In June our entire family… our kids, grandkids and Patty and I went to Hawaii. For part of the trip, we stayed at Disney’s Aulani Resort on the island of Oahu.
When I owned American Retail Supply we had a distribution center in Honolulu so I had a bunch of Hawaiian Airlines miles saved up. Enough for all seven of us. Yeah!!!
Our granddaughter Whitney had a very loose front tooth and when she bit into here shave ice (like a snow cone), out it came.
Jen, Whitney’s mom, went to the Shave Ice counter and asked for a napkin mentioning that Whitney had lost her tooth.
The cast member at the counter exclaimed, “Oh My Gosh, did you know Tinker Bell and The Tooth Fairy are friends? With a wink of her eye, she told Jen to go to the concierge desk and let them know Whitney lost her tooth and they would make sure Tinker Bell told The Tooth Fairy.
Jen and Whitney went to the concierge desk to get Whitney’s Lost Tooth Certificate and make sure The Tooth Fairy knew Whitney was at Aulani.
And then surprise, surprise, not only did Whitney get her normal fifty cent piece from the Tooth Fairy under her pillow, she got a special pin from Tink.
Bet she’ll tell all her friends, likely keep forever, and tell her children! When it comes to getting Guests back Disney doesn’t just think about current Guests, they think generationally.
Disney doesn’t miss a step in finding ways to WOW their Guests! Sure, their demographic guarantees that they’ll have more lost teeth than most places, but they can’t have that many.
This front line Disney Cast Member didn’t miss a beat in tell Jen to visit the concierge desk. That doesn’t just come about. It’s trained. Be sure that you’re training your team to WOW your customer, client, member or patients.
Share this story with your team and ask if they have ideas for WOWING your customers.
This article is example of the content in The Team Member (Employee) Newsletter I provide my Inner Circle clients.
Do you think your team members would remember to WOW your customers, clients, patients or members if they got weekly reminders like this?
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