How does your agency use detail to delight your clients? Where do you go that little bit extra to show your passion, commitment, and creativity?

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Hey everybody, Drew McLellan coming to you again from Disney’s Yacht Resort. Last week I got a bunch of questions about the curtains that were behind me and where I was. So, sorry I didn’t tell you, one, I was still in Orlando teaching workshops and I had moved from the Grand Floridian to the Disney Yacht Resort, but two, I thought the questions were really interesting. You know, we, like Disney, are in the business to surprise and delight our clients. It’s our job to go above and beyond. It’s our job to think bigger, to come up with crazy ideas, and then to execute those crazy ideas and I’m telling you that nobody does that better than Disney. They go out of their way to make sure that every detail is thought through and even the things that you may or may not notice. They make sure that they put a little extra magic in them so that when you do notice them, it might be your first visit or your 50th visit, you’re sort of surprised and delighted that they went to that effort. So, let me show you these curtains as a great example. So, these are  curtains in a hotel room. They could be plain, they could be just a color. The Yacht and Beach is all about sort of finding your way through the stars and
boating and all of that, so they could of just had constellations. But no, at Disney they made special constellations. So, let me show you. This is Mousimus Lovelius, right, and it’s Minnie Mouse. This is Mousimus Jovialnus and it’s Mickey Mouse. Over here, you have Houndis Loyalis and it’s Pluto. So, again, not a big deal. It’s not going to change how much I love or don’t love staying here, but it’s little details. So, here’s my challenge for you this week. What are you doing to surprise and delight your clients? What are you doing to demonstrate that you have thought of every detail and gone out of your way to make it special and important just for them? This is not just about entertainment. This is not just about hospitality. This is a cornerstone of our industry and I think sometimes we’ve allowed technology and convenience and efficiency to get in the way of absolutely delighting our clients. So, I challenge you to bring your team together and ask the question, how have we surprised and delighted our clients lately? And if you can’t come up with an answer, it’s time to come up with one. Alright, I will talk to you next week.

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