Making People Feel Special

A Disney Cast Member helping a guest at Tokyo Disneyland with their ice cream. Taking an ordinary transaction and making a guest feel special is at the heart of great guest service. Photo by J. Jeff Kober.

By J. Jeff Kober A fundamental human truth is the need to feel special. What are some ways to accomplish this? By taking additional time to hear someone’s concern. Acknowledging specific things they have done well in writing. Keeping difficult-to-keep commitments. Bypassing given policies and procedures to take care of a greater need. Rewarding and … Read more

Celebrating Guest Service at Disney

Celebrating Guest Service at Disney

One of the best benchmarks for great customer service are the Disney theme parks. This year Disneyland celebrates it’s Diamond anniversary. In commemorating this 60th birthday, I am posting 60 ideas for improving customer service in your own organization. You can find the first article here. It focuses on providing Guest Service, not just customer service. You … Read more

Lead With Your Customer

Lead With Your Customer: Transform Culture and Brand into World Class Excellence

Transform Culture and Brand into World-Class Excellence We’ve combined our extensive experience, thought leadership, and hundreds of best-in-business examples to create a comprehensive resource for achieving organizational excellence. Written with my business partner, Mark David Jones, and with a forward by Lee Cockrell, former Executive Vice President of Walt Disney World, you’ll find great solutions … Read more

New Book! Disney’s Hollywood Studios: From Show Biz to Your Biz

Biz Small

This newest book by J. Jeff Kober celebrates Disney’s Hollywood Studios, and the stories, tales, and lessons behind it! I am so very excited to announce my newest book, Disney’s Hollywood Studios: From Show Biz to Your Biz, published by Theme Park Press. I’m thrilled that it’s available in time for this week’s 25th silver anniversary of Disney’s … Read more