Category Archives: Disney Institute

I don’t know

Posted on November 5, 2010 by David

Do you ever have to tell your customers “I don’t know” when they ask you something you don’t know? Hopefully you don’t lie to them. One of the lessons learned as part of my Disney Institute program on Quality Service … Continue reading →

Posted in Answers, Customers for Life, Disney Institute, Excellent, Good Service, Great Service, Question | Comments Off on I don’t know

Good Service vs. Great Service

Posted on October 20, 2010 by David

The Disney Institute recently put out this request on Twitter and Facebook. “In a word or two, reply to tell us what you think distinguishes good service from great service.”Here are some of the responses received from around the world: Great … Continue reading →

Posted in Attention to Detail, Commitment, Disney Institute, Exceed Expectations, Facebook, Good Service, Great Service, Listen, Passion, Respond, Serve, Sincerity, Twitter | 2 Comments

Best Practices – The Disney Institute

Posted on October 16, 2010 by David

The term “best practices” is used quite often when referring to the Disney Institute. Come to think of it, why would you do anything without giving it your best? What started it all? Take a look at this video and … Continue reading →

Posted in Disney Institute, Inspiration, Walt Disney | 4 Comments

TOMA

Posted on October 13, 2010 by David

T.O.M.A. No. Not TOGA. This isn’t a college frat party! T.O.M.A. = Top Of Mind Awareness A fellow blogger and Disney Institute alum recently commented that in her business, a bulk-mail operation in Indiana, she has clients calling her before … Continue reading →

Posted in Brand Loyalty, Disney, Disney Institute, Recognition | 4 Comments

The Perfect Lunch

Posted on September 17, 2010 by David

As part of my Disney Institute course on Quality Service, one of the lessons was devoted to Setting and how it is used as a delivery system within the framework Disney uses for their exceptional service. As one of the … Continue reading →

Posted in Design, Disney Institute, Imperfect, Perception, Perfect, Quality Service, Setting | 8 Comments