Managing the new normal is certainly challenging for all of us. We need to be proactive in preparing safety measures for what comes next as it relates to customer service, guest experience, and employees. What are the right questions we should be asking ourselves to ensure we are prepared for the future?
- What are the right questions we should be asking ourselves to make ensure that we are prepared for what is next?
- What will it be like to be in a public space like a restaurant, movie theater, amusement park, civic center, or a children’s playground?
- What services will be discontinued, changed, or enhanced in order to protect the health and well-being of the public?
- How are you going to communicate this to your audience and educate your team?
Using Disney as an example, the most important topic spoken about on day one of Disney training is safety. Safety leads the way before courtesy, “show”, and efficiency. When visiting a large-scale theme park like Walt Disney World, the safety of the public is critical to the overall experience. Whether it is attractions, food safety, security, or emergency care of guests, Disney is known worldwide for being a safe place to visit.
With the current circumstances, whatever your business, you will now be changing the way you operate. If you haven’t already done so, you need to design a strategy and action plan which determine how your business will respond and adapt and what changes you need to consider. Now is the time to be proactive rather than reactive.
Every business needs a customized, individualized plan, specific to your employee and customer needs. Ask yourself questions applicable to your business.
Our lives changed after the unfortunate actions of September 11th. America adapted and we are much more vigilant with security. The same will occur due to our current challenge with Covid-19. Customers and employees will want to know that you are incorporating standards that protect them.
At the forefront of all of this is training and educating your employees and taking great care of your customers. It is all about, “Building the customer experience, one Magical interaction at a time”.
ABOUT THE AUTHOR
Whether it was for Disney, ClubCorp, The Dallas Cowboys, The Venetian/Palazzo, or any one of his partners or clients, Barry Jacobson has always been at the forefront of customer service and guest experience. Throughout his extensive career with consumer-based, customer service organizations, Barry’s goal has always been to ensure others benefit from his expertise. His goal is to assist businesses looking to connect with their clients and customers. Barry is now a Guest Speaker, Leadership Coach, and Customer Service Consultant.