BROADCASTS.com

b'

\\xa0What creates excellent customer service experiences resulting in clients becoming passionate fans of your company? What if some simple steps could change a client\\u2019s experience with your company from mediocre to magical; would you take them?\\xa0\\xa0

Today my lab partner on Scaling UP! H2O is Dennis Snow. Dennis honed over 20 years of customer service skills with the Walt Disney World Company. Today Dennis is a full-time speaker, trainer, and consultant who helps organizations achieve customer service, employee development, and leadership goals. Dennis launched a Disney Institute division responsible for consulting with some of the world\\u2019s largest companies. This division quickly became the fastest-growing venture of the Disney Institute and experienced nearly 100% repeat business. He also spent several years with Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. In his last year with Walt Disney World, Dennis\\u2019 leadership performance ranked in the top 3% of its leadership team.\\xa0\\xa0

Scaling UP! Nation, join us today as we learn from Dennis\\u2019s tried and true methods to turn your business from unimpressive to the most impressive in the industry when it comes to excellent customer service.\\xa0 My challenge to you is this: \\u201cDo a little something that pushes you to become better at whatever it is that you deem you need to become better with\\u201d [57:17]\\xa0\\xa0

\\xa0\\xa0

Timestamps:\\xa0\\xa0\\xa0

How a 3-month job at Disney became a 20-year career [05:55] \\xa0

Turning a \\u201cTragic Moment into a Magic Moment\\u201d [09:50] \\xa0

Empowered Employees and Coachable Moments [11:29]\\xa0\\xa0

What Is the Customer Asking [13:05]\\xa0\\xa0

What Is Backstage Vs. On Stage [16:10]\\xa0\\xa0

How To Create Moments of \\u201cWOW\\u201d For The Customer [20:50]\\xa0\\xa0

Seeing And Solving The Potential Points of Pain [25:58]\\xa0\\xa0

Communicating The Right Message Throughout The Company [30:18]\\xa0\\xa0

What Is Your Book, \\u201cLessons From The Mouse\\u201d About? [39:33]\\xa0\\xa0

What\\u2019s The Bottomline [42:28]\\xa0\\xa0

Lightning Round Questions [44:15]\\xa0\\xa0

James\\u2019 Challenge: \\u201cClean, Organize, and Update Your Water Testing Kit And Equipment\\u201d [56:13]\\xa0\\xa0

\\xa0\\xa0

Quotes:\\xa0\\xa0

\\u201cFrom the moment you express interest in a job, to the moment you leave, everything in between is training.\\u201d -Dennis Snow\\xa0

\\xa0\\u201cMaintaining your guest or client\\u2019s dignity is critical.\\u201d - Dennis Snow\\xa0\\xa0

\\xa0\\u201cTake what is important to you as an organization and build it into every process that impacts your employees.\\u201d -Dennis Snow\\xa0

\\xa0\\u201cDon\\u2019t generate tasks, create experiences.\\u201d -Dennis Snow\\xa0

\\xa0

Connect with Dennis Snow:

Website: www.snowassociates.com

LinkedIn: in/dennissnow

Phone: (407) 294-1855\\xa0

\\xa0

Links Mentioned:\\xa0

167 The One with John Fenton

AWT (Association of Water Technologies)

James McDonald\\u2019s LinkedIn #JC21 and #ScalingUpH20\\xa0

\\xa0

Books Mentioned:\\xa0

Lessons From The Mouse\\xa0by Dennis Snow\\xa0

Unleashing Excellence\\xa0by Dennis Snow\\xa0

Story 10X\\xa0by Michael Margolis\\xa0\\xa0

The Infinite Game\\xa0by Simon Sinek\\xa0\\xa0

Hamilton\\xa0by Ron Chewnow

\\xa0