I went on vacation this summer to ‘Wine Country’ in my home province. Fabulous weather! Amazing scenery! GREAT wine! We stayed at a very expensive resort that had beautiful pictures on their web site. They advertised the resort as being the best of the best.
When we arrived I noticed that the resort was in a breathtakingly beautiful location. The building appeared to be very new. At check-in they even gave us a complimentary bottle of wine. Our room was nice.
However, there were little things that completely blemished the experience (And… after all it is ALL ABOUT the experience when you are traveling!). For example… I noticed a wrapper from a piece of chewing gum in the hallway on day one.
Day two it was still there.
Same for day three and day four.
For four days that gum wrapper stayed on the floor. Housekeeping staff walked by the gum wrapper hundreds of times during the four days. No one picked it up.
A staff member was even walking by when I took a picture of it…
Walt Disney once said:
“Do it so well that when people see you do it, they will want to come back and see you do it again and they will bring others and show them how well you do what you do it.”
At Disney theme parks it said that a piece of garbage never stays on the ground for longer than 7 seconds.
If you want to deliver magic – the kind of magic that customers will pay more for, your team needs to understand what that magic looks like. And… they need to be reminded of it everyday (Like brushing your teeth).
As a leader you can deliver magic by making sure that you have: