I don't know

Do you ever have to tell your customers "I don't know" when they ask you something you don't know? Hopefully you don't lie to them.

One of the lessons learned as part of my Disney Institute program on Quality Service involved how some questions get answered.

If a question was asked that could be answered, the answer began with "That's a good question." If it couldn't be answered immediately, the response began with, "That's a great question." And they would proceed to find the answer. If a question was asked that dealt with sensitive information, the response was usually "That's an excellent question" and that was it.

What do your customers expect from you? How you respond when you don't have the answer will determine whether or not they will become customers for life.

And isn't that what we want?

Good Service vs. Great Service

The Disney Institute recently put out this request on Twitter and Facebook. 


"In a word or two, reply to tell us what you think distinguishes good service from great service."


Here are some of the responses received from around the world:

• Great people
• Faith in God
• Responding to customers' needs
• Attention to Detail
• Attitude to SERVE
• Extra effort
• Listening
• Commitment
• Passion
• Never having to ask for something twice
• Sincerity in helping
• Exceed Expectations

That's some list, isn't it? See anything on the list you could be working on? Don't your customers deserve everything on this list and then some?


It basically boils down to how you want to be treated. If you want GREAT service, start by giving GREAT service.