“You don’t get in trouble for what you know. You get in trouble for what you don’t know.”
Creating excellence is magic, and the secret lies in the details.
From my experience, true magic in any business is when you’re so good, people wonder how you do it. Everyone in the organization strives for excellence rather than settling for average. Whether it’s a seamless customer service experience or a perfectly executed operation, the moments when customer service leaves you smiling are all by design.
The cornerstone of this excellence is feedback. Many businesses shy away from it because facing the truth can be uncomfortable. However, understanding what your customers and employees think is where improvement begins. Ask them what they don’t like. It’s not a criticism. The things they tell you are a guide to improvement. When you’re open to seeing your imperfections, you create a culture of trust and transparency.
At Disney, asking for feedback is essential. We would dig for insight from everyone through countless surveys and interactions. The things they told us helped point us toward opportunities to improve. Feedback also helps confirm and strengthen existing offerings. Ask, listen, and act upon what you hear. Minor adjustments over time can create big improvements to your operation.
There really isn’t a secret to greatness. It comes down to building trust, seeking feedback, and making those incremental changes. Pretty soon, you’ll have your own magic going on, and everyone will be scratching their heads wondering how you pulled it off so smoothly.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
Podcast Notable Moments
02:24 Be Average or Be Excellent
03:59 Empowering Change Through Feedback
07:31 Build Trust By Taking Action
10:37 Honesty Creates Impact
13:46 Cockerell Academy