First posted on www.marcvaillancourt.com on July 22, 2009
About year ago now, I spent a week at the “happiest place on earth”, a.k.a Disney World. On our second day there something occurred to me – everyone at Disney is called a “cast member” and in the park you can’t really tell the difference between someone who has supervisory responsibilities and someone who doesn’t. Think about that for second….
No titles – just a simple name badge that says “Tim” and “Somewhere, USA”. I gotta tell you, this is revolutionary – okay, maybe not revolutionary but something worth thinking about.
Take a look at your organization – do titles get in the way of doing the work your organization is called to do. At Disney, only one thing matters – providing the best end-user experience possible and helping visitors celebrate themselves. It doesn’t matter who you speak with – they are focused on giving you all of their attention and making sure that, in that moment, you are the only thing that matters. Sure, it’s part of their job description, but more importantly, it’s part of their culture.
The other amazing thing to me is that no one ever “passes the buck”, at every turn they take ownership of providing that customer the best experience possible. Because everyone is a cast member, it doesn’t matter what job they have. The people from the sanitary department are as mission critical to the people who sell you beverages and souvenirs.
I recall a recent interaction I had with a retail business and was amazed at the response I received to one of my questions – “the person who handles this is on vacation, it’s not my job and I can’t help you.” A response like that would not work at Disney.
What is your organization’s philosophy around customer service? Do titles and job descriptions get in the way of your organization’s ability to provide the best end-user experience possible?
What about you… does your title get in the way? Have you “passed the buck” when dealing with a customer?
My time at Disney was an eye-opening experience for me. Think about it, maybe everything would be easier if I was simply “Marc from Canada” and my only purpose was to add an insane amount of value to any interaction you have with me.
Now that is revolutionary!