 Overcoming
the Nasty Pirate
My
friend took his son Tommy to Disney-land, hoping for
a photograph with Captain Hook. But just as it reached
Tommy’s turn in line, the photo session ended
and Captain Hook stalked off making gruff noises suitable
for a pirate.
Little Tommy broke into tears.
Another Disney cast member came along to soothe the
boy, gave his parents vouchers for a free dinner in
the park and took some additional information.
When they returned to their hotel room that night, a
colorful card was waiting on the pillow with a picture
of Peter Pan on the front. Inside was a handwritten
note:
Dear Tommy, Captain
Hook can be quite nasty sometimes. After all, he is
a pirate! I hope you enjoy the rest of your stay with
all of us at Disneyland.
The card was signed ‘Peter Pan’, and is
cherished today by Tommy (and his parents) more than
any old photograph with that nasty Captain Hook!
Key Learning
Point
Put positive emotion
and a personal touch in your service recovery efforts.
Customers will remember and cherish you forever.
Action
Steps
The next time something
goes wrong for your customer, colleague, friend or family
member, make a very special effort to set things right.
Be a generous and magical Peter Pan, not a stingy pirate!
Take the extra time to do something special, different,
memorable and rewarding. You, too, can be someone’s
new favorite character in the park.
Next Article in Customer Service Innovation >>
How to Stand Out From the Crowd
First Article in Customer Service Measurements >>
'A' is For Outstanding
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