Disney Institute & Theodore Kinni, page 28
I have noticed over the years that due to the nature of your work that when it comes time to filling the void left by a former employee, the knee-jerk response is to “fill the seat” and get on with business. Another tendency is to look for someone with direct travel experience. This is definitely one huge mistake, and in all probability, two huge mistakes.
Even if you are the only employee in your business, it is your employees that make all the difference. (As a one-person company, you are your only employee.) In a “me-too” industry like travel, you and your people are your only differentiation. You must select them wisely, and this often takes time, scrutiny, and some careful evaluation.
As nice as Main Street may appear as you enter Disney’s Theme Park, it is the “cast members” that make the wheels go ‘round. Never forget that it is you and your employees that will give your business longevity.
As for the “bumping of the lamp,” this refers to a Disney story too long to share with you in this article. Suffice it to say it implies that what you do or say after it has all been said and done will position you as the “next” go-to source of travel assistance.
Now that you have tied your next itinerary up in a nice clean bow, what are you going to do next for your client? My suggestion is to Bump the Lamp.
As for hiring people who remind you of you, I ask this question: Would you hire you?
This should get your wheels turning.
Mike presents a business-building webinar on the third Thursday of every month sponsored by AmaWaterways. To receive monthly invitations send Mike an email with the words “business training” in the Subject Box. You will also receive a link to the recorded version.
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