Please put your shopping carts where they belong! How to be a customer, the right way

03/08/23 • 37 min

We talk about the difference between courtesy and respect, guest recognition, and guest etiquette. I co-host with Gregory Mills and get his take on situations where it's the most appropriate to leave feedback or recognize guest service employees who go above and beyond. We also get his take on what pet peeves he has with other guests when deboarding planes, going to the movie theatre, or a coffee shop.

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#customer-service #guest-service #career-advice
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"Les is More - The Art of Guest Service" does not claim to represent the Walt Disney Company, Planet Hollywood, or Warner Brothers Store in any way. Though Les Tsui is/was technically employed by or affiliated with The Walt Disney Company, Planet Hollywood, and Warner Brothers Store, the views and opinions showcased on this podcast are not endorsed by Planet Hollywood, Warner Brothers Store, The Walt Disney Company, or the Walt Disney World Resort.

For official Disney information, visit Disney directly.
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Previous Episode

It really was Agatha all along - Showing kindness to someone in need

The old saying is true, “Be kind to whoever you meet because they may be fighting a battle you have no idea about.”

We talk through a veterinary emergency experience and in the midst of finding the help we needed for our cat, a guest service hero shined through in an unlikely place - Dunkin’ Donuts.

We talk about how our side quest for coffee led us to a cashier named Agatha who loved her job and had such genuine compassion for her customers. She turned our day around with her attitude towards her job and the kindness she showed us.

Les goes into how ones’ approach to guest service can lead to moments of kindness like this and can only help the guest experience. Sometimes, the service you provide doesn’t always have to directly relate to the product you sell. Sometimes, human beings being kind to one another is exactly what’s needed in that guest interaction.

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For official Disney information, visit Disney directly.
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For official Warner Brothers Store information, visit Warner Brothers Store directly.

Next Episode

Guest service is HUGE in Japan!

In this episode, we report on experiencing first-hand what guest service is like as a customer in Japan versus the United States. We recount customer service scenarios such as retail, convenience stores, economic structure differences and even subtle body language nods that make a big difference in Japan.

Unspoken rules of Japanese culture become very apparent versus the customs of the United States. From how you pay for goods and services, to accepting a receipt at the end of the transaction, the subtle ways of Japanese guest service influence change your approach forever. It taught Les to be more proud and show gratitude for each transaction in a guest service setting.

Greg uncovers what it’s like to be in a sales environment that doesn’t depend on upselling or upgrading the buyer’s intentions. The impact it has on the customer experience is vastly different than the United States shopping experience. Do the market and customer base differences beg the question, is it better to play a long-term customer retention versus a short-term money grab?

Les and Greg talk about how Universal Studios Japan operates and showcases how the Japanese culture combined with the approach to customer service makes a huge impact on every guest. Greg witnessed that Japanese citizens have a greater appreciation and awareness of what’s happening around them and choose to react efficiently and respectfully.

This episode was sponsored by Panda Travel. Go to pandaonline.com to book your next group tour leaving from Honolulu to destinations in Japan and South Korea.

Support the Show.

https://forms.gle/tc44HsSThw2KECjd9

Follow Les on:

For official Disney information, visit Disney directly.
For official Planet Hollywood information, visit Planet Hollywood directly.
For official Warner Brothers Store information, visit Warner Brothers Store directly.