Disney has taken the small moments of truth to an even higher level. They understand the importance that these small moments of truth have on their customers. They train their cast members (Disney’s term for employees) to acknowledge the guest (Disney’s term for a customer) with a smile or facial expression if within ten feet. If the cast member gets within five feet of the guest, they are to acknowledge them verbally. All of the little moments of truth, combined with the major ones, with the addition of the product or service your organization is selling, add up to the overall level of a customer’s satisfaction. (Shep Hyken, Moments of Truth, Misery and Magic)
Our most recent magical experience occurred just last week. We had no plans to visit Walt Disney World, but we were taking refuge due to the loss of power and tornado damage at home in Alabama. As Disney Vacation Club members, we were able to make reservations on short notice. At check-in at the Animal Kingdom Villas, we chatted with the Cast Member behind the desk. Little did we know, she would become our Fairy Godmother. We were thrilled when she found us a Savannah view room, since we had only planned to enjoy the resort for a few days and did not have park passes or plans to get any, not knowing what expenses awaited us when we returned home.
After we were settled in our room, we received a visit from a manager. Our Fairy Godmother had shared our story. He brought our daughter a lollipop and a stuffed baby giraffe as well as park passes for us all to enjoy some Disney magic during our stay. We were in awe! That evening, we ordered room service for dinner since there was a long wait at Sanaa. When our meal was delivered, we were surprised that it included an additional appetizer, compliments of the front desk. We felt overwhelmed by the kindness and care we were given during our time of uncertainty. These Cast Members went WAY above and beyond to take care of us when we felt blessed just to be safe and together! (PJ Pettigrew, The Magic of Disney—Why I believe in Magic)
These are two great stories of Disney creating a moment. Now, I don’t believe in magic, but after reading these stories I can see why people do. What should be common courtesy and selfless acts have turned into magical moments because people just don’t do that anymore.
What does that mean for me a children’s pastor. Here are some easy ways to create moments:
1. Spend a little extra time talking with people.
2. When you find out a family is going through a tough time, take time to listen and comfort.
3. Provide that scholarship for camp that a family wasn’t expecting to get.
4. Send handwritten birthday cards and missed you cards in the mail.
5. If you use any special characters in your services that the kids love, find creative ways for kids to interact with them outside of service.
6. Think of all the “common courtesies” that aren’t so common anymore and do them.
It doesn’t have to be expensive—it just has to come from the heart. At the end of the day people just want to know that you genuinely care for them and their family.
What are some moments to remember that you would add?
PJ
