Be Our Guest: Perfecting The Art of Customer Service – Create the Right Environment For Your “Cast” | TravelResearchOnline

Be Our Guest: Perfecting The Art of Customer Service – Create the Right Environment For Your “Cast”

“You can’t change people. But if you change the environment that the people are in, they will change.”

Be Our Guest: Perfecting The Art of Customer Service – by the Disney Institute & Theodore Kinni, page 107

This quote definitely caught my attention. My first thought was if you hire the right people in the first place, you will not have to change them. The truth is that you will never know if you made the right hiring decision until the candidate has time to prove him/herself over a period of time. (Many people interview well and can fool you).

Click on the book to grab your own copy of "Be Our Guest: Perfecting The Art of Customer Service"

Click on the book to grab your own copy of “Be Our Guest: Perfecting The Art of Customer Service”

The secret is to invite them into an environment of professionalism, fun, growth, teamwork, and at times, understanding and forgiveness. This will allow their true colors to show.

I happen to believe three things about people:

1) Most of them are good citizens and mean well. They want to be liked and appreciated.

2) Most people are inherently lazy. They have fallen into the trap of expecting something for nothing.

3) They all like the sound of applause.

If you give your employees the benefit of the doubt, show ongoing appreciation and applaud them for their good work, chances are they will deliver a solid day’s work time and time again.

 

 

 

 

 


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 mike@mikemarchev.com with the word “cruise” in the subject box.

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