Business Education

Take a Page from the Disney Playbook and Elevate Your Customer Experience

Disney recently held its annual D23 Expo. The entertainment giant boasted several new exciting things for its theme parks, but tucked silently in the fine print were a few unpleasant changes. Among them were amendments to the annual passholder agreement, including the loss of some benefits and restructuring of payment plans, which lowered the down payment but increased the monthly obligation. Needless to say, passholders were not pleased with these changes, yet these have happened many times before. Still, the overall number of passholders has increased, particularly since 2020.

But why? Why would more people opt to spend more year after year? The answer is simple: customer experience. The level and extent of Disney’s guest experience and service are unparalleled in the theme park industry. Sure, Universal has introduced new rides and attractions and even opened a new park. Meanwhile, SeaWorld is now considered one of the best places on the planet for roller coaster enthusiasts. But neither competitor offers exceptional customer service and experience, although all three boast spectacular theming.

Simply put, Disney does customer experience and care like no one else. And small businesses can learn from this strategy to set themselves apart from competitors—even at a time when technology is delivering improvements in leaps and bounds.

How Small Businesses Can Elevate Customer Service in a Tech-Driven Marketplace

However, even though technology continues to reshape how products and services are delivered, it doesn’t improve everything. This means small businesses have an opportunity to distinguish themselves not by competing on scale, but by excelling in customer service. Larger corporations often rely heavily on automation, but small businesses can use their flexibility and personal connections to deliver experiences that keep customers coming back. So, here are a few ways small businesses can strengthen their customer service to stand out:

Personalize the experience. Technology makes it easier than ever to track customer preferences, purchase history, and communication patterns. Small businesses can use these insights to offer personalized recommendations, birthday discounts, or even simple check-ins. Unlike big-box companies, they can add a human touch that makes customers feel genuinely valued.
Blend technology with human interaction. Chatbots, online booking systems, and digital payment options improve efficiency, but they shouldn’t replace human interaction. Customers often appreciate being able to talk to a real person when they have a question or problem. Small businesses can stand out by balancing digital convenience with approachable, accessible staff.
Be proactive, not just reactive. Excellent customer service isn’t just about solving problems—it’s about anticipating them. Regularly asking for feedback, checking in after a purchase, or providing clear updates on orders shows customers that their satisfaction is a priority. Proactive communication builds trust and prevents small issues from becoming big frustrations.
Empower employees to resolve issues. Training employees to listen, empathize, and take initiative goes a long way. When staff members have the authority to resolve customer concerns on the spot—whether that means offering a discount, providing a replacement, or escalating an issue quickly—it demonstrates commitment to service and reduces customer stress.
Build community around your brand. One advantage small businesses have is the ability to form close-knit connections within their local or niche communities. Hosting events, supporting local causes, or creating loyalty programs can help customers feel like they are part of something larger than a transaction. This emotional connection often inspires long-term loyalty.

Additionally, stay consistent because customers expect the same level of care every time they interact with a business. Developing clear service standards, investing in employee training, and regularly reviewing customer feedback help ensure consistency, which is often the key to differentiating between a one-time sale and a repeat customer.

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Successful People Over Come These Big Challenges

May 16, 2017 No Comments

You’ve heard the cliches about you being your own biggest obstacle and starting with the person in the mirror to change course. Although inspirational, these leave something to be desired, and, it’s an important element called action. It’s difficult to take on challenges, especially when it’s your own business. These will be a reality, but, it’s how we act and react that ultimately dictates the outcome. The reason successful people act, or, react in certain ways is because they accept one immutable truth — avoidance does nothing but make situations worse. Oddly enough, just acting without a true purpose or plan, usually delivers the same consequence, which is why Zig Ziglar said many times over, “If you aim at nothing, you will hit it every time.” Successful people not only act and react in a deliberate way, they do so with a goal in mind. Successful People Overcome these Big Challenges The trouble for some entrepreneurs is they let other things get in the way. Let’s be clear, we all have doubts, we all are susceptible to believing the worst, and to give into negative emotions. This is why there are no self-help manuals on how to fail. Failure is something we all do naturally, success is something that’s learned. It’s a combination of experience, judgment, and attitude. When you fail, you ought step into a Thomas Edison mindset, accepting the ultimate answer might be among many failures. Many small businesses are limited in growth by the number of hours they have in the day. They can’t scale their businesses without adding more people or automating existing processes. Automating sales and marketing processes allow small businesses to gain the efficiencies of their bigger counterparts. —The Business Journals Within these examples, we see perseverance, but, even the most resolute can be negatively impacted by various influences. All sorts of pressures can put an entrepreneur under a lot of stress and stress stretches thin clear thinking. It’s how you deal with these that determines if, as a business owner, you will succeed or will fail. In other words, successful entrepreneurs don’t let these challenges hold them back — not even the following: Money. This is perhaps one of the single largest challenges (read: myths) that plague the business world. While money does provide you with resources for options, that doesn’t mean said options are worthwhile. Just ask Facebook, a company valued at about $200 billion with more than a billion users worldwide. Just two years ago, in 2013, the company put a lot of resources (read: money) behind Facebook Home. It debuted with a two-year subscription price of $99. Just two months later, it drop precipitously to a mere $0.99, after consumers put-in their two-cents worth. Having to really think about spending money wisely means having to make informed decisions. Age. The number of years you’ve lived on this planet might be relatively few or relatively long, but, it doesn’t really matter. Notice the word “relatively.” Age is only a number and it doesn’t mean that you’re naive if you’re young or wise if you’re old. Your age doesn’t give people the authority or right, to tell you what you should and should not do. Self doubt. This is a primordial trait, and, one that’s designed to make us approach the unknown with caution. Our primitive ancestors simply didn’t know if something would be harmful or helpful until it was tried. Doubt is healthy because it forces us to take pause but it doesn’t have to be an insurmountable barrier. Use it to your advantage and don’t let it take control. Toxic people. Successful people don’t allow toxic people in their lives. What’s more, they quickly identify such bad personalities and stay clear. The reason some avoid what’s otherwise obvious, is the ability to rationalize certain relationships thinking that the good will outweigh the bad — it won’t. Another big challenge is one that’s very real and direct: the competition. You are nearly assured to see others succeeding in the same industry, even in the same niche. This can certainly be a discouragement, but, doesn’t have to be one. Instead, look at them as an inspiration, if he or she did it, then why can’t you do the same? While you might have different beginnings, talents, and resources, you can use what’s at your disposal to your advantage. Set small measurable goals, achieve each one, and built up success in an incremental, sincere fashion. Want to find out about what a business coach can do for you? [shareaholic app=”follow_buttons” id=”26833294″]

