What do you expect?



As a business owner, what do you expect from your customer? As a customer, what do you expect from a business? At some time, we all are a customer of someone.

Thanks to Lee Cockerell, former Executive Vice President of Operations for the Walt Disney World Resort, for today’s post.

Disney has four Guest Expectations:

  1. Make me feel special.
  2. Treat me as an individual.
  3. Respect my children (and me).
  4. Have knowledgeable Cast Members

As a leader, are your employees trained well enough to exceed your customers expectations with these expectations in mind?

After all, it’s how we expect to be treated.

What do you expect?


PS. Lee also has a great iPhone app, Creating Magic. It will give you a daily dose of excellence.


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One Response to What do you expect?

  1. David says:

    Sorry folks. Something happened and today’s post did not load properly. I had to rewrite most of it this morning.

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