Long John Silver’s Goes Overboard
There are a few phrases that I never planned to say in my lifetime: “I’m sorry I ran over your kitten.” “How was I supposed to know that you can’t microwave gloves to warm them...
Category: First Impressions
How Do They See It?
I don’t want to become blind. I don’t want to fail to see what other people see. I don’t want to overlook a glaring hole in our process for welcoming first time guests. I don’t...
Wow-Mart
I dig good stories of customer service. Especially when I’m the customer in question. Sure, I want you to have a good experience wherever you go, but I don’t want you to have all the...
Why We Do What We Do
Two weeks ago, a lady walked up to our First Time Guest tent after the service she had just attended. She was in town for her niece’s wedding the day before. The niece is a...
What the Church Can Learn From Disney (part 6)
Finally, people. This is the last in a series of blog posts. You can catch up here. Today we’re cranking out a two-fer. That’s right: two Disney principles in one post, which is exactly what...
What the Church Can Learn From Disney (part 5)
Polish your people. If there was one letdown of the Disney experience, it was this: not everybody who works there believes it is the happiest place on earth. It wasn’t like that on past trips....
What the Church Can Learn From Disney (part 4)
Don’t start here. Back that mouse up. For a long time now, I’ve been telling you that details matter. It matters that your facility is clean. It matters that there’s toilet paper on the roll....
What the Church Can Learn From Disney (part 3)
Where there’s a three, there’s a one and two. Catch up there first. For the rest of our lives, when we look back on Disney 2010, we’ll remember Rafael. Rafael is a waiter at Whispering...
What the Church Can Learn From Disney (part 2)
It’s a series, yo. Start here. Walt Disney envisioned that his theme parks would represent a grander “show,” a living movie, if you can imagine that. As such, you are not just walking into a...
What the Church Can Learn From Disney (part 1)
I just returned from the Happiest Place on Earth. I’m referring, of course, to Walt Disney World, home of Orlando, Florida. Or something like that. I’ve long said that as the First Impressions Guy at the...
