“Training is useless if it’s not enforced.”
People often ask me how we kept customer service strong when our teams were growing fast. It was simple. I didn’t guess what people needed. I talked to them, listened, then trained for what I knew was coming.
Early in my career, I thought I had all the answers. Eventually I realized the people who really knew what was going on were the customers and the frontline employees. They see the slow service. They notice when nobody looks them in the eye. They know when the check-in process falls apart. Once you start listening to those comments, the training plan builds itself.
At Disney, we trained from anticipated problems. If guests kept saying rooms weren’t ready, we trained the staff on what to do the moment that situation happened. Not just “I’m sorry.” What else can you offer? How do you calm someone down? What solution shows them you’re organized and ready?
That’s the heart of great service: anticipation. We anticipate traffic before driving anywhere. I anticipate emergencies and keep a fire extinguisher long before I need it. Businesses need that same mindset. Every step of the customer journey has potential for something to go wrong, from arrival, check-in, the website, the phone call. When you know that, you build standards and training that keep those problems from happening in the first place.
There’s a big part leaders forget: training only works if you enforce it. You can teach employees everything they need, but if nobody follows up, standards slip. Clarity matters. Expectations matter. Accountability matters.
When I cleaned hotel rooms myself, I thought I did pretty well. Then the housekeeper told me to sit in the bathtub and close the door. From that angle, I could see everything I missed. That’s why you stay close to the work. The people doing the job will show you what excellence really looks like.
If you want world-class service, start training for anticipated problems before they happen. Your customers will tell you what they need, just make sure you are taking the time to listen.
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Notable Moments
[05:32] Anticipating problems is the foundation of training.
[07:31] Enforcement matters just as much as teaching the standard.
[08:58] Customer expectations reveal what training should cover.
[13:31] Frontline experience exposes blind spots leaders miss.
[15:29] Standards create consistency across every location.