With a background in entertainment management at The Walt Disney Company and two advanced degrees to back it, Sean Bliznik, a Content Expert at Disney Institute, knows quality service. Starting out in retail, he learned its importance first hand.
Before his time with The Walt Disney Company he found himself in a front line role that was not a good fit for him. He experienced what many businesses struggle with—maintaining consistent, high-quality service. Deficiencies in the role (as well as in training) taught him about the importance of deliberate service and its role in maintaining efficiency within the organization.
“For many leaders—managing the Guest experience is the world you live in everyday,” Bliznik said, arguing that good service can’t be expected from front line Cast Members if it’s not being demonstrated to them by management. He believes that attitude will trickle down to the front line Cast Members, and then, to the Guest.
Think about your business model and how it does (or does not) facilitate high quality service at each level.
Interested in learning more? Join Sean on Twitter this Thursday, Oct. 4, at noon EDT, for a discussion about quality service and how you can use Disney Best Practices to improve your approach.
Send us your questions for Sean! Just reply below in the Comments section, and we may feature your question during the Twitter Chat on Thursday! Follow @DisneyInstitute on Twitter today, or “like” us on Facebook at facebook.com/DisneyInstitute for more.