Lessons on Customer Satisfaction

It’s amazing what you can learn, doing something that is as far removed from your work as possible. I recently spent some time somewhere that I never thought I would find myself. I joined lifelong friends to visit Mickie, Minnie and the gang. I have detested lines for as long as I can remember, and therefore managed, quite strategically, to not visit WDW, in spite of certain family members’ urging. This trip was much more about spending time with friends than visiting WDW. I resigned myself to endure that which WDW presents as “fun”, in exchange for face time.

What I learned during my stay, was going to WDW is a great classroom on customer service 101, on steroids no less. From dawn to dusk, giant multitudes of people are milling about; moving, seeing and doing. WDW cast members (everyone from Mickey & Pluto to the concession stand person are cast members) are responsible for making it all “fun” or at least in my case pleasantly tolerable.

On a large scale they deliver. Yet in at a place where customer service is not just a mantra, they teach seminars on the subject; there are failings that help point out to another business owner that you can’t ever lose focus or overlook smaller details. It was suggested to cut some slack, due to the enormous crowds. I replied that this is the business model they chose to play in, and that is how they should be evaluated.

So I emerged from the magic experience of WDW, somewhat in awe, but also recognizing that customer satisfaction is a constantly renewing target. Every engagement, direct or indirect, has its own customer satisfaction moment. Then it is gone and a new one emerges. You never achieve customer satisfaction, you maintain customer satisfaction. Every customer engagement ends, and a new one begins.

I was asked, and provided feedback to WDW on my satisfaction level. I am curious about how it will be received.

I hope all of PlastiCert’s engagements result in satisfaction, and if not, really hope I hear about them.  It’s the primary means to improvement, and the most important means to staying in business.