Making magic: Simon T. Bailey on the platinum service principles that create lifelong customers

At Disney, new joiners spend their first couple of days at Disney University. They learn the ropes, get sprinkled with pixie dust, and come out singing. (It is Disney, after all.)

While we can’t all attend Disney University, there’s something to be said about cultivating a spirit of magic and joy at work. The magical moments we create for our teammates and customers every day – by making people feel valued and heard or going the extra mile – can have a lasting impact.

During his time working at Disney, Simon T. Bailey, renowned speaker, coach, and author of Be the Spark: Five Platinum Service Principles for Creating Customers for Life, had a life-changing realization about just how impactful those moments can be. In the bustling summer season when it was all hands on deck, Simon recalls being asked to sweep the streets of the Disney World theme park. After a day of working and speaking to guests, he had a revelation: the real reason he was sent to the park wasn’t to sweep at all. It was to have the opportunity to create magical moments for the families who had traveled far and wide for this once-in-a-lifetime experience.

This pivotal point in Simon’s career taught him something very valuable: the importance of creating a platinum service moment – one that transcends the traditional gold standard and leaves a lasting impression with your customer.

Since then, Simon has shared a wealth of knowledge and insights on how companies can embody the principles of platinum service to create customers for life, which is exactly what our VP of Customer Support Declan Ivory spoke to him about in the latest episode of The Ticket podcast.

Here are some of the key takeaways from the conversation:

• The bar for great customer service has been raised: The platinum standard is the new gold standard. Creating memorable customer experiences is about personal connection and engagement, not just completing transactions.
• Employee empowerment is key: Fostering a positive workplace culture where employees feel valued and empowered is crucial for delivering exceptional service. This includes recognizing individual contributions, understanding what motivates employees, and sharing success stories to inspire and drive performance.
• Leadership sets the tone for service excellence: Simon highlights the role of leaders in modeling the behavior and values that enhance customer and employee experiences, touching on common leadership pitfalls – such as micromanagement and lack of appreciation – and how to avoid them.
• Customer love is a mindset: Genuine connections with customers can drive loyalty and advocacy, which have a lasting impact on your business’s bottom line.
• It’s important to cultivate resilience: Resilience is a valuable trait in the customer service industry, enabling teams to bounce back from challenges, maintain a positive, solution-focused approach, and continue providing high-quality service.

If you enjoy our discussion, check out more episodes of our podcast. You can follow on Apple Podcasts, Spotify, YouTube or grab the RSS feed in your player of choice.