In this episode, Tiffany-Ann Bottcher sits down with Vance Morris, a former Disney leader turned customer experience expert, to uncover the secrets behind Disney’s legendary service. With experience leading teams at one of the world’s most customer-centric companies, Vance now helps businesses of all sizes "Disney-fy" their customer experience, stand out in a commoditized market, and charge premium prices by delivering world-class service.

Episode Summary

What makes Disney’s customer experience so unforgettable? More importantly, how can small businesses apply those same principles to create magic for their customers? Tiffany-Ann and Vance dive deep into the power of systems, processes, and culture in delivering exceptional service. From turning mundane business interactions into memorable moments to ensuring every team member upholds service excellence, this episode is packed with actionable strategies for business owners ready to take their customer experience to the next level.

Key Insights

• Customer Experience is a Differentiator: In a world where businesses offer similar products and services, the customer experience is what sets you apart.
• Creating Experiences from the Mundane: Every business has routine tasks—the magic happens when you elevate those into unforgettable moments for your customers.
• Systems Create Freedom: Disney thrives on simple, repeatable systems. Implementing clear processes in your business ensures consistency, efficiency, and scalability.
• Own the Customer's Problem: Employees should follow through on customer issues until resolution, ensuring a seamless experience.
• Speed Matters in Service Recovery: When things go wrong, the longer a resolution takes, the more expensive and damaging the issue becomes.
• Hiring for Attitude Over Skills: Skills can be taught, but a genuine desire to serve customers is what creates a memorable experience.
• Small Gestures Have Big Impact: Something as simple as a small unexpected gift can trigger reciprocity and increased sales.
• Answering the Phone Live is a Game-Changer: The simplest way to immediately improve your customer experience? Pick up the phone—a lost call is a lost sale.

About the Host

Tiffany-Ann Bottcher, a seasoned business strategist, podcast host, and agency founder, blends expertise in business strategy, marketing, and automation with a focus on building meaningful connections. Her mission is to help entrepreneurs scale their businesses without sacrificing their sanity.

Connect with Tiffany-Ann:
YouTube
TikTok
Website

About the Guest
Vance Morris is a customer experience expert and former Disney leader who helps businesses create world-class service strategies. As the founder of Deliver Service Now, he teaches entrepreneurs how to elevate customer experience, implement effective systems, and stand out in a crowded market. With years of hands-on experience, Vance proves that exceptional service isn’t just for big brands—it’s a game-changer for businesses of all sizes.

Website: Deliver Service Now
Linked In: Vance Morris
Youtube: Vance Morris

This episode is brought to you by Path 2 Profit Bookkeeping visit https://path2profitbookkeeping.io/

Creators & Guests

• Tiffany-Ann Bottcher - Host


• Vance Morris - Guest

00:00:00 - Introduction to Scaling Service Based Business

00:00:26 - Disney's Customer Experience Secrets

00:02:25 - Importance of Customer Experience

00:03:13 - Creating Unique Experiences and Premium Pricing

00:04:57 - Examples of Well-Done Customer Experience

00:05:38 - Congruency in Business

00:06:56 - Turning Accidents into Memorable Experiences

00:09:03 - Reacting to Mistakes

00:11:20 - Hiring the Right People

00:12:22 - The Importance of Attitude

00:14:52 - The Ride-Along Interview Process

00:17:25 - Protecting Company Culture

00:19:54 - Managing to the Contract

00:22:09 - Emerging as Leaders in Your Organization

00:24:10 - Disney Runs on Systems and Processes

00:26:17 - Implementing Systems

00:29:49 - Owning the Problem Until It's Fixed

00:34:54 - Disneyifying: Creating Experiences Out of the Mundane

00:38:17 - Answering the Telephone Live

00:46:23 - Being the Face of Your Business

00:47:53 - Tangible Tip: You Won't Profit Unless You Implement

Engage with Us: Don't forget to subscribe and leave a review to help more listeners find us! Engage with us on social media to continue the conversation on setting effective business boundaries.