@WaltDisneyWorld: How My Mom Witnessed Customer Service Mastery

April 25, 2012

When's the last time you were blown away by a restaurant experience?

A stack full of pancakes…

A heaping portion of hash browns…

A delectable blueberry muffin that crumbles perfectly…

Millions don’t take a second to consider these ideal breakfast choices.

My Mom, however, can’t even go near these delicious concoctions.

A few years ago, she was diagnosed with Celiac disease. Within days, she had to dramatically affect her eating habits – and her life.

Mom’s kept an indefatigable spirit throughout this change in her life. She’s connected with peers in the same situation and adjusted to this new way of eating and drinking. I can’t speak for her, but, I know it hasn’t been easy to undergo such a forced transformation.

Thankfully, there are a growing number of restaurants that are catering to people with these restrictions. Outback Steakhouse, Panera Bread, Carrabbas, Chili’s, PF Chang’s are some locales that present options for those with dietary restrictions.

When I dine with my Mom, here’s a typical conversation between us and the waitstaff:

Waiter: “Can I take your order?”

Mom: “Yes, hello. I can’t eat anything that contains gluten. Do you have a menu that lists gluten-free options?

Waiter: “Hmm. I think we have a menu somewhere. Hold on.”

The waiter usually returns with a menu that looks as if it’s been unearthed from an ancient tomb. Yellowed and crumpled; it’s barely legible.

Yet, sometimes, establishments go to extraordinary levels to make people with special dietary needs feel welcome.

On my parents’ recent visit to Walt Disney World, they dined out 4 times. Each time, when my Mom posed the question about gluten-free foods, the wait staff member responded: “Yes, we do. Let me go get the chef. He can recommend a few options for you.” The chef arrived eager to please and grateful for the opportunity to serve.

Which option would you prefer?

  1. You get handed a dusty, moldy menu with faded writing by an inattentive, clueless member of the wait staff.
  2. You get a personal visit from the head chef with recommendations that meet your specific needs.

Every marketer should spend a few days at Walt Disney World and just listen. Listen to how the employees treat the customers. Listen to how staffers treat and WOW people with special needs. Listen to how accommodating the workers are when a customer poses a problem.

This is true service. What is your business doing to meet the customer at his problem with a solution at the ready?

Until next time,

Dan Naden

Leave a Comment » | breakfast, customer experience, Customer Service, Disney, marketing, Panera Bread, restaurants, Uncategorized | Tagged: , , , , | Permalink
Posted by Dan Naden

The big question: How’s business going?

March 14, 2012

I make it a point to pose the following question to an unsuspecting waiter, hostess, cook, or ‘owner-looking’ person:

How’s business going?

The question freezes most in their tracks.  I guess they are so accustomed to hearing complaints and groans from customers that a genuine question is startling.  This is a departure from the standard fare: “The weather sure is warm today.”

When 'THE' question is asked, how will you respond?

Typical responses:

“Oh, fine. I guess.”

“We’ve been fairly steady. I think it’ll pick up later.”

“It’s a little slow now, but I am hopeful.”

“Great. We’ve been steady all day.”

“Oh, I don’t know. You’ll have to ask the manager.”

If you’re a manager, owner of an establishment, what’s your coaching to employees about how to answer this question?

Should you lie and say “everything’s rosy” all the time?

Should you give your honest assessment?

Should you gently smile and say the first thing that comes to mind?

I believe an employee should be honest, but sprinkle in some optimism.

For example, if the first person to walk into your establishment for the day asks the question: “How’s business?”

Don’t respond: “It’s been very slow. You are the first person to visit us today.”

Try: “We expect great things today; we have some great specials available on some of our most popular products. What brought you in our store today?”

Immediately, the employee has engaged with the customer and starts to understand his needs while introducing some of the fantastic offers available. This friendly tone won’t seem fake or pushy. The customer ‘should’ see this as warm, genuine conversation from someone who has his best interests at heart. In a world that’s sometimes too cynical and sarcastic, you’ll stand out with a fresh dose of optimism and enthusiasm.

