What does great customer service look like? Does it mean helping others? Being kind? Or does it mean just doing the right thing when it matters? Disney is one of the most well-known companies to provide exceptional service, regardless of the cost. Recently, they did just that for Daniel Fleetwood, who’s last wish was to see the official release of Star Wars: The Force Awakens on December 18th . His doctors told him he likely wouldn't make it to the premiere.
His wife, Ashley, started a social media campaign in hopes that Disney would honor his final request and his campaign #forcefordaniel went viral. To Daniel’s surprise, J.J. Abrams contacted him directly and a team from Disney arrived at his doorstep days later with their equipment and an unedited final version of the movie for a private screening in his home just days before he passed away.
In a time when social media fuels our desire for exceptional service, we often focus too much on studying what NOT to do. We have all experienced the power of social media, particularly when it is used to shame an organization or their lack of customer service, and often rightfully so. I prefer to focus on the positive impact of social media and the touching stories of customer service that go viral. While it’s difficult to hold a candle to Disney’s quality of service, especially in this amazing example, we strive to have a culture obsessed with customer service excellence. We believe creating magical customer service “moments of truth” shouldn’t be an initiative, it must be embedded in the culture and foundation of a business. This starts with the employees you select to join your company and is reinforced throughout everything your organization does.
So the question is, are you being intentional about embedding service into your culture?