Using the principles set forth by Walt Disney, this article on Short Circle explores what ITSM can learn from the king of family entertainment himself. The first point comes from the quote “do what you do so well that they will want to see it again and bring their friends.” The idea being that if your customer service is second to none, word will get around. This isn’t a quick scheme, either: doing the best possible job at something takes time and it takes effort, but it also has a reward far above just getting the job done. Making the success of your customer the center of every action performed is a surefire way to make them feel like you’re putting some Disney magic into your work.
Do The Impossible
The next quote used is “it’s kind of fun to do the impossible,” and it’s explained like this:
Stop thinking of things as impossible but as a challenge instead. How many times have you found yourself reasoning with yourself that you’re doing something in a particular way because that’s how you’ve always done it? It’s OK, we’ve all done it, we’re hard wired to resist change after all but what’s more important is what you do the next time you’re faced with the seemingly impossible. Try next time treating it as a challenge something fun and exciting for you to do and another opportunity for you to do what you do best, wowing your customer.
Define What You Want
The final quote, “when you believe in a thing, believe it all the way, implicitly and unquestionably,” is meant to show how ITSM needs to clearly define what you want and how you mean to achieve it. Getting your team on board with that effort—and making sure they stay on board—is the only way to keep your customer amazed at the service you provide.
Read the full article here: http://www.shortcircle.co.uk/it/3-lessons-from-disney-for-itsm/?goback=%2Egde_68677_member_5832499895260442624