Categories
Wrong

The customer service gurus unintentionally lied to us

florida pool
March 31, in the pool three days ago, recording a couple short “business” videos.

The customer service gurus unintentionally lied to us. They didn’t know any better. And this “lie” has been perpetuated since the invention of the “service economy”.

Preparing a TEDx Talk that covers this and solves it too – essentially celebrating a new customer service mantra.

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Categories
Disney Employee Culture book

Exceeding expectations

Disney University exterior
This is where Disney World Cast Members spend their first day, learning the foundational Guest Service architecture.

Exceeding expectations.

This is the key to great customer service.

Yet we measure for CSI – Customer Satisfaction Index.

In healthcare, it’s called Patient Satisfaction.

We measure for satisfaction and we solve with an organization (and personal) aim that is far to low.

And because this is pervasive, it has become the accepted standard.

My mission is to change that standard by radically changing the aim.

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This website is about our BODY. To read today’s post about our SPIRIT, click here.

If you want to stay on this site and read more posts from this Blog, click here.

 

Categories
One Question A Day?

Do you believe in great customer service?

Homeowner's Florida pool
Walked one mile on both sides of an easy 5-mile jog yesterday, for 7.21 miles total.

 

Do you believe in great customer service?

Who answers, “No.”?

Probably no one, right?

Try this visual on for size.

Would we ignore or treat a valued customer poorly?

Let’s pretend our body (our health) is a customer of ours.

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