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...Newspapers aren't sold on Disney property because the company doesn't want gue...h surveys. Although insurance isn't amusement and we aren't the Disney corpora...

... and never functioned as a CSR. Knowing what you want other people to do and how you want them to do it is very different from being able to effectively teach them the necessary skills and motivate them to learn. Attitude counts. Newspapers aren't sold on Disney property because the company doesn't want guests to be in a bad mood from reading negative articles. What do we do to focus on positive attitudes in our agency? How do we motivate our staff members? Being friendly is important. Guests at Disney continually fill out ... wonder if we've helped our staff members to understand that? Have we told them that appearance, grooming, listening, and organizational skills send a powerful message to customers? I wonder how our staff would rank if our customers filled out such surveys. Although insurance isn't amusement and we aren't the Disney corporation, we can and should focus more time and attention on customer service excellence. Start by creating an agency that has customer service as its core. Root everything the agency does, on a collective or individual basis, in the ... that the main quality control system for customer service in the agency business is Errors & Omissions insurance. As an industry, we need to do more and do better at service. We should take lessons from customer service leaders like the Walt Disney Co. Disney theme parks get consistently high marks for service, despite the fact that they deliver that service via a young, minimum-wage staff who work in the blazing sun amid continually changing, technically sophisticated attractions, and which cost guests more money in a few hours than most of them ...