Lessons from a poor Customer Service Experience

If we are connected on social media you may have seen a number of posts recently in regard to a situation we had to navigate with Walt Disney World. While the situation itself has been resolved, it helped highlight some thoughts on the idea of customer service and brand identity. Before I share some of the thoughts from this week I want to take a moment to give a disclaimer:

My family loves Disney World. We were there back in September; we are going again and look forward to future trips. Walt Disney World is a great vacation spot and great organization. A bad experience does not mean the company is bad, and one bad experience is not a good reason to write off the company. (Click to tweet)

I mentioned that a few thoughts were sparked this past week. Disney might have sparked these thoughts, but they are actually just simple thoughts that apply to any team or organization.

1) On Customer Service – no organization is perfect. Even the best of organizations have issues that pop up. The important thing is what you do when breakdowns and issues come. I had a bad customer service experience with Disney. The truth is as I shared my experience online I found a few others who had similar experiences. That does not negate the great service they have given to millions of people who sing their praise. If I asked for feedback right now I would probably hear more positive experiences than negative.

Your team is not perfect. You will hurt someone. You will let someone down. You might serve 99/100 people really well. When there is a breakdown, address it head on. Don’t dismiss it, don’t ignore it – address it and do what you can to serve the person well in light of the situation.  You will mess up – the question is will you address the mess head on or sweep it under the rug? (Click to tweet)

2) On Brand Identity – You are not what you do. However, what you do does graft in to become a part of your identity. Whether you are in uniform or not you carry the brand and represent your team or organization wherever you go. We live in a world where your actions often tie back and have an affect (positive or negative) on your team.

Part of what makes people credible is the team they are a part of. I can elicit a certain level of trust with people around me. The fact that I am a pastor at 12Stone gives me greater credibility, because people know I fall under that umbrella of leadership and authority. When you are on a team and people trust you, your credibility is in some part borrowed from your team. (Click to tweet)

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