Kris welcomes Vance Morris, former security guard turned Disney leader and successful entrepreneur, for a trip to the happiest place on earth — great customer service! Vance helps business owners get, serve, and keep clients for life through creating experiences and response-required marketing. He shares real-world strategies to delight customers, build community buzz, and drive word-of-mouth referrals.
In this episode, Vance breaks down Disney's hiring and training magic and the "why" behind it, how it transforms the customer experience, the role of linertainment, and how to make operational consistency actually fun, all with a lens on how these lessons can translate to the early education business. He also walks through the steps to Disney-fy your business and opens up about how to navigate loneliness in leadership.
Key Takeaways:
[2:53] Kris and Vance agree — no cell phones out in the water, unless you are playing music!
[7:11] Vance talks about the changes at Disney, including the increase in employees and the impact on customer service.
[15:22] The importance of addressing leaky holes in the business process and improving customer experience through small changes.
[15:30] Gifting and reciprocity in building customer loyalty and trust.
[16:57] Disney's "linertainment" or the entertainment that helps people stay energized and happy while they wait in line.
[19:09] The "what, how, and why" at Disney and the importance of running things on a system and process.
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