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The Disney Way - Bill Capodagli Lynn Jackson

The one who comes to your door is never a customer, always a guest, say Bill Capodagli and Lynn Jackson in The Disney Way ( www.tatamcgrawhill.com). “Know your guests, treat them ho nestly and with respect, and they will keep coming; that pretty well sums up what Walt Disney believed,” the authors observe. They bemoan that too many companies seem to consider customers as nothing more than a necessary nuisance. “Oh, they may say otherwise, but they don’t deliver.”

An innovative way to discover if you are doing a good job of pleasing your customers is ‘to test the welcome mat’ by turning your employees into guests, suggest Capodagli and Jackson. They cite the case of Four Seasons Hotels, where new employees ‘are required to spend a weekend at a Four Seasons property to experience five-star service firsthand.’

To companies that are clueless about customer needs, the authors prescribe two things: one, become a customer problem solver, and two, gain customer feedback. Customer perceptions are very powerful and often become reality, watch out! Lessons beyond entertainment.

http://BookPeek.blogspot.com

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