The Usefulness of a Pirate’s Weapons and the Secret Weapons of Guest Experience

You usually won’t find a pirate without a weapon – most likely, several. Any self-respecting pirate will have a cutlass or sword, probably a dagger, and a flintlock pistol or two. They seem to have regular need of them… When it comes to Guest Experiences, there are also “secret weapons” that you need to have at Read more about The Usefulness of a Pirate’s Weapons and the Secret Weapons of Guest Experience[…]

Are You Ready for an Audit – a Guest Experience Audit?

During the spring of my junior year of high school, I was completing a typing class (yes, that was a thing back in the dark ages). My teacher also happened to be the teacher of the Accounting class, and one day I happened to have some spare time, and I used it to flip through Read more about Are You Ready for an Audit – a Guest Experience Audit?[…]

How Jack Sparrow’s Compass Can Help You Create a Guest Experience Compass

Jack Sparrow’s compass is undoubtedly my most favorite Pirates – Guest Experiences connection. Introduced first in “The Curse of the Black Pearl,” and featured in every movie since then (even teased several times in the most recent trailer to “Dead Men Tell No Tales”), it is perhaps the most important part of Jack Sparrow’s “effects.” Read more about How Jack Sparrow’s Compass Can Help You Create a Guest Experience Compass[…]

The Usefulness of a Map in Your Guest Experiences – Lessons from a Pirate

As navigators on the seas, pirates are adept at using a chart containing a map of the ocean and coastline, usually with a distance scale and other clues on it. Additional information like water depths, location of hidden reefs, and direction of the current is often found on charts. Then there’s maps – as in Read more about The Usefulness of a Map in Your Guest Experiences – Lessons from a Pirate[…]

X Marks the Spot – Lessons from a Pirate about Guest eXperience

When you hear the word “pirate,” several mental images will come to mind. Surely one of them has to be a treasure map marked with an “X.”   As referenced in last week’s post, Walt Disney’s 1950 movie Treasure Island had an enormous influence on popular perceptions of pirates – including the treasure map marked Read more about X Marks the Spot – Lessons from a Pirate about Guest eXperience[…]

Great Guest Experience Teams Pay Attention to What’s Out of Sight

…at least, out of their line of sight. Spatial awareness and quick reactions aren’t just characteristics of great athletes – they are absolutely necessary to exceeding your Guest’s expectations. Micah Solomon, a leading authority on customer service excellence,  always has great advice – both in a regular column at Forbes.com and his books Exceptional Service, Exceptional Read more about Great Guest Experience Teams Pay Attention to What’s Out of Sight[…]

When It’s Everybody’s Job, It’s Usually Nobody’s Job

Recently my family went to one of our favorite “special occasion” restaurants because the food, atmosphere, and service are always enjoyable. It was around 7 PM on a Friday night, and with no reservations, we expected to wait. However, by the time I had parked the car after dropping them off, they were seated and Read more about When It’s Everybody’s Job, It’s Usually Nobody’s Job[…]

Great Organizations Never Stop Searching for Ways to Improve

Great organizations have the mentality of champion athletes and great artists and visionary inventors: they never stop searching for ways to improve. Like snow. In December. In Florida. With a December wedding anniversary, my wife and I have enjoyed trips to many different destinations, celebrating our anniversary with a Christmas theme. One December, we spent Read more about Great Organizations Never Stop Searching for Ways to Improve[…]

Satisfied Customers Are the Best Marketing Staff You Can Possibly Have

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 Read more about Satisfied Customers Are the Best Marketing Staff You Can Possibly Have[…]