“Nice” Can’t Overcome Sloppy
Our volunteers are really nice.
That may be true. But the friendliness of a volunteer team will only carry your guests’ experience so far. I’ve had plenty of friendly waiters when the kitchen was extremely backed up. I’ve talked to a few friendly cable representatives who stood between me and an awful overall company. We’ve all experienced really nice, outgoing, kind people who can’t actually deliver on what we need in the moment.
Nice volunteers are important. A friendly staff team is a must. But to make the guest experience last, you need systems that work and processes that help people take a next step.
This post was inspired by the Creating Disney Magic podcast episode on August 3, 2021.