John DiJulius | Customer Experience Blog


Disney launches Secret Service bands; Restaurant shuts down for Attitude Adjustment
Photo courtesy of Disney

Disney launches new Secret Service wrist bands – How can an amusement park who sees tens of thousands of guest daily, offer personalized service? Leave it to Disney to figure it out. The next time your family visits a Disney park, they may experience Goofy walking up and greeting your child by name. This is just one of the new experiences that Disney is capable of delivering as a result of their new trackable guest wrist bands. Here’s how the “Magic Bands” work: Guests who opt to use the waterproof wristbands, which are embedded with computer chips, can then use those as their park entry tickets, FastPass, hotel room keys and a credit card as well. Photographers can also use the system to link photos with the family account in order to buy and print out any photos of the group, should they choose to do so.

 

Restaurant shuts down for Attitude Adjustment – John Herod, who runs Schlotzsky’s Deli

Photo courtesy of KY3

and Cinnabon in Abilene, Texas, shut the doors for two weeks in late November after he said he noticed a decline in Customer service. He fired some workers and retrained the rest. He informed Customers of the sudden closure with a marquee, prominently noting the need for an “attitude adjustment.” The restaurant re-opened on December 9, after employees were retrained on how to properly clean the premises, prepare food and interact with Customers. 

 

Amazon owns UPS’ shipping problem – One of the most popular quotes we say all the time is “While it is not our fault, it is our problem.” A high volume of holiday packages did not make it to their intended destination until after Christmas, sending angry consumers to social media to vent. However, Amazon.com, who is one of the top Customer service companies in the world, and uses UPS for the majority of their shipping, was proactive with their Customers. Amazon responded with an email to affected Customers offering shipping refunds and $20 gift cards as compensation. 

 

Zappos says goodbye to bosses – The Customer-service obsessed company calls its executives “monkeys,” has staffers ring cowbells to greet guests, and offers new employees cash to quit as a way to test their loyalty. The Las Vegas-based retailer is now going even more radical, introducing a new approach to organizing the company. It will eliminate traditional managers, do away with the typical corporate hierarchy and get rid of job titles, at least internally. The company told employees of the change at a year-end meeting. According to Zappos executives, the move is an effort to keep the 1,500-person company from becoming too rigid, too unwieldy and too bureaucratic as it grows. 

 

Valet attendant puts racial slur on Customer’s ticket – After dining at a restaurant, a Georgia couple was startled and outraged after finding “jungle fever” written on their valet ticket. It was reported that the restaurant immediately fired the Valet attendant. 

 

  

Johnism

 

“In most cases our most recently hired, least trained, lowest-paid employee deals with our Customers the most.”
 

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

Advertisements

3 Comments

Great and current examples of the fact that improving customer experience and uplifting customer service are keys to success in business, and in life.

Comment by Ron Kaufman

Magnificent goods from you, man. I’ve understand your
stuff previous to and you are just too magnificent. I
actually like what you have acquired here, really like what
you are stating and the way in which you say it.
You make it entertaining and you still care for to keep
it sensible. I cant wait to read far more from you.
This is actually a terrific web site.

Comment by handmade jewelry blog

Love the courage of Mr. Herod shutting down the restaurants for the “attitude adjustments.” That type of leadership and inspecting what he expects will only serve the business well upon reopening.

Comment by Steve Yeatts




Comments are closed.



%d bloggers like this: