{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"Ep. 215 - How Disney's Service Values Can WOW Your Customer with Vance Morris","description":" Kris welcomes Vance Morris, former security guard turned Disney leader and successful entrepreneur, for a trip to the happiest place on earth \u2014 great customer service! Vance helps business owners get, serve, and keep clients for life through creating experiences and response-required marketing. He shares real-world strategies to delight customers, build community buzz, and drive word-of-mouth referrals.   In this episode, Vance breaks down Disney\u2019s hiring and training magic and the \u201cwhy\u201d behind it, how it transforms the customer experience, the role of linertainment, and how to make operational consistency actually fun, all with a lens on how these lessons can translate to the early education business. He also walks through the steps to Disney-fy your business and opens up about how to navigate loneliness in leadership.   Key Takeaways: [2:53] Kris and Vance agree \u2014 no cell phones out in the water, unless you are playing music! [7:11] Vance talks about the changes at Disney, including the increase in employees and the impact on customer service. [15:22] The importance of addressing leaky holes in the business process and improving customer experience through small changes. [15:30] Gifting and reciprocity in building customer loyalty and trust. [16:57] Disney\u2019s \u201clinertainment\u201d or the entertainment that helps people stay energized and happy while they wait in line. [19:09] The \u201cwhat, how, and why\u201d at Disney and the importance of running things on a system and process. [20:07] Systems give you freedom, and the importance of consistency and efficiency. [26:43] What we can learn from the hamburgers at McDonald's! [27:07] Having an engaged team and empowering people. [32:23] Building trust and reciprocity through gifting and special \u201cthank you\u201d treats. [37:03] Vance Morris introduces his coaching program and the concept of systematic magic, which helps businesses map out the customer journey. [39:50] Finding your community when you are an entrepreneur, and the downside to isolation. [41:50] Vance\u2019s Disney event business and the unique experiences he offers, including a nine-course wine pairing dinner. [50:06] What\u2019s next for Vance in the future?   Quotes: \u201cI much prefer to work with the mom and pop, Main Street business, where we can have an immediate, noticeable impact, not only on the experience, but on  the finances and how profitable customer experience can be.\u201d \u2014 Vance [10:55]   \u201cWhat is the company doing to entertain you during that wait period and make it not feel so bad?\u201d \u2014 Vance [18:08]   \u201cThe secret sauce behind all of the experience stuff at Disney is that Disney runs on systems. And literally runs on three words: what to do, how to do it, and why do we do it that way? And everything has a what, how, why behind it, and the reason for this.\u201d \u2014 Vance [18:39]   \u201cSystems give you freedom. You\u2019re not locking down creativity.\u201d \u2014 Vance [20:07]   \u201cThe boss doesn\u2019t always have the answers, and asking your employee, well, what would you do? And you\u2019ll be surprised a lot of times, because, you know, they\u2019re pretty smart.\u201d \u2014 Vance [25:57]   \u201cIsolation kills entrepreneurs.\u201d \u2014 Vance [39:18]   Sponsored By: ChildCare Education Institute (CCEI) Use code CCSC5 to claim a free course!   Mentioned in This Episode: Kris Murray @iamkrismurray The Child Care Success Company The Child Care Success Academy The Child Care Success Summit Grow Your Center Childcare Education Institute: Use code CDARenewal22 to get $100 off your renewal Vance Morris 52 Ways to Wow Your Customer Without Breaking the Bank Deliver Service Now Institute   ","author_name":"Child Care Rockstar Radio","author_url":"https:\/\/childcaresuccess.com\/podcast\/","html":"