What is the most commonly asked question at Disney World or Disney Land?
“What time is the 3 o’clock parade?”
Here it is again just in case you missed it, “What time is the 3 o’clock parade?”
Most people would love to blurt out, “At 3 o’clock you ________ moron!” But Disney knows that that is not the real question being asked.
So, the classic answer to the moronic question is, “The parade actually starts behind the castle at 3 o’clock and it should be right here at about 3:15 and if you stay here your children will have an excellent opportunity to see Mickey and Minnie.” WOW!
You see, Disney knows what the real question is. The real question is, “How can I get the most out of my Disney experience and make everyone happy?”
Disney also knows that the real ROI comes from repeat visitors to their parks. The costs of getting a guest to come back and drop $3000-$4000 are nothing compared to attracting a new guest.
Here’s the real point; every business has their stupid question that gets asked of them multiple times in a day. Do we think about what the guest is really asking or do we just simply blurt out,” It’s at 3 o’clock you moron!” or something else equally damaging to your guests emotional well being and their ability to be loyal to your organization and spend a lot of money.
As irritating as these questions can be to an employee, they offer an excellent opportunity to have a meaningful and rewarding interaction with your guest. Therefore it is important to have a deepened understanding of what the guest is truly asking and respond with a well-prepared and helpful response.
Being asked a given question repeatedly throughout the day allows you ample opportunity to hone your response as best as possible to the benefit of your customer. Furthermore it allows an excellent opportunity to truly understand the needs of your customers. Once you are able to determine the real question behind the question your ability to provide real and lasting value to your customer increases dramatically.
Take some time today to think about what your customer is really asking when you hear that same, seemingly thoughtless question. It might not be as stupid as you think.
The next time you are asked that same ridiculous question, relax and take the opportunity to make a real difference for your customer. You may well reap the benefits of your patience and preparedness many times over by gaining a loyal repeat customer.
Now go Maximize Possibility!
Other blog posts you may be interested in:
- Exceeding Expectations Creates a Powerful Customer Experience
- The Worst F-Word: FINE
- Every Customer Experience TouchPoint Counts
- The Right People for Customer Service Creation
Chris Young helps organizations Maximize Possibility through talent management, cultural transformation, and strategic intervention. Bring Chris in today!
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