#189 | Ex-Disney Executive Shares Disney's Customer Service Process

Episode Summary: Host Angelo Roberts interviews Vance Morris, a former Disney executive turned business consultant, who reveals how Disney's customer service principles can transform any small business into a premium-priced operation.

The 17% Problem: When Vance's team called 4,000 home service businesses, only 17% answered with a live person—exposing a massive opportunity for businesses that simply answer their phones.

Disney's $180 Secret: Discover why Disney charges premium prices while delivering experiences customers gladly pay for, and how any business can apply these same principles.

Zero-Cost Marketing Revolution: How an Alabama insurance agent transformed his business by changing his phone greeting to "the agency that rocks"—instantly filtering out price shoppers while attracting ideal customers.

The Customer Journey Blueprint: Vance's systematic approach to mapping every customer touchpoint and identifying high-impact improvements that require minimal investment but deliver maximum results.

"Out of Market" Advertising: Unconventional strategies for finding your customers where competitors don't think to look—from wine in gun magazines to jewelry at horse auctions.

• Most businesses unknowingly create "sales prevention" and "service prevention" obstacles
• Home service providers can create portable sales environments to justify premium pricing
• Recognition creates connection, and connection justifies premium pricing
• Systematic processes, not personalities, ensure consistent customer experiences
• Small details often deliver the biggest competitive advantages

Vance shares his unique background as a former "birth control factory security guard" and his experience portraying Goofy at Disney events, revealing how recognition creates instant connection with customers.

1. Answer your phone with a live person immediately
2. Map your complete customer journey to identify improvement opportunities
3. Eliminate unnecessary obstacles in your sales and service processes
4. Create memorable experiences that justify premium pricing
5. Look for marketing opportunities where competitors aren't present

Former Disney executive with 10 years of experience, successful owner of three home service businesses, author of "Systematic Magic," and founder of Deliver Service Now. He helps businesses apply Disney's customer service principles to achieve premium pricing and improved customer retention.

Resources Mentioned:

• DeliverServiceNow.com for free downloads and resources
• "Systematic Magic: The Seven Magic Keys to Disney-fying Your Business"
• "Tales from the Customer Service Crypt"

Keep up with your Host: Flowpage.com/angelorobertsjr

To learn more about Vance and his Disney Strategy:

https://www.linkedin.com/in/vancemorris/

https://www.deliverservicenow.com/