How to create repeatable and reliable customer service like Disney

One way to create reliable, repeatable, consistent services for your customers, is to have good processes that are properly adopted and continuously improved. This should account for about 80% of the work your organisation does. But what about the other 20%?

Well, Disney have this nailed. They've created a working environment where everyone who works at Disney does the right thing spontaneously, every time. The way they've done this is fundamentally simple; they have defined four service standards and prioritised them. These standards guide their staff through a decision-making process for all situations and issues that arise regarding their customers. 

Disney's four service standards are: Safety, Courtesy, Show and Efficiency. All decision making must follow this priority order and should inform all spontaneous decision making.

Let's look at an example 

In Disney, if you are dressed as a Disney princess, say Cinderella, you have to live and breathe that persona. No matter where you are and no matter who you're with, you are, essentially, Cinderella. However, if you see a child running for a lake in the park, the service standards dictate that you should do what is safest first; this is regardless of the fact that kicking off your heels and rugby tackling a small child to the ground is not a very Cinderella thing to do. Safety trumps Courtesy and Show, every time. 

The ordered service standards remove the possibility of conflicting priorities, and gives all staff a clear framework to hang their decision making off.  

Now imagine you had the same at your organisation; a small handful of service standards that were prioritised and proactively used as a decision making framework across your organisation. Your staff would be empowered to make more decisions, your managers can be less involved in the day-to-day delivery of services, and your customers would get a better service.  

So, what would your four be? Would Safety be your number one? 

We can support your organisation to create reliable repeatable services for your customers by improving your processes and helping you create your own prioritised service standards. To get started, email hello@ad-esse.com today.