So I’m reading through the book Be Our Guest: Perfecting the Art of Customer Service that the Disney institute put out and I read this paragraph last night and couldn’t help but think, “This needs to become my mindset!”
Check it out:
“At Disney, exceeding guest’ expectations is the standard call of duty. If you study the Disney them parks, you can see how that works on myriad occasions each day. It shows up in the willingness of a restaurant hostess to not only provide directions when you are lost but to leave her post to guide you to your destination. It appears at the end of some late-night shopping when the cashier takes time to find out who you are and where you are staying and then recommend the free boat ride back to your hotel and offers a map to the dock. It is this plethora of little wows, many which seem fairly insignificant at the time, on which Quality Service depends. If the little wows are delivered consistently and continuously, they add up to a big wow.”
So many questions and thoughts come to mind when I read this paragraph:
- Do we lead our weekend guest to where they need to go or do we just point them to where they need to go?
- Do we take the time to find out who our weekend guest are?
- Everyone has a story (great video from Chic-fil-a)
- Are we consistent?
- Are our bathrooms consistently clean?
- Are our grounds consistently well kept?
- Are we consistently following out our mission?
- “To set and environment of warmth and acceptance, to help people feel welcomed and wanted, to help people feel like they belong.”
I think we have a lot to learn from an organization like Disneyland when it comes to our approach to 1st impressions in the church.