Skip to main content

IPI Keynote Speaker 2016

Dennis Snow was the keynote speaker at this morning's Welcome General Session at the IPI Expo in Nashville. He is an ex-Disney executive who got his first job at Walt Disney World in 1979 driving the submarines at the 20,000 Leagues Under the Sea ride. Fast forward a few years and he is a top exec at the happiest company on Earth.

I thought his speech was very entertaining and informative. He focused on customer service and its importance in any business. He started off by asking the room full of hundreds of people to shout out their answers to this: "What stands out to you about your trip to Disney World? What does Disney World do well?" First answer? "It's very clean." Next? "Very organized." "They call you by your first name." After a few minutes he said, "Notice that no one said 'the rides'?! Even though that is kind of the point of Disney World." All these little things that the employees do for you while you are visiting the Magic Kingdom add up to a magical experience that somehow even trumps the reason why you went in the first place. But maybe they are the reasons you keep coming back.

A Few Quotes
"Intolerable service exists because intolerable service is tolerated." (He said this is not his quote.)
"The customer experience = value (to the customer.)"
"The longer we do what we do, the more we assume that customers know what we know. They do not." (So they will need help from time to time and should not be treated like idiots just because we know the answers to their (sometimes stupid) questions.)
Have an "Experience mentality" at your business instead of a "Task mentality."
"Never let a coaching moment go."

Smoking Cinderellas
Do you have a smoking Cinderella at your place of business? I hope not. Mr. Snow cited as an example a female employee in full Cinderella costume taking a break next to the castle in Disney World. A little girl runs up to her with her autograph book all ready to go and tugs on the Cinderella's dress, who turns around, cigarette in one hand, coffee in the other, and says, "I'm on a break, kid!" Experience = ruined by one employee in one instant.

Comments

Popular posts from this blog

2005 Chrysler Town & Country Sliding Door Fix

Our driver's side power sliding door has been acting up over the past year or so.  When you press the button inside the van or use the remote key chain fob to open the door, it will usually only open a few inches and then quit.  When it first started happening it would open pretty far and then quit, so I squirted some WD-40 inside the tracks thinking that something was blocking it.  That actually seemed to buy us some time because it started working again after that.  Over the past few months, though, the door was basically not powered anymore.  It would occasionally open about 2 inches and then stop.  Once open, it wouldn't even attempt to close when you pressed the button.  And if you manually closed the door, you really had to slam it because the motor wasn't taking over to close it all the way (you'll know what I'm talking about if you have one of these).

A side effect of this problem was that our power door locks also stopped working within the past two days o…

PCI-ISA Exam

Last year (July 2014) I took the PCI Professional online course and passed the exam at a Pearson VUE testing center in Mt. Laurel, NJ.  This year I had to take the PCI-Internal Security Assessor course because it became a requirement at my place of employment.  This past Friday I passed the exam at Pearson VUE so I am now a certified PCI-ISA, and I still hold my PCI Professional title as well.  The PCI-ISA certification lasts only one year, so I'll have to re-certify each year, but the PCI-P certification lasts three years.

I felt that these two tests had a lot of overlap, so if you already have the PCI-P certification I would highly recommend going for the PCI-ISA certification if your company is a PCI participating organization and will sponsor you.  The PCI-ISA certification is only valid as long as you work for the sponsoring company.  So if I quit tomorrow or get laid off, I lose the PCI-ISA cert.

If you are taking the PCI-ISA course now and are getting ready to take the exam…

Amazon scam

I recently became victim of an Amazon scam that "isn't that uncommon," according to the scammer.  Yes, that's right.  I had an e-mail conversation with the scammer.  More on that later.

The first warning came when I received an e-mail from Amazon thanking me for updating my account's e-mail address.  "What?" I thought.  "I didn't make any changes to my e-mail address for my Amazon account.  This must be a spam e-mail or a phishing attempt."  But no, it's not.  Upon examination of the e-mail, I saw that it was a legitimate message from Amazon Customer Support.

I immediately got to a computer and logged in to my Amazon account.  I usually have the "Remember Me" setting flagged in my browser at home, so when I opened Amazon.com I was greeted with "Hello, Mark."  "Good," I thought.  "My account is probably safe."

But when I clicked on the "Your Account" link to check my e-mail address, Amaz…