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Recently, I watched a Disney ‘cast member’ turn people away from a reserved area for 45 minutes without ever using the word “no.” She instead would say, in a very pleasant voice, “This section is reserved but if you go this way (she would clearly point out the area), you will find a good viewing area close to the person wearing the (pick a color) shirt.” She handled this so adeptly that I never once saw a Disney customer walk away upset. Lesson? Offer the customer a solution, not a roadblock.
Disclaimer: Two weeks ago I was treated to a weekend at Disney as a speaker and guest. I have an article coming up early next week about the experience at FastCompany.com and what companies can learn about customer service from the home of the world’s most famous mouse.
Yes, you can!Dayna
Former rock radio diva turned serial entrepreneur Dayna Steele, provides tips, one at a time, with her vast network of friends, family, and followers. ICMI shares Your Daily Success Tip each week.
Dayna Steele is the host of The Rock Business video series and is The Rock Talk featured keynote business speaker. Success takes more than talent. Dayna delivers the principles and introduces the rock stars who prove that theory every day. This rock radio Hall of Famer is also the creator of 101 Ways to Rock Your World book series. Dayna is a professional on LinkedIn, occasionally snarky on Twitter, and has absolutely no filter on Facebook.
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