“You can brag that you have a 99.5 safety rating on your rides, but what if you're the family member of the point 5% that something bad happens to? That's just not acceptable and therefore, there is no wiggle room.”
Key Moments
01:37 Customer Service Challenges and Safety
03:44 Disney Parks Experiences with Safety
08:42 Handling Safety Concerns and Maintaining Guest Experience
11:14 Importance of Leaders Discussing Safety
Resources
Keep Safety a Priority
There is a delicate balance between prioritizing customer service and maintaining safety in a customer-facing role. As a leader it critical that you stick to safety protocols, even in the face of unrealistic customer expectations. As a frontline worker or manager, it's crucial to have the support of management when enforcing safety policies. No one should be bending the rules for customer satisfaction.
Make safety a non-negotiable priority. This should be the case in any customer-facing industry including hospitality and entertainment. While at Disney, we spent a lot of time creating practical strategies for frontline workers and managers to handle situations where safety is at stake. Safety and well-being of guests was put above all else. If they aren’t safe they aren’t going to have a great time.
Safety isn’t a one-time lesson. People need constant reinforcement of safety practices. Everyone needs reminders. Too often people get comfortable and start to assume that nothing will happen to them. It is the responsibility of leaders to consistently communicate and prioritize safety, reinforcing it as a core value within their organization.
Employees depend on having the support of management in adhering to safety policies. Trust and empowerment ensure that frontline workers have the confidence to enforce safety measures. They want to know that they will be supported by their superiors.
There is a reason that safety is a reoccurring theme in the Main Street Leader newsletter. Regular reminders about safety are crucial. Continuous reinforcement keeps safety at the forefront of everyone's minds while building a culture of responsibility and awareness. Make sure to listen to the full episode for more on prioritizing safety while maintaining exceptional customer service.
If you want to have a safe vacation, then make sure you reach out to Magical Vacation Planners. They will help plan your next vacation, making sure you have all the information needed to stay safe and have fun. You can reach them at 407-442-2694.