John's "Magic Minute"

As a former Disney Leader and known throughout the Globe as "America's Best Customer Experience Coach" John shares his incredible experiences and 25 plus years of proven success strategies to help your organization create a "Magical Customer Experience" and Disney-like Culture. Learn best practices you can share with your team and apply right away to increase your market profile, beat out your competition, wow your customers, increase employee loyalty and lead an effective team to be more successful in your industry today!

Last Impressions Are Magical!

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What causes your customers, clients, members, guests or patients to want to continue to do business with you? What do you do that sticks out in their minds and makes them want to come back and see you, contact you again or continue to give you their money? How do you want your customers to feel after they have had contact with you either in person or over the phone? What do you want them to say about you and how do you want them to describe their experience? Just as first impressions are memorable, so are last impressions. In many of my seminars, keynotes and workshops, I often ask my audience these particular questions: 1. How do you want your customers to feel after they have had contact with you or a member of your team? 2. What do you want your customers to say about you, your business or staff? 3. How do you want your customers to describe their experience with you? Then I ask the audeince; “What do you think your customers responses would be? Would they be the same or different?” After the exercise, many are faced with a sobering reality and wonder if there is a big gap from what they want the customers answers to be compared to what actually takes place during... Read More

Relationship Experiences Create Magic!

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All businesses, whether they provide a service or sell a product are really in the relationship business first. To whatever degree, all businesses and service has the opportunity to form a relationship. Even if it is an online transaction or if the service last only a few seconds, like the initial greeting of a customer, the immediate response when dealing with customer problems or even providing a short compliment to a customer. Over 70 percent of guests at the Disney parks are repeat visitors with many being multiple visits. What is interesting is that many have come to call parts of their visit as “my favorite park”, “our hotel”, or “my restaurant”. It is almost as if they have taken ownership of the park or resort hotel and pride that comes along with it. Guests have created a bond and a relationship with certain parts of the park, hotel or employees who are connected with them. This makes them ambassadors and will share their experiences with others. This is why building relationships are so important to Disney. It costs an average family nearly $1,500 per day to visit yet Disney makes it a business decision to build relationships with... Read More

Understand Your Customer’s Fears

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Sometimes people’s real needs have little to do with logic. They are usually emotional instead. It may be that people who contact you or come in to your business are unsure of what they really want. They may be afraid of the buying or servicing process. Many customers are confused by product claims. When it comes to getting their cars or appliances serviced, they feel very inadequate in communicating with the service advisers or repairman. When I work with my clients in the Auto Service repair industry and conduct training programs for their sales and customer service staff, we focus on listening and asking the right questions. The biggest challenge that they had in the beginning in listening to their customers, was a gigantic problem they seemed unaware of at the time. The simple fact was that customers are terrified of the car servicing experience. The goal of my training for any business, is to learn how to ask sensitive questions that will get the customer to talk about their fears.  When a new customer, comes into your business they are usually closed, suspicious and defensive. Try to come around the counter, introduce yourself, sit in a chair in the waiting area if... Read More

Researching Your Competition is Magical!

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When was the last time you thought about your competition or did  a little research on them? If you haven’t in a while, you can be rest assured that your competitors are probably thinking about you more than you think you’re thinking about them. This leads to an interesting question you need to be asking yourself about the competition. “How different is our business from our competitors?” In the big scheme of customer satisfaction. customer care, value and the experience, who is better? You or your competitors? In what area do your competitors beat you? What areas do you excel over them? Price? Location? Size? Availability of your products? Convenience? Reliability? Responsiveness of your staff? Guarantees? 24 Hour Service? Friendly, knowledgeable and courtesy staff? Cleanliness? Easily accessible and the list can go on. How are you different? How are you the same? Don’t take these questions or answers for granted, assume you already know them by heart or think your customers don’t care. In the day to day operation of your business, it’s sometimes easy to forget the things that your customers or competitors are thinking about you. I offer... Read More

There Is No Loyalty When Everything Looks The Same!

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on just want to try someone else.” Why did my client’s customer leave his business? To give another business a try and see what else is out there. To my client’s customer,  his business looked the same as everyone else. Yes my client did deliver on his promise to satisfy the customer. What he failed to do was differentiate his business in a way that created an emotional connection with this customer. When I asked my client to tell me more about the relationship he had with this customer, I discovered that this customer was never contacted or sent a thank you note for years. He unfortunately assumed that because he was delivering good service and the customer never complained that his client was satisfied and would be loyal. Satisfied yes! Loyal not so much. The customer probably left because they did not feel appreciated or respected. My client neglected to touch the customer’s emotions. Today, focusing just on customer satisfaction will no longer result in customer loyalty and give you a competitive edge. In the eyes of your customers, every product or service looks the same. When that happens your product, service or business is just a commodity and your... Read More

Keeping Your Good People To Stay Is Magical!

