I was speaking at a conference at a Disney hotel in Orlando. As my cab pulled into the hotel, the hotel valet got into an argument with my driver over who should pull my bags out of the cab.
As I checked in at the front desk I shared the confrontation between their valet and my cab driver. I wasn’t expecting anything, I just thought they’d want to know a castmate needed more training.
Once in my hotel room, I received a phone call from a manager asking what happened. As I shared my check-in challenges the manager started offering me things as an apology. I kept saying no to his offers of a free dinner or breakfast because I was leaving the next day and had no extra time.
He then asked, “Are you ever going to come back again?” I said, “I’m back in Orlando in a few months for another client.” He said, “Then you have a one-day free park pass as our apology for your experience.”
I was impressed with his extra efforts. It was evident he wanted to make sure our call ended as a positive experience for me. What can you do to make sure, when your customers are unhappy, you can still make their outcome more positive than the experience itself?
Today’s video shares my Disney experience and how you can apply their service philosophy…so your team can sell even more!