You walk into your church on Sunday morning and see a piece of trash on floor. What do you do? On your way to your Bible study class, you see a young couple with three small children who appear to be confused and looking for the right place to go. What do you do? If you choose to accept responsibility in the two instances above---disposing of that trash in a refuse container and taking the time to get the couple to the places they need to be—the philosophy behind The Experience: The 5 Principles of Disney Service and Relationship Excellence will seem like common sense and second nature to you. Bruce Loeffler and Brian Church have drawn on their time with the Disney organization to put together a book which is much a checklist as it is a narrative. They provide additional examples of superior experiences from other organizations such as the Ritz-Carlton Hotels, Tractor Supply Company (TSC), and Starbucks that are known for their customer s...
Comments from a Christ-follower on things that matter to him