At Disney, it doesn’t matter what your job is. We all have the same purpose.
Take care of the guest.
It doesn’t matter if what you are doing for the guest is in your job description.
A culture of customer service doesn’t happen by accident. It has to be part of your culture. It has to be repeated. People have to hear it over and over.
No matter what your job is, your purpose is to take care of the guests.
At Disney, our purpose was to make sure guests have the most fabulous time of their lives, no matter what your job title is.
When all 80,000 cast members at Disney World focuses on this purpose, a guest will have an unbelievable experience when they least expect it.
Imagine someone working in security being able to tell you what the specials are at the restaurant. Something like doesn’t happen. Except it does at Disney. Taking care of the guest is baked into our culture.
Hire the right people. Train them. Explain expectations. Give them examples. And then let them take care of the customers. Hold them accountable. And role model what you want to see from employees.
Customer service is not a department. It is a way of doing business.
What you focus on is what you get.