"Part of your training program for new hires is to look at these situations and say this is going to happen, and here's the answer. Here's what we say and here's what we do."
NOTABLE MOMENTS
00:43 The Legacy of Harris Rosen
02:50 Handling Customer Expectations in Uncontrollable Customer Experiences
07:48 Prepare for Unforeseen Events By Controlling What You Can, like Schedules and Production.
12:32 Creating and Preserving Memorable Experiences.
13:19 Customer Service Resourcesa at cockerellstore.com
If there's one thing we've learned over the years, it's that even the best-laid plans can get derailed by Mother Nature. At Disney, we navigated our fair share of weather-related challenges. While you may not be able to control the atmosphere, you can control how you respond.
First, it is important to take a moment to acknowledge the incredible legacy of Harris Rosen. He has left an indelible mark on Orlando through his work and philanthropy. His example is a testament to how one person can make a massive difference, even in unpredictable circumstances.
There are many times in customer service that you cannot guess what is going to happen. A listener recently shared a challenge they were having at a zoo. Guests sometimes miss seeing the animals due to weather or other uncontrollable factors. This situation isn't too far removed from what we've faced at Disney. From rain showers at the Magic Kingdom to animals deciding to stay hidden, guests like to be able to see what they plan for. The key is preparing your staff for the moments that aren't what guests anticipate and making sure they know how to provide excellent service recovery.
Handling these situations boils down to a few core principles: empathetic apologies, good training, and sometimes offering compensation like return visit tickets. As Jody and I highlighted, excellent customer service even in less-than-ideal conditions can leave a lasting positive impression. Your team should know how to handle those complaints effectively, leaning on recovery strategies we've talked about before.
Remember, you can't control the weather or animal behavior, but you can control your response to disappointed guests. And, that often makes all the difference in turning a potentially negative experience into a memorable one. Keep creating magic in all that you do, even when Mother Nature throws a curveball.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
