Hi from the Disney Wonder, a Disney Cruise. I know, I shouldn't be on a work-related blog while on vacation, but, I can't always turn off the management consultant in me. So here are a few lessons learned from Disney that can apply to your business (and mine too):
1. Quality is Non-Negotiable: There is nothing that the staff on this cruise would not do to make the guests' experience unforgettable. You can see that quality is a brand element, a core of the very existence of this business. It is non-negotiatble.
2. Passionate Employees Drive the Customer Experience: There are 1,000 employees on this ship. You don't see much management. Everyone looks very busy, focused, and determined. No one is visibly complaining, yet they work very very hard. The employees come from all over the world, and, for them, this isn't just a job, it is a passion. They are going to make this the best cruise, whatever it takes.
3. Forget Cheap; Create a Strong Value Proposition and Charge a Healthy Price: Don't go cheap on your business. I don't care if the price cutters hurt the market. Find a way to deliver a good value proposition and don't be afraid to charge a healthy price. Look, if this cruise was lousy, it wouldn't matter if it was cheap. Just the opposite. It is expensive. But by being expensive, it delivers on an outstanding value proposition that overcomes all of my first-time-cruise impediments. The ship is spotless, constantly maintained. Just getting by is not an option; things must be excellent. You can see that employees are well trained. If this was cheap, quality would have to go out to sea (pun intended).
Bye for now, all aboard!!!
John
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