Cast; Setting: Process.
Be Our Guest: Perfecting The Art of Customer Service – by the Disney Institute & Theodore Kinni, page 66
The key to Disney’s success has much to do with these three words.
Cast: You must have the right people. They must all be singing from the same song sheet and they must all be highly customer focused. Your cast must be “coachable” and not afraid of failing at times. They must exhibit a sense of humor (to some degree) and it will help if they understand how lucky they are working in an industry like travel.
Setting: The setting is the first thing prospects and clients see, and visual cues are powerful. You may not be able to judge a book by its cover, but you sure as hell can decide if you are going to buy it or not buy it based on its cover.
Your setting may consist of your office or by the clothing you choose to wear out in public. Your car definitely falls under this category… not the type or model, but the cleanliness and organization.
The words you choose to use in your emails, letters, and all written documents speak volumes about your capabilities.
Process: One entrepreneurial trait that is prevalent but not very efficient is the tendency to “wing” things. Since travel is such a detailed-oriented business, it is imperative that each and every element of your business be systematized into a step-by-step process. Only in this way can you be sure that you have dotted all the necessary “i’s” and crossed the “t’s.” You simply cannot afford to let anything fall through the cracks and the one way to prevent this from happening is to turn all of your work into a process.
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.
For information on Mike’s Fourth Annual Training Cruise, email Mike at firstname.lastname@example.org with the word “cruise” in the subject box.