CONTRACT VS. CAREER EMPLOYEES: GUESTS DON'T CARE [VIDEO]

Posted by Mike Donnelly on August 19, 2019

Customer Service, Leadership, Disney Service, Business Strategy, Employee Experience, effective leadership, WORK HAPPY

When it comes to who is serving them, your guests don’t know (and frankly, don’t care) whether that person is a contract employee or a career employee. They simply expect ASSISTANCE … from whomever is there to offer it. 

Guests make assessments of their experience based on the people, the place, and the processes they encounter. But it’s often the people aspect of the visitor experience that outweighs the place and process. 

This suggests that the notion of “who works for who” is primarily fostered within your organization rather that outside of it. Succumbing to -- or worse, ignoring -- this mentality can be detrimental for everyone in your organization. It’s more likely that these feelings of separation and/or disconnect will permeate through to the visitor experience if you don’t merge these groups from the beginning. 

It’s important to align contractor training with full-time career employee training to bridge this potential gap and encourage a seamless, consistent visitor experience. 

The video below outlines three strategies you can use when entering your organization into a contractor relationship. Try leveraging these contractor onboarding and training strategies to foster an inclusive and generous workplace. 


Service Training for Contract Employees | Donnelly Effect


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ABOUT MIKE DONNELLY: With over 20 years of Disney leadership experience, Mike Donnelly, Chief Experience Officer (CEO) of Donnelly Effect shares his insights on Talent Selection and HiringEmployee OnboardingCustomer ExperienceService Culture and Leadership-among others. Donnelly Effect is home of the exclusive "World-Class Workshop" series and offers consulting services and keynote addresses to audiences of all sizes and industries. Since 2007, Mike Donnelly has been a contracted Disney Institute Facilitator, delivering Disney customer service training to audiences across the United States. 

 

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Customer experience directly affects a consumers intent to return and intent to refer: It is the lifeline and sustainability of your organization.  LEARN MORE

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