There are no two people who are exactly alike in the world. Just like snowflakes, each one is unique. They like different things, they respond differently to situations, and they communicate differently. That’s a lot of differents. So, when you get a new client, you have to keep in mind that when you are trying to form a relationship with them.
One of the best examples of a company forming great relationships with new clients and keeping old clients at the same time is Disney. The theme parks are some of the most popular in the world. People come from all over just to get the magical experience they have heard about at Disney. And Disney tries its best to make it magical in every way they can.
Each Disney employee is called a Cast Member. When you first start at the company, you go through several training courses at Disney University. There you are taught about the company, then sent to several other classes more specific to your location where you are taught how to act and the proper way to work in that area. One of the big things taught is how to treat customers.
First off, they are called guests and should not be referred to by any other name. This makes it more personal and lets the guest feel important. They are to be treated with kindness. It is your job to make their experience in whatever area you are working in as magical as possible. Even if this means you have to direct them to a different Cast Member who is better equipped to help them.
What you must always remember is that you could be the high point of their day. A smile and friendly wave could be just what they need to make a difficult day much better. So, as like any business, you need to make sure that you have answered any question a guest may have and you have made all the information you have given them clear so that they can understand it.
Another major thing that makes Disney theme parks a great place for guests is that people love their jobs. They wake up every morning excited to go to work. You may not think it, but customers can tell whether or not you enjoy your job. It is made clear through your attitude. You will never want to do the best that you can at your job if you do not enjoy coming to work everyday. So make sure, for the benefit of yourself and the customer, that you love your job and your line of work as much as these people in the video below.
If you would like to learn more about Disney Cast Members and the standards that they are held to, check out this page from the official Walt Disney Company site.
Last semester, I had the opportunity to participate in an internship at Disney World. It had been ten years since I had last visited and now I was able to go and live part of my dream by working at Disney World. I have loved Disney since I was a young girl and being able to do to the most magical place on Earth and help other families create memories of their own was a dream come true. I had a wonderful time working there. Of course there were problems just like any other place might have, but I got to meet people who were there for the first time. One of my favorite memories is a man and woman who were there with his two young daughters at Disney for the first time. One was dressed as Elsa and the other as Anna, the two princess from the popular movie Frozen. I was working at the cash registers that day and I always kept a small Disney autograph book in my apron pocket for occasions like this. As soon as it was their turn, I greeted the parents, then gasped and greeted the girls calling them by the names of who they were dressed as (like most cast Members always did). As I finished checking them out, I leaned over the counter and asked if I could have the young princesses’ autographs. The girl eagerly agreed and signed my little book before going on their way.
A little over an hour later, the father of the girls comes back through my line. He says, “We have been walking around Magic Kingdom all day meeting princesses, but the girls have not stopped talking about you asking them for their autographs. Thank you so much.” Now those girls have a wonderful and unique memory of their trip to Disney which will make the family much more willing to return in the future. Now of course you cannot make every experience with a customer extremely magical, but if you give them a good memorable experience and excellent service, they are going to be a lot more willing to return.