[2:03 - 2:08] What did you learn about the customer experience at Walt Disney world?

[2:15 - 2:24] The Disney company can take any mundane, boring thing and turn it into an experience. 

[2:58] I call it Disneyfication - creating experiences out of the mundane e.g. answer the phone, send an email, send a package. Why don't you make an experience out of them?

[4:15 - 4:31] We come up with a service map; every interaction with a client or patient. Whether it's marketing at the front desk, a telephone call, etc, every single point is mapped out. 

[16:56] Walt Disney himself called it 'Plus It', which is constant process improvement.

[23:57] If a doctor's front desk person anticipates the doctor is running late, they can provide anticipatory service. When the patient checks in they just say, "Hey we're really sorry. The doctor's running about 10 minutes behind. Let us buy you a cup of coffee" and hand them a $5 gift card for a coffee.

ABOUT VANCE MORRIS

Vance Morris is a former leader at Walt Disney World in Orlando, Florida. He now shows companies how to increase profits, retain clients and engage employees by adapting the strategies he learned in over a decade at Disney. Vance is an international speaker and author of 2 books:

“Systematic Magic: Disnify Any Business or Practice”

Tales From the Customer Service Crypt 

Vance now leads the Deliver Service Now Institute, a consulting and coaching business. 

Contact: https://www.deliverservicenow.com/

ABOUT HOST, NINA SUNDAY CSP

Author of ‘Workplace Wisdom for 9 to thrive; the 12 soft skills everyone needs to know for workplace success', Nina Sunday frequents the speaking stage, presenting on transforming team culture, in-person in Australia/New Zealand, virtually from a professional studio to international audiences.

With a Bachelor of Arts and Diploma in Education, and a graduate of the 3-year program of the Australian Film, TV and Radio School, Nina worked as a Production Manager in television, before founding the training organisation, Brainpower Training Pty Ltd, now leading a team of Facilitators Australia-wide.

Nina is a past chapter president of Professional Speakers Australia, a CSP (Certified Speaking Professional) and twice-certified CVP (Certified Virtual Presenter), which means she can present virtually for any timezone globally.

If Manage Self, Lead Others inspires you, book Nina as a virtual speaker for your conference globally. In person in Australia amid COVID: visit https://ninasunday.com .

Brainpower Training's face-to-face and online workshops in Productivity, Communication, Leadership or Change and will take your team to the next level. Visit: https://www.brainpowertraining.com.au/signature-programs/

Follow Nina Sunday on LinkedIn: https://www.linkedin.com/in/ninasunday/

The Manage Self, Lead Others podcast is mainly for experienced and aspiring managers to explore ways to elevate and transform team culture. Each week, Nina Sunday speaks with key experts from Australia and across the globe who share their insights in self-leadership and leading others.

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