Be Our Guest

Be Our Guest shows you how to take better care of your customers by outlining the philosophy and systems that Disney has for taking care of theirs which have helped it become one of the most successful companies in the world.

The main secret of Disney’s customer service success is it’s Quality Service Compass. And just like a real compass, it has four points to help employees care for guests:

Guestology Quality Standards Delivery Systems Integration

First, let’s talk about guestology. This refers to the science of getting to know customers and is the foundation of the rest of the compass. It involves discovering what guests expect and then making sure employees know this.

For example, Disney paid attention to guests and found the main purposes of a vacation at a theme park for a family. Then, they made sure to fulfill those at all of their parks.

The next compass point is quality standards. Upon finding out what people want, the next best step is to figure out how you’ll deliver it to them, which is what this principle is all about.

There are four main components to quality standards at Disney:

Safety, which involves taking care of guest’s welfare. Courtesy, or caring for guests personably. Show refers to the elements of the environment which guests are in. Efficiency is simply making sure that everything works properly.

Imagine you were a Disney cast member, as they call employees, and you were about to start a show when you notice a lost child. Because safety comes first, you would wait to begin until the child was taken care of.

Disney’s next point on it’s Quality Service Compass encompasses three delivery systems: Employees, who get constant performance training to make sure they can give high-quality service. Setting, which helps ensure that Disney values are followed in each store, theme park, and hotel. Processes to make sure that there are no errors in any part of the customer experience. If you ate in a hotel dining room, for instance, you’d find that that the doorknobs are the same as those from Alice in Wonderland. This is an example of Disney’s commitment to incorporating its values into each setting that guests are in. Trying to reduce stress as much as possible is also important to the company. At one time, it was difficult for guests to find their cars in the massive parking lots after a day of fun. Disney solved this by organizing the order in which the spaces were filled. Employees noted guest’s arrival time so all that customers had to do was remember what time they parked to find their car more easily. The last point of the compass is…