The Best Vacation Ever: Lessons in Customer Service

Every now and then it is highly advisable to take some time off to relax, to rejuvenate, rethink priorities, and find yourself. I took a vacation that lacked some of those attributes, and it was the best vacation ever! Why? Because the trip inspired me. Allow me to explain.

Let me start by saying that my wife, Jill, and I are total Disney-holics. We love all things Disney, and she convinced me to take a trip to Disneyland for a spring vacation. This was not any regular trip to Disneyland, it was a trip following Walt's footsteps to help me understand how this exceptional human being built such a great company, and a legacy. This was an Adventure by Disney.

The history of Disney is undoubtedly inspiring, from the tours of Jim Hensen Studios, The Walt Disney Studios, Disney Imagineering, and the nuances that make each park unique. But the real inspiration came from this exceptional experience brought by The Adventures by Disney Team. Here are a few of the highlights I found applicable to our own business.

1. Details Matter. Adventures by Disney (ABD) does not leave any detail out. Never was there a time when our needs were unmet and the smallest detail left out. ABD takes care of everything, you don't need to worry about anything. From the moment we landed with private transportation to our arrival at home where a postcard awaited us. It inspires me to think about the details that matter to our customers to take the "worry" out of HR.
2. Attitude Drives Energy, and Energy Drives Attitude. Our guides for the tour were the best! They were "Disney-fied" in every way, but there were two things we noticed, energy and attitude. Both drove us to have an exceptional time every day. Jill tracked 44 miles walked last week, and I guess our guides may have walked even farther. Every morning our guides greeted us with enthusiasm and energy and that only energized the group further. There was never a circumstance that tripped them up or unmotivated them. Their unwavering positive attitude contributed uniquely to our overall experience creating unforgettable magic!
3. Surprise! Life is full of surprises, both good and bad. ABD surprised us every day with something new and exciting that was not in the original itinerary. One afternoon we visited Griffith park to see the carousel where Walt would watch his two daughters ride every week, dreaming of a place for kids and adults alike to enjoy amusements. On another afternoon we were greeted with a Ghiradeli ice cream sundae party in a Disney decorated private room. Those little things add up, and they mean a lot to the end customer.
4. Roll with it. Itineraries do not always go as planned, and that's OK, especially if you were not the person planning or responsible. Our guides did a great job of working with any circumstance that arose. One morning, a guide was not feeling well. Did this put a damper on our event? No, there were equally enthusiastic and knowledgeable backups available the very next morning. Food allergy? We have that covered? Don't want to walk any more? Fine, here is a resting spot and the rest of the group will be back. Business is much more chaotic than a planned vacation, but as I have always said, you get what you plan for. And Disney planned a great experience, despite any small bumps.

Disney provided a truly unique experience here. And I am not paid to say any of this! I just love Disney and the overall experience. Our guides, Christian and Rhianon were awesome, and I hope they go on to much success. I know they will continue to provide joy and magic every day to folks all around Disney! There continues to be much we can learn from this wonderful place, all applicable to our businesses and our day to day lives.