Until next time,

Dan Naden

Leave a Comment » | advertising, community, convenience stores, customer experience, Customer Service, marketing, shopping, user experience, welcome | Tagged: , , , | Permalink
Posted by Dan Naden

@Disney: 3 ways to turn your wait in line into a world of wonderment

February 1, 2012

Waiting in line for something thrilling is sometimes difficult.

Your mind races with excitement in anticipation of what’s next.

  • The movie premiere that you’ve been longing to see is now just 30 minutes away.
  • The newest version of the iPhone that you can’t live without just went on-sale and you are nearly to the front of the line.
  • The clock on your oven counts down 5,4,3,2,1 signaling that your juicy, succulent Thanksgiving turkey is about ready.

As I recently stood in line to ride the much-hyped Disney World coaster, Expedition Everest, “The Waiting”, a familiar song from a Florida native son, Tom Petty bounced through my head:

“The waiting is the hardest part
Every day you get one more yard
You take it on faith, you take it to the heart
The waiting is the hardest part.”

Waiting in line is time-consuming at Disney, although not nearly as bad as expected when I saw the immense group of visitors. The crowds were heavy during our stay, yet, surprisingly, we never waited for more than 30 minutes for a ride – sometimes even without a Fast Pass.

The Alphabet of Fun should start with D for Disney.

The wait for Expedition Everest was one of the longer ones, yet once immersed within the world of Yeti footprints, Himalayan explorers and snow-capped peaks time seems to melt away. You find yourself pondering the existence of the Yeti instead of searching for a clock, which you’ll be hard-pressed to find at Disney World.

@Disney: Why not try these ideas to make wait times seem even shorter and thrill the customer in the process?

  1. Can characters entertain the guests as they wait in line? The youngsters might want to frolic with Donald Duck and Mickey Mouse, but I am thinking more characters that are true to the theme. How about a pirate mingling with the line as they wait for the Pirates of the Caribbean? Or a bearded explorer in search of the Yeti for the masses waiting for Expedition Everest?
  2. I realize I am biased living in Austin, Texas, the live musical capital of the world, but can Disney World weave music into the experience of waiting? The Pirates of the Caribbean already has an entire movie soundtrack guaranteed to make everyone say, “AARRRGGGGHHH.” Music over the loudspeaker could add ambiance, but imagine the impact of a live band playing imposing ‘pirate music.’
  3. Surprise customers that had to wait the longest for a ride on Space Mountain with a Fast Pass to another great ride at the resort. You’ll turn a happy customer into a Disney evangelist.

The customer service of Disney is legendary in concept and execution. Despite the lines, I’ll still wait for the rides and shows at Disney World. The thrills that await are unforgettable. Perhaps trying a few new customer experience angles will even enhance its excellence.

Until next time,

Dan Naden

Leave a Comment » | community, Connection, customer experience, Customer Service, Disney, family, Kid-friendly | Tagged: , , , , , , | Permalink
Posted by Dan Naden

@Hertz: The Virtual Agent Lightens the Pain of Waiting

January 16, 2012

I’ll admit it; I hate waiting.

I try to be patient, yet I am spoiled by the immediacy of everything.

When the train gates fall and bring my car to a standstill, I sigh.

When all lines at the grocery store look like a LA freeway, smoke drifts out my ears.

Before you join the masses on the road, wouldn't it great if you didn't have to wait?

When the number at the deli counter is 14 and I am number 36, I silently groan.

The Hertz Rental Car place in Atlanta, Georgia was a busy place a few weeks ago.

As I strolled up to the counter, the line was interminable; tense business professionals attempted to pass the time stuck in their smartphones.

I glanced to the left and noticed a bank of open monitors.

Simultaneously, a friendly young lady invited me to meet a virtual agent by guiding to an open computer.

