Friday, July 11, 2014

Disney's quinoa customer service

It was four years ago and we had just landed as a family in Orlando, caught the Disney Magic Express, and headed straight to one of our favorite restaurants after checking in at our resort -- Whispering Canyon Cafe. If you have never been to this restaurant, I encourage you to try it out next time you are in Lake Buena Vista -- just be ready if you ask for ketchup.

All was going well, our kids were excited (it was the first trip for our youngest), and we were hungry. One item on the menu had caught my eye: Quinoa Cakes.

Now, keep in mind this was four years ago and quinoa had yet to be "discovered" as the superfood that it is today -- meaning, I had never seen the word before.

The server, dressed in his themed attire, took our orders, and when it was my turn, I proceeded to ask him, "Can you tell me more about the Quinoa Cakes?" -- the only problem, I pronounced it as "kwi noah" cakes.

Without missing a beat and sliding in the correct pronunciation (it is pronounced "keen-wa"), he simply replied, "The quinoa cakes are new to our menu but one of the best we have offered in a long time. They are especially great if you are going into the parks later this afternoon because you will not have a drop off in energy after eating them. So, I highly recommend them to you."

In other words, he corrected my pronunciation and at the same time made me "feel" ok about it.

As marketers, entrepreneurs, and business owners, spend time thinking about how you make your customer feel each time you interact with them. Every time you have a "touch point" with your customer, do they come away feeling better about it? If not, you may be focused on the wrong thing.

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