Walking the Front Lines
Anyone hired to work at The Disney Company goes through an onboarding process called Traditions. This is where you learn the history of the company, the values how we are to act them out, and key customer service. Part of the experience includes meeting people from positions throughout the company. This occurs before moving into more specific department and role training. The interactions with leaders are ongoing since they are often walking the front lines. This gives them the chance to learn more about the customer and employee experience. Many aspects of this intentional training can be applied to other organizations.
Key Takeaways:
{4:35} The moment I recognized I wanted to start my own business was when I was in a position where employees were not treated well. I had the thought, “one day I will build a business and treat my employees way better than this.”
{5:25} As a business owner you have to be present on the front line to get the feedback from your customers, clients, and guests. The moment you get an ego that tells you that you don’t need to be there any more is the moment you start to have failures in your company. You won’t even know it until it’s too late.
{7:28} When you first set out to listen there will likely be several reoccurring complains. However, when you listen and work on finding a solution then you notice those complains disappear and your bottom line improves.
{8:40} If I were to be a consultant or lead a new company there are several things I would do. I would immerse myself into the business, listen to direct customer feedback, and adjust or fix the problem to make things more efficient.
(10:09} Sales are not as high if I am not out there with the customers. When I was not present I ended up getting some of the worst reviews in my career. When you are not visible you are setting up the opportunity for your customers to pick your competitors.
{12:58} If you don’t put the people on the front lines first, or where the revenue serves first, then you are setting yourself up for failure in your business.
{14:03} Just show up and listen. Ask better in order to do better. Think of yourself as the customer and try to experience the company from that end to clarify the customer experience. It also shows your employees that you are there for them.
Our culture has a mindset of “if it ain’t broke don’t fix it.” If we rest on that idea then we are missing the opportunity to learn and adjust. When we listen we are able to better meet the needs of our customers and employees.
Connect with Will:
Book I Can’t Read: A Guide to Success Through Failure
Email: Will@willtalksbiz.com