feelings Posts

Getting Direction from The Disney Guest Service Philosophy

Walt Disney loved compasses. And when he designed Disneyland, they put one in front of Sleeping Beauty Castle.

You’ll find what’s called the “Compass Rose” in front of the walking area in front of and in back of Sleeping Beauty Castle. And the compass  figures very prominently in the Disney philosophy of customer service.

The compass figures prominently into the Disney philosophy of customer service ("Guestology")

The four points of The Disney Compass describes how to treat people in area of study that Disney calls Guestology,

They are:

N – Needs
W – Wants
S – Stereotypes
E – Emotions

Stop and think about how you can be a better leader by using just these 4 guidelines.

So let;s break this down:

When we discuss people’s needs, we’re talking about the basics.  People NEED water to survive..

Wants are needs kicked up a notch.  You need water, but you really WANT to drink expensive bottled water.  Even though water from the tap is just as life sustaining, the bottled water just tastes “better”.

Stereotypes require you to overcome negative impressions a person might have.  Funny thing about some bottled waters, because of a SMALL health scare several years ago, many people refuse a certain type of bottled water.

Finally, emotions are often more powerful than logic when it comes to many decisions. One way to use this is to connect with people’s emotions and feelings.  Ask someone what type of bottled water they drink and then ask them why the don’t drink any other type and more often than not, you are going to get a very emotional response.

We can always look to Disney to find great ways be better leaders, and with the Disney Compass, we can all serve and lead our teams, and ourselves, to magical heights!

BONUS!!

With all that in mind, here’s seven more big ideas from seven rather small guys that will enable all of us to serve and lead at the highest level possible.

1. Be Happy…always make eye contact and smile!

2. Be like Sneezy…greet and welcome each and every person. Spread the spirit of Hospitality…it’s contagious!

3. Don’t be Bashful…ask that person questions about them, don’t focus on yourself.

4. Be like Doc…provide immediate service when asked.

5. Don’t be Grumpy…always display appropriate body language at all times.

6. Be like Sleepy…create dreams and help others see the magic around them.

7. Don’t be Dopey…always be grateful and generous!

Keep those seven principles in mind and you’re sure to dwarf the competition.

7dwarfs23

Source

Are We Too Critical?

La condition humaine au 21ème siècle NYC.andre via Compfight

I recently saw a documentary about heckling and criticism that made an incredible impact on me and I really started to think about how critical our society has become.  It also reminded me that I need to be more aware of how I talk to people and express my opinions.

When I saw this movie, I was reminded about many of the conversations that I have had with other people and how poorly I communicated my criticism of their work/ideas.  I am not proud of those moments, and looking back with 20/20 vision, I would like to think that I would handle them differently.  But I still make those mistakes from time to time.  I think we all do.

I think that we all have the capacity to forget that the people BEHIND the avatars online or the movies and books we read have emotions.  When the need arises and we have to criticize someone’s work, we can forget that there is a fine line between giving our opinions and crushing someone’s feelings.

Check out this trailer for Heckler (available on Netflix - affiliate link)

I know that are going to be times when you have to provide your opinion on an idea or piece of work, and you should always be honest, but honest criticism does not always have to be harsh or negative.  Any criticism you give should always be tempered with the other person’s emotions in mind.

Simple Solution to Provide Criticism of Someone’s Work / Ideas

1. Always Provide Honest and Direct Feedback

2. Your Feedback Should Also Include Suggestions to Make Improvements

3.  Before and After Your Speak…LISTEN to What the Other Person Has to Say

4.  Follow Up Afterwards to Provides Support and Encouragement

I know that all this MAY sound a little Politically Correct, but if it’s all about relationships we have to work at communicating or dislikes as easily as our likes…and not steamroll over people’s feelings in the process.

Are We TOO Critical?

From Twitter and Facebook to Blogs and Websites, the Internet has allowed millions of people the opportunity to become self-proclaimed critics.  And all too often, to seek polarity and page hits, their reviews go negative.  But it doesn’t have to be this way.

I have a friend, Lou, he is a blogger and he is one of the most positive people I know! His posts are positive, his podcasts are positive and his tweets are positive.  It’s just how he chooses to live.  Even when someone wrongs him, he stays positive.  Trust me on that one…

Our culture THRIVES on negativity.  Listen to the political pundits (on BOTH sides) during the last Presidential Campaign.  When was the last time you heard one of them say “I think that the only way this candidate can win is to go POSITIVE?”

Negativity is everywhere: newspapers, magazines, blog posts, tweets, updates… We have become a harsh society.  Because it’s so easy to be this way.  It takes a lot of work to stay positive and communicate with grace and poise.

It may sound old fashioned, but the Golden Rule still applies…  Treat others as you would like to be treated.  From the living room to the board room, it’s still the best advice around!

It’s Time to Step Back and Think

I think we should all take a few minutes and self-evaluate the conversations we are having and try to find ways to improve the WAY we communicate to our friends, families, and co-workers.

If our culture is to blame for all this negativity…it’s time to change the culture.  We are responsible for the words we say and the way in which we speak.  It’s time to take back the our culture and change the way we communicate.

We must choose to be positive.  I am tired of the negative talk…  It’s all up to us…. Will you join me?

What’s the most negative this you have ever seen or read?

How to be a Communication Superstar

October 6th 2008 - Rock 'N' Roll Ain't Pretty

Stephen Poff via Compfight

You don’t have to have amazing speaking skills to be easily understood.  You just need to practice these simple rules and soon, you will be a communicating like a pro!