Great customer service extends beyond the sale, interaction, or even the company it’s a part of. And no one does this better than Disney. No other organization inspires people to dream about experiencing their customer service from early childhood well into adulthood. 

What is it that makes Disney work? No other park seems to attract the same level of devotion and brand loyalty from patrons of all ages. Clearly, the multi-billion dollar, multi-continent, multi-media company is doing something right, but what is that exactly? And more importantly, what can the rest of us learn from it? 

Louie Gravance, former Disney Institute instructor and expert in creating fulfilling and productive workplace cultures, knows the “Disney Recipe” better than just about anyone for one simple reason: he wrote it. And now he’s sharing Disney’s secrets with audiences across the globe to help them achieve dream-worthy customer service. Here is a sneak peek at the seven rules Disney lives by…and you should too. 

• There’s No Business, BUT Show Business

Whether you’re selling software, slinging burgers, and working at a theme park, it is all show business. Everything Louie designed into Disney’s customer service framework can be applied to any organization or mission. In his keynote speech he shared his best show biz tips you can use for customer service. 

• Never Let Them See the Wires

Do you want to see Mickey Mouse with his head off or Snow White smoking a cigarette on break? Louie uses real life, humorous examples from his time at Disney to show how you pulling the strings behind the scenes is crucial to making your customer service feel like magic. 

• You Have to Do What You DON’T Have to Do

People don’t plan their Disney trips all year long because of mediocrity. The Disney cult following is made from one exceptional experience after the next — experiences you don’t find anywhere else. Because they go the extra mile they’ve created lifetime customers. 

• Silence is POWER

Let the customer have most of the dialogue. In the story of your sale, the customer is the main character. The more they talk and center themself in this story, the more they commit to the product or service. Louie will guide your team through finding your power within the silence. 

• You Don’t Have to Like Them to Delight Them

As a company that gets hundreds of thousands of customers visiting their parks, Disney hosts every type of guest. Louie admits there can be difficult people to win over, but he trained his staff to work under the premise of delight all guests with a few simple principles he shares in his keynote speech. 

• Create the Illusion of Spontaneity

Louie says one of Disney’s best tools is their manufacturing of surprises and serendipity. They work hard behind the scenes to create the illusion of spontaneous moments of magic. In his keynote speech he shares different ways Disney does this and helps you come up with ways to bring “spontaneous” moments of delight to your customers. 

• Simultaneously Serve Yourself

With stories that are simultaneously relatable and inspiring, Gravance has the unique ability to make audiences believe they can build an impactful culture of service to create their own brand of magic they can take with them anywhere they go in life. 

Bring Louie Gravance to your next event to find out the ins and outs of his seven secrets that have shaped Disney’s customer service.