I was recently in Orlando with my Inner Circle group taking a backstage tour of Walt Disney World. By the way, I get together with my Inner Circle group four times per year at different locations. We spend two full days together studying our businesses and help each other grow personally and professional. The concept of the “MasterMind” comes from Napoleon Hill's book “Think and Grow Rich.” The group holds me accountable and keeps me on track.
The backstage tour of Disney was one of the highlights of the trip. It was fascinating to see how Disney operates behind the scenes. The systems and processes they have in place to operate at the level they do is something to see. From the underground tunnels to get from one place to another to the laundry facility is simply breathtaking. If you ever have an opportunity to take a backstage tour, I would highly recommend it.
How many times have you heard, “The customer is always right?” I can't even begin to count how many times I have heard that phase. Disney takes a different approach. Our tour guide said this, “The customer is not always right, however they are still our customer.” What a different way a looking at and approaching their customer. It is true, our customers are not always right, but they are still our customer.
That said, how will you treat your customer different next time?