Disney’s Service Principles; What Are Yours?


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1. Pay fantastic attention to detail
2. Everything you do walks the talk
3. EveryONE walks the talk
4. Customers are best heard through many ears
5. The competition is anyone the customer compares you with
6. Reward, Recognize and Celebrate
7. Everyone makes a difference or ‘Xvxryonx makxs a diffxrxncx’ (just one defective typewriter key makes a massive difference)

SOURCE: From a friend of mine who runs the business banking division of one of the major banks. He stole the Disney service principles and his people agreed to adopt them as their own. How do yours compare? What do you mean you haven’t got any? Rip these off, adapt them if necessary and ask your service people if they will adopt them as their own. If they don’t fit, ask your people to look at them and come up with their own suggestions then adopt the ones that get the most votes. People buy into it if they made it.

Phil Dourado

Phil Dourado
Author, Speaker, Independent Consultant
Founding editor of Customer Service Management Journal in the United States, and of its companion title, Customer Service Management Journal (now rebranded as Customer Management Magazine) in the United Kingdom. He is the author of The 6 Second Leader (Capstone, John Wiley & Sons, 27). www.PhilDourado.com


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