Disney Institute – Building Relationships

We all have choices to make

Have you heard the statement, “It’s not my fault, but it is my problem?”  Remembering this statement is one way Disney brings magic to its guests.  The lost balloon or the dropped ice cream cone is certainly not the cast members’ fault, but they often accept it as their problem.  The replacement balloon or ice cream cone is the perfect opportunity to build a relationship and deliver a “little wow”.

The circumstances are different but the idea is the same, for a small bulk mail business in Indiana.

It’s not my fault that our post office Bulk Mail Technician is on vacation for three weeks.

It’s not my fault that his replacement doesn’t know how to submit a non-profit application.

It’s not my fault that I am not allowed to circumvent my local post office and do it myself.

But it is my problem.

This application will save my customer hundreds of dollars.

Can I navigate the red tape in time?

Can I make it seem  effortless?

Can I save my customer hundreds of dollars?

Mission accomplished.

All because I accepted it as my problem.

Have a wonder-filled day,

Donna Flanagin

Random me: Knock on wood, I have never had a broken bone.

The magic and enthusiasm of the Disney Institute workshop is over, now what? This blog is about exactly that,  for a small bulk mail business in Indiana.

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2 CommentsLeave a comment

  1. Great post. You have some very lucky customers. 🙂

    • Jeff, thanks but I am the one that is blessed by every single customer that walks in my door. Truly, without them I have no business. It may sound cliche’, but it is so true.


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