Today, Jody and I evaluate the answer to a recent webinar question. Haden asked, “How do you see technology being integrated with customer service to deliver improvement?”
I will be the first to admit that I have not always been a fan of technology in a customer service environment. First and foremost, it should not be used as a copout for delivering subpar service. That being said, there is a time and a place for it. The key is to use it to serve the customer, not just your interests.
Think through how it can be used to serve your customer. Then ask some critical questions. Does the customer like it? Does it make sense? Does it limit your ability to exceed expectations? Whenever you implement anything new, you need to evaluate a few things. How will the customer respond? How will the employees deal with it? What will it do to the bottom line?
If it checks the boxes and looks like it will enhance the experience, go for it. Do your best to think through and anticipate the impact it will make.
If you want to take a vacation and work with a team that puts your needs first, reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
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Today, Jody and I unpack a question that Jody came up with while looking at our soon-to-be-released Performance Excellence Course in the Cockerell Academy. How do you exceed guest expectations?
This is a question that any company will benefit by asking themselves. And the answer is simple. Get feedback regularly from your guests. Over time, expectations will become clear. The things that guests value will rise to the surface through compliments and complaints. As a company, you must prioritize the most important things first. Take the feedback on what needs to be improved. Enlist your team to work on them by identifying what needs to happen to improve.
Have the nerve to ask the question, and be willing to receive the answer. Be sincere. Watch for trends. Over time, keep chipping away at the issues that come to the forefront. It is getting easier to exceed expectations because so many companies fail to simply meet expectations. Be on top of things. Repeat business is the name of the game. Keeping your guests happy is simply common sense.
Beyond doing surveys, there are some simple ways you can get inside your customer’s head. Monitor social media. It is free market research. People have no problem expressing how companies fail to meet expectations. Be quick, adjust and get back to them. Have your employees keep logs of any complaints received. Be curious. The more you know, the better service you can provide.
If you want to travel with a company that embodies excellence, reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
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Today, Jody and I tackle a listener question that hits close to home. “How do you lead after your leader has been replaced and you were passed over for the role?”
I experienced this exact scenario personally. Momentary disappointment can be the best thing to happen. It can be an opportunity to learn and grow in your current role. If you can be patient and make incremental improvements, you will work yourself into a promotion.
Don’t get too upset over the little things in your career. Maintain your reputation for being responsible and dependable. It is tempting to show your disappointment, but don’t do it. You are playing the long game.
People are watching how you handle the disappointment. Whether you like it or not, people will talk about you and how you handle things. You never know the conversations that are taking place around situations.
If someone gets promoted into a leadership role over you, handle it maturely. Communicate support and be the biggest supporter your new leader has ever had. Everything you say, good or bad, will get back to them. Be professional. Focus on the work, not your disappointment. Disappointment is temporary; invest in your future by staying strong and growing where you are.
If you want to travel, but don’t have the time to invest in making all the arrangements, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
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Today, Jody and I recap our most recent Creating Magic Mastermind hosted at the Element Hotel Sky Lounge at Icon Park in Orlando Florida. So far, this was our best mastermind event to date.
We were honored to have Karl Holz as our guest speaker. Karl and I go way back. Not only has he held many prestigious roles at Disney, I hired him, and it was the best hire I ever made.
One of the big takeaways from Karl's sharing was the importance of never letting your team see you depressed. It may be unrelated to work, but people are watching you, and how you carry yourself communicates security to them. If you do something, be the best you can be at it.
Don’t be afraid to hold out for the right hire. Karl was the 14th person interviewed for his position at Disney, and it was worth the wait.
Another takeaway that became evident from the mastermind is that you never know when the light will come on for someone. You share and put yourself out there, and you never know what interaction or message will be the one to make it click for someone else. Continually learning is key to improvement. Invest in yourself and others. Read, listen to podcasts, and get around the right people. You separate yourself through how you carry yourself and work with others. Maintaining a professional manner and persona will help make room for promotion and advancement.
Every mastermind is wonderful. It is amazing how problems and situations get worked out once you have a room full of varied experiences and differing perspectives. This event was no exception.
If you want to travel, but don’t want to deal with any of the drama or issues that may arise, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
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Today, Jody and I answer a listener question. Our anonymous listener asks, “When gauging employee satisfaction, is it better to focus on the positives or negatives? Do you look at what’s going right or what’s not going right?”
The answer goes beyond what is right or wrong. Get to know your team, and build trust so they will answer honestly either way. You want them to communicate without fear and feel like they can tell you anything. An employee should never have to think about if they should or shouldn’t say something to their boss. Your team doesn’t work for you, they work with you. When everyone is in their spot, the team can function reliably with everyone doing their part. Once you get to this place, people feel secure and look forward to working with you.
Where there is no trust, people withhold information. You are paying people for their opinion and expertise. Cultivate an environment where they can give you what you need. Don’t be afraid to rethink the basics. Be careful and don’t start to view yourself as a big deal. The minute you want to be important, your results are diminished immediately.
If you want to create this type of environment, do it by building comfort and security. Set clear expectations. Invite feedback. Spend time with your team. Let them know what is in it for them and what you need from them to get them there. Openness is the name of the game if you want to have trust.
If you want to work with a team you can trust for satisfaction, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
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