Delighting Your Customers

In this 2 lecture, I have picked up valuable guidelines from big company like four seasons hotels and resorts, as well as Walt Disney.


The distinctive similarities of Four Seasons and Walt Disney are that they place their 'people', as one of the most important factor to be successful. This is very true as the employees are working at the most front line and will be the first in contact with the customers instead of the CEO or the manager. As mention in 'customers’ perception', Impression is created within a minute. In this labour intensive industry, the people certainly will create an impact on the services to the customer.

One interesting example given during the lecture that shows how providing good service can make customer’s delighted. It was mention that one of the employees (I forgot what he is working as) actually lent one of the guest his business shoes as the guest couldn’t find the suitable one and it was very late at night and shops are closed with meeting as early as 8 in the morning the next day. This employee actually polished the shoes and placed the shoes at the door of the guest and everything was on his own accord. The customer must be delighted and he would be crediting the hotel instead of the employee alone. This clearly shows how important is the ‘people’ in the company.

For both Four Seasons and Walt Disney, their way of defining service is different. Walt Disney uses terms which allow employees to remember it in a ‘magical’ term while Four Seasons uses terms which are more stern and strict. I would prefer Walt Disney way of defining Service as although it uses simple words to bring out the essence of service, employees will tend to remember them easily.