Well, it is my last day in Orlando and I have one more brief tour to give later this morning, and then I am outta here.
I may have mentioned, this is not an event I put on. I am just a hired gun, here to reveal my Disney secrets to service, marketing and business. (Heck, they are paying my FULL Daily rate for a 15 minute Q&A session!)
Anywho….
All of my events are at real Disney resorts, not the third party vendor hotels run by other companies. Unfortunately, the Swan is run by Marriott.
I honestly don’t know how they stay in business…..
Let’s review:
=>They would not take my money: On the day of my live event, I needed to rent a cabana to set up the studio. I found a pool attendant and asked how to rent one. She said she would send someone over to take care of it. I waited 20 minutes and no one showed up. I found the same attendant and asked again. She then said they are all on break.
?
She then said to pick a cabana and ‘someone’ would be over to start the reservation.
I was in that cabana for four hours. NO ONE came by to collect rent. So I packed up and left.
Marriott was out 300 bucks. If you missed the event or want to re-watch it, go here: Replay
=>Housekeeping was on crack, inept or VERY confused. When I checked in, the front desk asked if I wanted housekeeping services. Since it was just me in the room, I said it was not necessary.
Imagine my surprise to come back to my room last night to see the bed made! I can tell you, it was not me that made it! I then looked around the room, they:
- took one of my dirty towels, but left another towel on the floor.
- took out half of the trash, leaving behind other refuse.
- replenished 2 bottles of water, not the 4 I had drank
- replenished the coffee, but not the coffee cups or creamers.
- straightened up the coffee maker, but did not throw out the used coffee filter in the machine.
- put away the iron, but not the ironing board.
=>The most bizarre thing? They had premium coffee (Starbucks) in the room, but served a crappy no name brand in the coffee shop.
I could have paid $4.85 for a cup of generic coffee at their coffee bar, or I could have Starbucks for free in my room.
Which do you think I did?
What does this all have to do with your business?
Altogether now: EVERYTHING!
Do your clients or customers have to fight to give you money? Or do you consistently look for ways to breakdown the barriers to a sale?
Are expectations clearly communicated to your team? Or are they allowed to run willy-nilly and do whatever they want?
Are you giving away that which you should be selling? Usually, they put the crappy coffee (or no coffee) in the room to drive your to a coffee bar. Not visa versa.
The big Aladdin’s Genie take away from all of this…
Every detail is either detracting from or enhancing your clients experience.
There is no middle ground.
