Hi, Everybody, Cheryl Knowlton coming at you with your dynamite idea for the day. Part of building a recession proof business is delivering that absolutely phenomenal, dazzling, customer service experience. Not average, not meh, but something that is truly memorable.
A couple of weeks ago, I had a dazzling customer service experience. I am so excited to tell you about it. I was at Disney World, at the Coronado Springs Resort. It is my favorite place to stay. I met a man for the second time in February, by the name of John Mansini. That sounds like a made-up stage name. But I swear to you, that is his name.
He remembered me
I had met him in January when I was there to do a half marathon. The very first time I met him he was standing in the lobby of the hotel in this beautiful red jacket with a great big Mickey Mouse hand on his hand. He would wave at everybody. He was just a friendly, friendly guy. The first time he met me, I walked in. I was getting ready to do my half marathon the next day. He pointed at me and said, “You are trouble. I can tell.”
That obviously sparked quite the relationship. We got to know each other a little bit. So, when I was back there in February with my best friend Chris—we were there for a conference. I asked him, “Do you remember me?”
He said, “yeah, you are trouble.” I was so impressed that he remembered me from a month earlier. He sees hundreds, literally hundreds of people every single day. We got to talking to him. We talked about his journey with the Disney corporation. He blew my socks off and he blew her socks off.
It was Chris’ first time ever being at Disney World and so he wanted her to have a magical experience. So the first thing he did, was he gave each of us three magic fast passes on our bands.
If you’ve ever been to Disney World you know it’s a little different than at Disney Land, you’ve got your magic band. Gets you into everything. He gave us each three magic fast passes we could use on anything we wanted. It was ridiculous and we were blown away by how fabulous that was. But wait, there’s more.
We found a surprise in our room
We had an amazing day, we come back, we’re a little tired, we’re kind of dragging. It was late in the evening, okay it was almost midnight. Let’s get real, and we come in and my whole bed was filled with balloons and Mickey cupcakes and this huge silver tray that had the castle etched into it. This easel that had Mickey body parts—and a card. I cried.
I mean we all know I cry if paint dries right, but I was so moved by how sensitive and thoughtful he was not just to create a magical experience for her, but to give me something that every single day. When I look at those things in my kitchen, I think of him and the magical experience that he delivered.
What kind of experience are you delivering to your clients? Are you give ho-hum service? That’s not going to get it done, that is not going to be memorable. How are you going to distinguish yourself by giving dazzling customer service? Something to think about and we’ll see ya next time.