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Have you ever had an employee come up to you and say: “I quit!, I’m giving you my notice, I found another opportunity, I found a better job.” If any of those comments strike fear in your heart or make your stomach sink, you are probably not alone.  Anyone managing or supervising others, no matter what line of work, cringes when they hear those statements. Especially when the person saying it is one of your best all-star players who is critical to your team and business success. These are good, talented employees that you simply cannot afford to lose. They are the shining light employees who make your customers happy and the experience magical. When they left have you ever asked yourself: “If I’d only known.”, “Why didn’t they tell me?”, “I could have done something.” The simple question is has anyone asked your employees what keeps them at your business? Has anyone asked what might lure good people away? Have you? If not, why not? Why do we beat our heads against the wall trying to figure out why good people leave after they leave but neglect asking early enough to make a difference before they leave. When coaching my clients, I strongly suggest taking the time to conduct exit... Read More

Treat Your Employees Like Customers

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It is a law of human nature that your employees will never treat customers any better than they are treated. I know we all have come across managers and business owners who disagree and say “They work here, they get paid and they’ll treat customers the way I tell them or they can find another job.” This certainly sounds good but how effective do you think that works? However, successful leaders truly understand that their time spent on listening, educating, coaching, empowering, rewarding and engaging their employees is a better approach than just barking out orders all day. This will create an environment that allows their people to reach their full potential. Successful leaders also understand that implementing effective training strategies and recognition programs to celebrate successes and to simply thank people for a job well done is crucial to having happy and motivated employees. If you have ever been to to Disney World I am sure you would have experienced a friendly, helpful and productive team atmosphere. The reason for this is that  Disney is an organization built upon the investment in people as much as anything else. Unlike many small businesses,... Read More

Name Tags Are Magical!

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Our name is the most important thing we own. Knowing someones name can automatically create a personal connection. However, I am noticing more and more businesses are doing away with employee name tags and replacing them with credit card like badges hanging from a lanyard. How can someone, fellow employee or customer make a personal connection if they can’t read or know your name? All cast members (employees) are required to wear a name tag on their costumes (uniforms) or professional clothing at all times. Every name tag has the cast member’s first name imprinted in big bold letters. Why a first name? Disney believes it is important to establish a first name basis with others. They discovered that the use of Mr. Mrs. Miss, Dr. or others often create an invisible wall or barrier between you and the other person. Even the CEO of Disney is on a first name basis and wears a name tag. Visible name tags can also serve another great purpose in your business. If you notice on the bottom of this Disney name tag (my original name tag I wore at Disney) you will see a city and state. This is my home town where I was from. Every cast member’s home town is identified on... Read More

Making Service Recovery Magical!

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Murphy’s Law will remind us that if something possibly can go wrong it will. It is no different with businesses and organizations. Sometimes things go wrong in our businesses that are in our control and sometimes out of our control. While managing hotels at Disney, I realized that the sure volume of hosting thousands of guests a day made it inevitable that something was going to go wrong. The key was to always to do two things: 1. Make a list of all the possible things that could go wrong. 2. Come up with a proactive service recovery plan to make the guest experience a positive one under the circumstances. Some businesses do the same. At a recent Hyatt Hotel stay, while speaking at a large conference, the fan motor of the AC unit in my room had gone bad and was making a loud noise. I made one phone call to the front desk clerk to let them know. I didn’t complain about anything and assumed they would contact the maintenance person to come take a look at it. The desk clerk immediately apologized and asked if it was Ok to assigned me a new room since I just checked in.  Shortly after settling in my new room,  I received a nice plate of chocolate strawberries and... Read More

Hiring Family Member Employees Can Be Magical!

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Every workplace and business situation is different and unique, but many small businesses often have challenges with hiring family members in their businesses. I am often asked by my small business coaching clients to provide some help when dealing with issues regarding hiring family members to work in their business. Think about it. There are many successfully run family businesses in all shapes and sizes. However, hiring family members can be very challenging. Dealing with issues such as favoritism, discipline, promotions, confrontation, the right roles or taking advantage of them are real life issues that family run businesses can face each day. How you deal with those challenges will determine your success. Here are some guidelines on hiring family members in your business: 1. Be open and aware of the perception of giving special treatment to family members. That can be OK as long as the other employees are aware of some of the special privileges that go with the territory of owning a family business. 2. Be aware of  morale issues regarding promotions. Some employees might feel it is a lost cause to get promoted since all of the top positions are held by family members. 3. Be... Read More

What Are Event Planners Saying About John

Amazing! I have been attending conferences for over thirty years and can’t remember one that grabbed my attention more than John’s. I strongly suggest that we have John back again.

– George Bell, Regional Director, Fort Sill National Bank