Lessons learned during 25 days spent onsite over the past year talking with dozens of Cast Members (current and former) at Disneyland, Disney California Adventure, and Walt Disney World.
Walt Disney created a magical place where fantasy is real and reality is fantastic.
Every time a customer (Guest) comes into contact with your organization, whether in person, on the phone, or on your website, it’s a moment of truth. Your reputation is about to get better or worse.
Do something that adds value at that moment of truth, and he will look forward to coming back and will tell others about you. Do something that adds a lot of value, and that customer might be so stunned by your sincere, thoughtful, friendly, resourceful service that she’ll go straight to her computer and tell the world.
Lee Cockerell, The Customer Rules