The museum sits at the epicenter of Washington D.C. attractions. It houses a world-class collection of cultural property and priceless works of art.
Location: Washington, D.C.
Visitors: 1.7M per year
The gallery consistently received negative responses on visitor comment forms–nearly 70% of all responses mentioned something negative about the visitor experience. This means that the gallery was only exceeding expectations for *30%* of its visitors! We needed a fresh, upbeat, and uplifting approach to redirect the “Big 3” — our people, places, and processes.
The Donnelly Group created Disney-inspired guest service principles adapted for the museum environment and used them to inform new, transformative service training.
From the Gallery:
"The Donnelly Group helped us realize that our team member’s experiences have a direct impact on our visitor’s experience.
The Donnelly Group used classic Disney-inspired guest service training that changed the perspective of our front-line staff (both contract and direct employees) and their managers to focus on visitor experience by adapting Disney guest service principles to work in our museum environment.
Our internal service quality improved, then our external service quality improved. In just eight months, The Donnelly Group completely turned around our visitor comment forms from 70% negative to 70% positive."