Say Cheese – Disney Institute

Every point of contact is an opportunity to build a relationship with your customers.

When a customer drops in to your office unexpectedly, do you make them feel special or do they feel like they interrupted your day?

Relax, take 5 and seize the opportunity let them know you care.

Something simple, inexpensive and creative can make every visitor a VIP.  All it takes is a digital camera, digital photo frame and a VIP sign.

Before our customers leaves, we ask them if they would mind having their picture in our “VIP Gallery”. We take the memory stick out of frame, put in camera, take picture, stick back into frame, done.  End result, a 24/7/365 day rotation of all your Very Important Partners.

Before long guests will be asking what it takes to get their picture in your gallery.  You can smile, tell them it is reserved for your Very Important Partners and then tell them you would be honored if you could add their picture.

Leave a comment and tell me how do you make your customers feel special?

Have a Wonder-filled day,

Donna Flanagin

Random Me:  My first car was a 1969 Red Chevy Camero Rally Sport with white interior. Wish I still had that car today.

Disney Institute – Everything Speaks

This sign is on display in our business as a daily reminder to our employees.  What does it mean?  What do you think it means?

Everything you say, everything our customer sees, speaks volumes about our company. Every point of contact matters.

While browsing a garden center, you notice too many plants are dead or dying, what is your impression?  Before eating at a  restaurant,  you notice the silverware is dirty, what are your first thoughts?

The Disney Institute challenge… look through the eyes of your customer.  Walk through your own front door, what do your customers see?  Ask a friend to call into your company phone system, how were they treated?  Did your phone system put them into the endless loop to nowhere?

It might be eye-opening.

Take the challenge and leave a comment about what is revealed about your company.

Have a wonder-filled day,

Donna Flanagin

Random me: I’m a morning person.

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.

Disney Institute – Points of Contact

This post is about how the Disney Institute transformed a small business in Indiana.

During  the Disney Institute workshop, we were instructed to list the points of contact with our customers.  A point of contact is any representation of the company that a person comes in contact with;  phone calls, meetings, brochures, even your parking lot.  The goal is to turn each contact into a positive experience.

While making my list,  I had a thought.  How could I put a smile on my customer’s face even before they walk in the door?  What would let them know we appreciate them and that we have a sense of humor even before we greet them?


The signs are working even better than I anticipated and are receiving so many positive comments.  The funniest comment was from a gentleman who said,  “I don’t appreciate being asked to park in the rear, do you know what a long walk that is?”

Doing business “The Flanagin W.A.Y.”  (We Appreciate You)

Have a wonder-filled day,

Donna Flanagin

Random Me: My favorite color is sky blue

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