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Customer Service, Disney Style

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Want to make your staffing firm the happiest (and most successful) one on earth? Inject a little of Disney’s magic into your customer service.

Recently, Becca Searns, a Marketing Support Specialist with Haley Marketing, took a trip to Disney and had a great customer experience in a really unlikely place: a parking garage! Below, she explains how Disney transformed a mundane (and annoying) task into something amazing:

Customer Service, Disney Style

During my last visit to Florida, I was excited to go to Disney Springs, Walt Disney World Resort’s newest dining, shopping and entertainment district. But I wasn’t exactly thrilled with the prospect of hunting for a parking spot, and then waiting for a shuttle (or hoofing it half a mile) to get to the entrance.

When I got there, though, I was floored. Disney Springs went vertical and high-tech with their parking – and made the experience fantastic:

  • They replaced massive lots with multi-level parking garages.
  • They added sensors to every single spot that turn green when the spot is empty (and turn off when the spot is full).
  • Those sensors send real-time feedback to screens located at the entrance to every garage, floor and row, displaying how many spaces are available.

The result? It’s faster and easier to find an empty spot. Your car stays much cooler. And when you’re ready to leave, you never have to wander through an enormous lot, looking for your car. The technology still has a few kinks to be worked out, but Disney has definitely turned an annoying task into a great experience.

What can your staffing firm learn from Becca’s customer service experience?

  • Exceptional customer service can occur anywhere. Who would’ve thought that the mundane experience of parking could be transformed into a service opportunity? If you scrutinize every customer touchpoint, you’ll find dozens of new opportunities to wow clients and candidates.
  • Surprises delight customers. Most people expect to have to endure hassles – whether they’re parking a car or placing a staffing order. When you eliminate those hassles without them even asking, they’re thrilled! Surprising your customers with service improvements can have a big impact.
  • Details matter. Notice how Disney doesn’t display a red light when a parking spot is full? They thought through how customers would interpret the tiniest micro-communication. The little things matter to your customers, too. Combined,  individual interactions and micro-messages define your customers’ total experience.

Each day, find one small or unexpected way to improve a client’s and candidate’s experience with your staffing or recruiting firm.

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