a little personal growth every month

Do what you do so well that they will want to see it again and bring their friends – Walt Disney

I stumbled across this quote while I was working in Orlando. One of my managers had some famous Disney quotes taped to the wall next to her desk and I loved seeing the focus Walt Disney put on quality service. Even during my  College Program the Disney Basics and the 4 Keys were taught, practiced and reinforced.

One great thing about my new job is the incredible room for personal growth. While I am learning my way around a “big-girl job” and slowly figuring out life as a college-grad, I am realizing what values are important to me – both personally and professionally. To help with my professional development, I am beginning to read one self-help book a month.

Not a huge commitment – but putting forth a small effort to (in a very inexpensive way) better myself.

April’s book is: Zingerman’s Guide to Giving Great Service by Ari Weinzweig.

Even though I’m just a few chapters in, the book is phenomenal! It is a written in a way that is easy to understand, and even more imporatant, easy to understand. What is the point of a self-help book outlining the way to interact with customers, handle complaints and reward employees for outstanding service if it’s full of theories and written in a way that takes forever to read? This book is highly accessible and written in a way that transports you from your house to a deli in Ann Arbor.

I am reading about the five elements on the Zingerman’s approach to service and three steps of great service. What has really struck a chord with me is the fact that company proudly empowers and rewards their employees for practicing great service. BUT Zingerman’s guide avoids the rut that some companies seem to fall victim – they define good service and reward it both formally and informally.

This book reinforces my belief that many small actions lead to great service. It isn’t hard to give customers or guest with outstanding service, but companies need to teach their employees, lead by example and they reward outstanding service.

Being positive, approaching guests with a smile and making sure that all guests’ needs are met (before they even can ask) are my three easy tips for great, Disney Princess service. And I think Mr. Zingerman himself would be proud.

More self-help/professional developement book reviews coming later!

please & thank you

Respect.

Not a complicated word – and not a complicated meaning. As children we learn about showing respect to our parents, friends, teachers, neighbors and ourselves. Growing up, my parents drilled it phrases of thank you, please and excuse me into my everyday vocabulary.

It becomes second nature…
when someone hands you an item, you say thank you.
when you want something, you say please.

When you interact with strangers you show them respect – the same you would show a friend.

However, that seems to be a harder task for more people than I realized. I’ve learned so much during my adventure as a Disney CP, and I truly believe this program taught me a lot about myself and working in a field that is strongly focused on customer service.

The best lesson its taught me? How important it is to be kind and respectful to everyone. 

It seems so easy to take out your frustration and anger on someone in the service industry. frustration and annoyance seem to be our first response when our desire are not met quickly and efficiently. Instead of talking to employees respectfully, some costumers address employees rudely.

Quickly doesn’t even seem to be the standard of service anymore – wants/needs/desires are expected to be met instantly.

I can say, without doubt, that my guest relation skills grew during my months at Disney, and I cannot wait to continue to increase my skills as I open the next chapter of my life.

And I will always treat others who are working at a grocery store, boutique, restaurant, coffee shop, theme park and business with common courtesy.

Even when things aren’t perfect…there will always be respect.