From Disney Frontlines to Leadership: Lessons That Stick with Cheryl Christensen

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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:

1. What is the best way to handle customer outreach after a bad experience?  
2. What three job responsibilities should every employee in a service company share?  
3. How does servant leadership boost employee engagement and retention?  
4. How can companies turn customer complaints into operational improvement?  
5. What is the best way to handle customer outreach after a bad experience?  

Top Takeaways:

• Every job, even the simplest ones like bussing tables or cleaning up, can help build leadership skills. Every workplace is a place to grow. When employees are given opportunities to contribute, develop new skills, and take on challenges, a temporary job can become the beginning of a bigger career.   

• Every employee should be empowered to do the job they were hired to do, take care of the guests or the customers, and pay attention to what needs to be done around them.    

• Great experiences are not the responsibility of one department. When employees consistently take ownership beyond their immediate tasks, service becomes part of the culture rather than something confined to the customer support department.   

• A complaint is an opportunity to improve the experience. Responding directly, acknowledging the customer’s frustration, explaining what happened, and finding a way to repair the relationship, like inviting them back, can turn a negative experience into a positive one.   

• The most valuable feedback does not have to come from a formal survey. Sometimes, it comes from employees who work with customers every day and see what delights or frustrates them. Collecting this feedback can help create insights that turn into actions that can improve customer experience.   

• Leaders who notice employees’ talents and give them new challenges help create a place where people want to stay. Because growth is one of the most important things that keeps employees motivated, leaders need to provide an environment where employees feel they can learn new skills and will be rewarded for their effort.   

•  Plus, Shep and Cheryl share customer service stories from her 37-year career journey at Disney and her current role at Gathering Place. Tune in!   

Quotes:

 ”Get hooked on your organization’s magic. When your skills are recognized, and you’re placed in roles where you can truly contribute, it creates meaning for you and the company. Always look for new ways to contribute and go beyond your basic role.”  

  ”Actively reach out to customers and thank them for their feedback. Explain problems honestly or let them know you’re working on solutions. Whenever possible, invite them back to replace negative memories with positive experiences.”  

  ”Be passionate and love what you do. You don’t have to go to work every day. You get to go to work every day.”    

About:

Cheryl Christensen is the Sr. Vice President of Operations at Gathering Place. She had a 37-year career with the Disneyland Resort, where she held leadership positions in Operations and Human Resources. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.