Spark #6: Think Bigger! Service is Universal

Posted by Mike Donnelly on May 11, 2017

Customer Service, Service Culture, employee engagement

Donnelly Effect delivers 17 in '17: 17 actionable SPARKS to ignite your team for better leadership, customer and employee experience and a better bottom line.

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Last week I traveled internationally and added yet another stamp to my passport. This time, I was lucky enough to spend the week working in Brazil. International travel often lends itself to challenging barriers like language differences or immersing ourselves into traditional cultural norms. But as I relayed my message about the customer experience, one thing became abundantly clear: the power of service is universal.

Service has NO BOUNDS.

Smiles and gestures of common courtesy transcend language and geography. A smile means the same thing in every country and in every language. What’s more, it triggers the same emotions in every heart and mind on the receiving end of such an act.

Think about how a new customer feels when connecting with a business for the first time. That new restaurant may be just around the corner from your usual local hangouts, but walking into unfamiliar territory may feel like touching down in a foreign country. And until the hostess welcomes you with a smile and an offer to help, every aspect — big or small — is wildly unfamiliar.  In this context, every simple service gesture becomes exponentially more important. 

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Why this is EFFECTIVE.

Whether abroad in South America or locally in the states, the importance of fostering a thriving culture with responsible and engaging employees is imperative. This has never been more evident than in the Walt Disney service principals. The most magical place on earth is an international destination for kids both young and “young at heart”. But regardless of your origin, one language is universal — the language of KINDNESS, SMILES, and COURTESY. These minuet, yet persuasive actions are what influence your experience and ultimately the most important decision...your decision to RETURN.

What the Walt Disney corporation has pioneered is not complicated, yet the famous Disney style of service works on all seven continents. I’ve watched from a first-class seat as cast members took simple service principles and maximized their effect.

So, as you begin to diagnose your service culture, think BIGGER. In fact, think INTERNATIONALLY. Are you transcending ALL possible service barriers with your team? A simple change in perspective just may be your ticket home. 
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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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