May 10, 2012 by Bruce Jones, Programming Director, Disney Institute
One of the little “wows” we like to surprise our Guests with is resolving a problem before they have to ask for help. We take the time and effort to study what our Guests need and want, along with their emotions and stereotypes. For instance, our Cast Members often recognize when a Guest is lost or looking for a restroom and know to approach him/her for help before he/she even has to ask.
Hire individuals that take an interest in others and genuinely care about making a difference. If you hire for attitude and train for aptitude, you are on your way to creating something special for all of your Guests.
What can your organization do to better anticipate and respond to Guest needs?
Posted in Quality Service
Tagged Quality Service, Anticipating Guest Needs