Service Excellence Isn’t a Goal – It’s a Requirement
Service Excellence is not new to Disney. It’s the core on which its parks and resorts around the world were built. MMG service experts, Anthony Calleo, Chuck Salvo, Adam Tijerina, and Barry Jacobson share their insights and stories on bringing service excellence to life.
Anthony believes, “Employees are the heartbeat of your brand. Engaged employees don’t just perform tasks—they bring your brand to life in every interaction with customers, embodying its values and mission. A robust Employee Experience directly influences how your brand is perceived externally. When employees feel valued, supported, and aligned with your company’s purpose, they become natural ambassadors of your brand. Enhancing employee engagement directly impacts customer service, as motivated and valued employees deliver exceptional experiences. When employees feel connected, appreciated, and supported, they go above and beyond, bringing your brand’s promise to life in every customer interaction. A critical key to enhancing employee engagement is creating opportunities for employees to contribute their unique perspectives on the customer experience, celebrating their contributions, and ensuring they feel connected to the company’s vision. Remember, a thriving internal culture is the foundation for exceptional customer service. Invest in your people, and they will invest in your customers, reinforcing your brand at every touchpoint.”
On the subject of employee empowerment, Chuck shares, “It is the natural outcome of superior engagement, which hinges on a clear understanding of a shared purpose. One of our clients, a leader in production and manufacturing with over 1,000 employees, exemplifies this through a unique management approach. What sets this organization apart is its lack of traditional leadership roles—yes, you read that right, no leaders. Instead, every employee is guided by their Personal Commercial Mission, which serves as their “boss”. Each employee is responsible for gaining agreement within their sphere of influence and achieving their individual mission, which ultimately aligns with and supports the company’s overarching mission. The results speak for themselves: this company is number one in its industry. While this approach might not suit every organization, consider the impact of all your employees truly understanding their purpose. How much happier, more engaged, and ultimately more profitable could your organization be?”
Adam also shares, “In today’s world, guests are seeking more than just a product or service—they crave experiences that leave them saying Wow! Whether it’s a theme park adventure, a family vacation, or even a visit to your local coffee shop, the small moments create BIG memories. So, how do you deliver that wow factor? It starts with knowing your audience. Anticipate their needs, and then exceed them! Add unexpected surprises, engage all the senses, and make every interaction personal. At the heart of it all is connection. Guests remember how you made them feel long after they’ve left. By focusing on delivering exceptional experiences, you’ll not only delight your guests but turn them into lifelong fans. It’s not just about customer service—it’s about crafting magical moments!”
Continuing on the subject of creating magical moments, Barry knows how you can be deliberately different when it comes to making your customers and employees feel special. “It’s all about creating memories that are customized and personalized to make a guest feel special.” Here’s an example, someone in a group is celebrating a birthday at a restaurant. Ask the organizer if they know what the celebrant’s favorite dessert might be and if they have the recipe for the confection, have your Pastry Chef create the dessert. One of my favorite magical moments created by the service team was during a birthday celebration for a Club Member dining at a private club I was operating. The dinner party was organized by his wife and included all family members. We always wanted to exceed expectations. Our Baker was able to make the Club Members late mother’s pecan pie and banana pudding, and all of the guests left with Mom’s recipe cards. That night, tears of joy were shed along with a lasting memory of the evening.”