“It will be much shorter than waiting in this long line,” she said.

I was a bit skeptical that I appeared to be the first taker (sucker!), but I was intrigued to test-drive the process.

“What’s your name, sir,” the smiling Hertz representative asked.

“Dan,” I responded.

“Dan, I’d like you to meet Mary. Mary will take care of you this morning.”

As the friendly young lady stepped away from the monitor, the smiling Mary appeared on the screen and began to quickly, courteously, effortlessly find me an affordable vehicle for my stay in Atlanta. The entire process probably took 2 minutes less than a face-to-face exchange – that’s efficiency.

I was impressed by how Hertz made the ‘impersonal’ exchange via computer very personal. Think Skype with a smile.

If the metrics make sense, other service industries (airports, ticket counters, car service stations) should seriously consider virtual agents to alleviate longer lines, harried travelers.

I may still dislike waiting, yet Hertz serves up a smidgen of joy while you wait.

Until next time,

Dan Naden

1 Comment | customer experience, Customer Service, knowing your customers, marketing | Tagged: , , , , | Permalink
Posted by Dan Naden

Sea World presents a charming day…with a catch

January 4, 2012

I am surrounded by Cookie Monster, Elmo and Bert, as they dance to a catchy tune about letters and numbers. For a moment, I think about throwing caution to the wind and join in the two step. The furry creatures that taught me the ABCs are now paving the path for the next generation and I can’t really control myself.

The smiles on our children’s faces are as wide as Texas.

The live shows were a dazzling display of beauty and strength.

Recently, the family spent a spectacular day at Sea World San Antonio on a mild late summer day. The sun beat loud and proud on that day.

This treasured day, however, almost didn’t happen.

Our plan was simple:

-Open the doors to the park at 10am.

-Stay until exhaustion beat us down.

 The skies on that particular Saturday morning, however, were hostile. Drizzle and fog dampened all spirits. The previous night’s rain, thunder and lightning displays were legendary.

After a few hours of wishing, hoping, praying that the rain would stop, we caught a break.

The skies lightened just enough to let us into the park around noon.

Despite our late start, we were ambitious about our pursuit of trying every ride, coaster, game that was available at Sea World San Antonio. With the park featuring Halloween hours and events (until 10pm), we believed that we had plenty of time to ‘give it a go’.

We petted the sting rays, bobbed and weaved on the Shamu Express roller coaster, laughed on the merry-go-round, and marveled at the artistry and acrobatics of Azul. Azul was a major departure from your typical dolphin show. Talented professionals swam, dove, climbed, soared against a majestic backdrop of light, color, sound.  Unbelievable.

Even I tested his nerves on the jaw-dropping Steel Eel. As I made the slow, methodical incline prior to the ride’s steepest drop, I wondered, “Why am I doing this?” When it was over, I was ready to do it again!

Then, unexpectedly at 5pm, we heard this over the park’s loudspeaker:

“Attention please; because of inclement weather earlier in the day, the park will be closing at 6pm today. All Hallowscream activities are cancelled for tonight.”

The words: “What?”, “Huh?” could be heard reverberating around the park.

This was a surprise in the worst way.

I realize weather plays a significant role in the unpredictable schedules of most of these amusements parks, yet we wouldn’t have made the decision to enter the park around noon (at full price!) if we knew the day was only six hours long instead of ten hours. With the sky clearing, it didn’t cross our mind that the park would close early.

Most likely, we’ll return to Six Flags San Antonio for some stupendous fun. This bout of unfortunate, nearly unfathomable, news probably put a frown on the furry faces of Cookie Monster, Elmo and Bert as well as on the faces of the Austin visitors.

Until next time,

Dan Naden

1 Comment | advertising, Atmosphere. Customer Service, Communication, community, customer experience, Customer Service, knowing your customers, marketing to kids, Texas | Tagged: , , , , | Permalink
Posted by Dan Naden

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