August 2007

Disney Institute — Service, originally uploaded by royblumenthal.

This pic is the fifth in a set of six visual facilitation pics covering the first day of an intensive seminar series on customer service.

What’s YOUR answer to this common question Disney castmembers face every day of their lives?

‘What time is the 3 o’clock parade?’

Hint: the answer is NOT: ‘Uh… 3 o’clock, you dumbthwuck!’

The answer lies BEHIND the question. What’s the person REALLLLLY asking? So the answer might be something like…

‘Sir, the parade itself starts down in Main Street at 3pm, and that’s about forty minutes away from where we’re standing right now. Are you going to be heading down there, or would you prefer to watch from that juice kiosk over there? When the parade comes round this corner at 3:40pm, you’ll be able to take some of the most impressive photos Disneyland has to offer, because the Magic Palace is directly behind that parade. And, as a bonus, you’ll be in the shade, out of the sun at that time. Does that answer your question?’

This painting was made live during the Disney Institute day of the Service Excellence Emporium 2007 seminar. I’m using ArtRage 2.5 on a Toshiba Tecra M4 tablet pc. No ducks were mutilated in the making of this painting.

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Disney Institute — Culture Creation and Staffing, originally uploaded by royblumenthal.

This pic is the fourth in a set of six visual facilitation pics covering the first day of an intensive seminar series on customer service.

The key insights here are: hire the right people for your organisation (make sure they fit), and, design your culture very carefully and communicate it clearly and unambiguously.

If you treat EVERY employee as if they were valued customers, you’ll be on the right road..

This painting was made live during the Disney Institute day of the Service Excellence Emporium 2007 seminar. I’m using ArtRage 2.5 on a Toshiba Tecra M4 tablet pc. No mice were mutilated in the making of this painting.

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