Welcome, How are you doing!

How did you feel the last time you were a guest somewhere? In a hotel, restaurant or in somebody’s home? How were you treated? Didn’t it feel nice that somebody asked you if everything was to your liking or if you needed something?

Some of you might know that I worked at Walt Disney World in Orlando Florida. In 2006 I became a real WDW Castmember. So far one of the most influential periods in my life; not only did I enjoy learning about excellent leadership and service creation, I also had the honor to follow “Traditions”.

For every Disney Castmember the word “Traditions” is related to the first day at Disney. Traditions is the introduction of the company, its history, its founder, missions, visions and values. But most of all it is about guest experience.  I will try to tell you more about these topics later on but for now I want to address one very important one.

Every customer, every client, every person that walks into a Disney store or a Disney park, is never addressed in the term of customer. Each and every person that comes in contact with the Disney Company is a guest!  One of the things that a Castmember learns: GREET AND WELCOME EVERY GUEST! A Castmember is there to nurture and to take care of every wish. He or she needs to do everything in his or her power to make the guest leave happy and fulfilled.  This all is taught in Disney Traditions training. Disney is such a successful company in my believe because of the effort they make to train Castmembers and to make them knowledgeable.

What would happen if you would call your customers “guests”? How would you react on them? Notice that when you treat somebody as a guest you treat them differently? You start to become more aware of their needs and you want to take real care of them. It is an immediate paradigm shift that can help you do better business.

START WELCOMING YOUR GUEST!

Take care,

RJ

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