80% of companies say they give great service... Only 8% of customers say those companies give great service 3 in 5 Americans would try a new brand or company for a better service experience Customer service has gotten so bad that 7 in 10 Americans said they were willing to spend more with companies that they believe provide excellent customer service These statistics are as scary as being stuck on It's A Small World for anything more than a minute. But they do not have to define you and your company. You can create a service powerhouse in your company that your competitors will never copy, they are too lazy and slothful. Trust me, if all companies emulated the service provided at Walt Disney World, Ritz Carlton or Zappos, these companies would not stand out as they do. They know: Customer service is not a department. Customer service is not an afterthought. So what can you do? Where do you start? You start right here. In this little book, you will learn many of the secrets of how Disney creates such magical experiences every day, year after year, decade after decade. This is not theory being spewed by some corporate trainer or human resources person that has never worked a day in operations. (No offense to trainers and HR professionals intended) This book covers the exact strategies that I used when I was a Disney Leader. If you have the dedication and drive, you can implement these same strategies in your business or practice. Essentially, if you serve people, this book is for you. Dentist, Day Care, Carpet Cleaner, Computer Repair, Bank, Hotel, or Plummer, it does not matter. You can be the Disney of your industry. I now conduct intensive interactive 3 day "in-the-parks" workshops designed to reveal the secrets that the Walt Disney Company uses on a daily basis to create happiness for guests and profits for shareholders. You get the exact model (Strategies, Tactics and Workbooks) that I used to manage and design some of Disney's iconic restaurants and attractions that delivered world class service and profitability.