My Best Employee Plans to Leave in the New Year, What can I Do?

December 16, 2021 No Comments

The Great Resignation continues to unfold. At least, that’s what’s it’s been dubbed in the press to describe the phenomenon of a mass departure, largely regarded as due to the global pandemic shutdowns which caused a huge number of workers to rethink their career paths. So, an unprecedented amount of employees are leaving their current (or previous) positions, seeking out other opportunities. Couple this with the impending New Year and it makes for a particularly precarious employment environment. That means it’s quite possible, you’ll find yourself facing the same situation. Fortunately, there are preventative steps you can take to keep your best employee on board. Biggest Mistakes to Avoid Obviously, this will stir a number of negative feelings. You’ll likely feel angry, betrayed, baffled, and perhaps sad. These negative emotions cause people to act out in rash, impulsive ways. So, be sure to keep your emotions in check, which is to say in perspective, proportionate to the reality of the situation. If necessary, take a few minutes to step away from everything and allow yourself time to relax and clear your mind. When your right-hand person or a rising rock star in your business tells you they’re about to leave, it can be an emotional experience, says Rich Reinecke, co-managing partner of business consulting firm Fahrenheit Advisors. ‘It can be very emotional, initially. Sometimes you’re angry. Sometimes you’re scared,’ he says. But what you do next can have serious repercussions for your business. —Fast Company.com If you don’t act in a rational manner, proportionate to the circumstances, you will come unglued and that’s not helpful to anyone. Instead, keep your composure and act in your own best interest so you don’t hurt your chances of keeping your best employee from leaving. After all, he or she made this decision based on a number of factors and there’s probably a good reason why he or she came to this conclusion. 3 Effective Employee Retention Strategies If your best employee tells you that he or she is leaving next year, you obviously don’t have much time to change his or her mind. However, that doesn’t mean their exit is inevitable. You might be able to get him or her to stay. Here are a few effective employee retention strategies you can use: Have a meaningful conversation. Although money usually plays a significant role, more compensation isn’t always the driving force. There are instances when employees make completely lateral moves from one company to another and pay isn’t a factor. Of course, you’ll probably assume he or she will be paid more, but don’t convince yourself that’s the only reason. Take some time to have a one-on-one conversation and listen carefully to what he or she has to say. You might just find out there are other reasons for their decision to go and you can address those issues one by one. Show your sincere appreciation. Perhaps your right hand is choosing to leave because they feel they have hit a ceiling and are stuck. This is a very common rationalization people use in order to convince themselves to leave their current positions. After you’ve spoken with him or her, be sure to take immediate action to show your appreciation. This can include but isn’t limited to: giving them more say about what’s going on, promoting the individual, or offering a few more persuasive perks. Increase his or her financial incentive. obviously, money talks. And, if the main reason he or she is considering leaving, simply offer to match their new compensation package. If this strategy isn’t feasible right now, you can always do things like extra paid time off, or incremental, scheduled pay raises, or even offering more benefits. What other methods would you suggest using to keep a key employee from leaving? Please share your thoughts and experiences so others can benefit from your unique perspective! Interested in learning more about business? Then just visit Waters Business Consulting Group.

Vendor Nightmare? Here are Some Quick Fix Solutions

December 19, 2024 No Comments

The need to find an alternate vendor can suddenly arise in the fast-paced business world. Whether due to a supply chain disruption, quality issues, or a vendor going out of business, quickly securing a reliable replacement is crucial to maintaining operations and avoiding costly delays.