Success that starts with leadership and continues with having the right people makes complete sense – but all of that doesn’t mean much if your clients aren’t satisfied. And that’s the third piece in Disney’s philosophy.
Disney’s strategy is to exceed their guests’ expectations by paying attention to every detail of the delivery. Paying attention doesn’t cost money, just time – and that’s something that firms can be doing as well. While I recognize that time does equal money for law firms, what Disney says next makes sense – there can be big wows (like building a new rollercoaster), but paying attention to the small details changes the experience – it’s easier to do 100 things 1% better than to do 1 thing 100% better. When you link all those little wows together, you create a big wow.
Continue Reading Success Requires Client Satisfaction – the Disney Philosophy