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Talking Point: The Disney Institute Blog

An Eye for Detail

February 14, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

Attention to detail can sometimes be an overlooked nuance that some organizations bump down on the list of priorities.

At Disney, attention to detail has become somewhat of an art, stemming from our founder, Walt Disney. From the book Be Our Guest, entire passages talk about this passion, which some could argue is at the summit of company values. “Walt was famous for his eye for detail, and he made sure that everyone paid the same attention that he did.”

It’s this type of astute attention to detail that leads Guests through the recently re-imagineered queue at the Haunted Mansion. Those standing in line can now interact with the queue in ways like never before, including making their own spooky music and solving mysterious riddles. Along the way Guests might even experience a surprise or two that they weren’t expecting.

This kind of creativity is woven throughout Disney culture, and isn’t limited to the parks and resorts. From the hiring process for onboarding Cast Members, to the farewell “Have a Magical Day” that Guests encounter at the end of a phone call, these details cloak important touch points—and indicate a level of care from the Guest standpoint that is unmatched.

It’s that “eye for detail” that can sometimes make all the difference to Guests, and can easily be translated from industry to industry. Take a look around your organization and try to put yourself in the shoes of your customer. Are there areas that could use an extra touch of care? Even implementing a small change can impact your customer in a positive way—consider it an investment in your customer-loyalty program.

Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form




Posted in Quality Service | Tagged Quality Service, Customer Service Skills, Quality Customer Service, Attention to Detail


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