Let me explain...

Even though I worked at Walt Disney World in Orlando for 13 years, I still like to vacation there.  The attractions are great, the place is clean and the people are super-nice.  I had the pleasure of visiting again this past weekend.

I was ordering lunch for my family at a quick service restaurant at Disney's Hollywood Studios on Saturday.  A routine order placement turned into a very nice conversation.  The hostess who was taking my order (and my money) was from the University of Oklahoma.  She noticed my University of Florida T-Shirt and began a very friendly conversation with me about college football.  She spoke of this years teams and we bantered back and forth the season.

As I was waiting for my food, I overheard her talking with the next person in line with the same amount of excitement and sense of discovery.  He was from England, and they also engaged in witty banter that put a big smile on the customers face.

While this type of friendly service would be considered out of the ordinary at most quick service establishments, it is expected at Disney.  No matter where you go on Disney property, you expect to get excellent service.  It is part of their brand.  Wouldn't it be nice if people had an expectation of excellence from your company?

I mention this because no company is perfect.  There are going to be slip-ups along the way.  Click HERE to read about a Disney customer who recently had a very bad experience due to one bad employee.

As a leader, you need to make sure that every employee on every day is at their best.  Employees are human, and things happen.  However, I see too many employees in too many establishments that should NOT be in the customer service industry.

One bad apple...

As a leader, you need to get these employees trained, or you need to get rid of them. 

Your company's brand depends on it...