Give the customer a voice|
A recovery Story from Disney
by Jackie & Kevin Freiberg
I recently met John Nolan up in Montreal at a SAS User’s Group Conference. John is the vice president of planning at MCI and he told me about an experience at Disney World that made a lasting impression on him. On a go-cart track at Disney, John’s daughter got bumped from behind. While there were no serious injuries, she was apparently a bit shaken. John informed the operator of the ride who immediately escorted John and his family to the general manager of the park. The GM conveyed his dismay and apologized for an incident that obviously impaired the family’s “moment of magic.”
At the end of the day when John and his family got back to their room they found it filled with balloons, stuffed animals and other fun things from Disney. An unexpected, yet pleasant surprise.
John was impressed enough to send a note to the general manager and thanked him for the gesture. Several weeks later the GM wrote back asking John for permission to share his note with all of the park managers at Disney World.
Now Disney did several things worth noting:
Give me (the customer) an opportunity to truly influence you (the service provider and product maker) and you may find that I am more of a fan than I was before the problem occurred. John told me this Disney story and now I am telling you. Word travels fast.
Copyright Jackie & Kevin Freiberg. All Rights Reserved.
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