Submitted by: Angelo Scialfa III, President, Fox Run Group
On a visit to a business in New Jersey I found myself wondering why this place felt so different. I sat with the General Manager (GM) in his office for a while and then he took me on a tour of the facility.
While driving around the grounds the GM stopped each time he saw an employee to say hello and compliment them on the work they are doing. Their response reflected the GM’s friendliness, positive attitude and a willingness to work together. Throughout the visit I realized the comments from the GM always led to how they as a team and organization aimed to please the customer. I mentioned this to him and he showed me the wrist band he was wearing. He has handed them to all the employees and it says “What Would Mickey Do?”
If you think of one place that gives all of its customers a good experience, friendly smiles and aims to please its Disney! So he has instructed everyone if they encounter any situation to say to themselves, “What Would Mickey Do?” and then take care of it right away. WOW! This could only lead to happy satisfied customers that will lead to LOYAL customers. Imagine that!
They are successful because everyone, from the top down has the same belief system and attitude at every touch point with the customer. When they engage a customer for better or worse, just ask “What Would Mickey Do?” and handle it.
By empowering the employees to make decisions with the customer in mind will lead to great relations, loyal customers and great word of month advertising.
