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How to Win Back Lost Customers

Sunday, April 22, 2018
posted by Jody Maberry 1:00 AM

When you lose a customer, is it possible to win them back?

Yes, it is possible, but don’t even try to win a customer back unless you are ready to have them back.

They left you for a reason. Fix the issue that caused them to leave in the first place. Only then, should you try to win a customer back.

And when you know you are ready to have them back, treat them like a VIP (very individual person). If you are in a position to do so, go see him or her in person. Don’t settle for sending an email or text message. Definitely, don’t wait for them to come to see you. It won’t happen. And it is your responsibility to fix it. Own your mistake, face to face.

Once I was an hour late for a speech. Immediately I told my customer I would deduct $5,000 from the speaking fee. They didn’t ask for the fee reduction. They didn’t expect it. But it was the right thing to do. I didn’t serve the customer to the level I should have. It needed to be handled professionally.

Professionals want to take a bad situation and make it right.

So if you want to win a customer back, you need to fix the problem first. Then be professional and personal. You might win the customer back.

How to Stand Out in Your Job

Tuesday, April 17, 2018
posted by Jody Maberry 1:00 AM

Often, people ask me how to stand out in their job.

Perhaps they want to know a secret. Something no one has told them before. But it is no secret. Most people know what to do, but they don’t.

If you want to stand out, focus on the basics. If you focus on these five things, you will stand out above anyone else you work with;

First impressions are important.

Be an expert in something

Find a way to get better every day.

Add value above what is expected of you.

Have a great attitude.

Be better than everyone else. Get to work early, raise your hand to take on the hard tasks, work when your boss needs you to work, be willing to do long stretches of hard work when it is necessary.

To give a simple answer…raise your expectations for your performance. Now try to meet those expectations. Keep expecting more of yourself.

If you want to hear more on this topic, listen to this episode of the Jody Maberry Show. I also contribute some insight on that episode.

In this episode, we mention Magical Vacation Planner. If you want to take a trip to Disney, you will want to talk to them. You can even fill out this form to get more information.


Creating Magic with Gratitude

Tuesday, April 10, 2018
posted by Jody Maberry 1:00 AM

Want to create a magic environment around you? Start with gratitude.

When you are around someone who is grateful, you can feel it, can’t you?

I used to think about what I didn’t have and complain about it. At some point in my career, I became more grateful for what I do have. You know what, life became more enjoyable.

When you are grateful for what you have, you begin to treat people better. People around you seem to be happier. It is like taking magic with you everywhere you go.

Gratitude is not limited to individuals. Organizations can be grateful, too. At Disney and Marriott, leaders go out of their way to make sure people matter and know they matter. Disney is the cast members. We appreciate them and in turn, cast members appreciate Disney.

Gratitude in your organization begins with you. Even if you are not at the top of the organizational chart, you can intervene and make the environment around you better.

Facing the Truth About Bad Hires

Tuesday, April 3, 2018
posted by Jody Maberry 2:00 AM

Too often, when we have a bad employee, we assume we made a great hire and something then went wrong with the employee. The truth is, you made a bad hire.

It is hard to admit, but it is true.

In this episode of Creating Disney Magic, we talk candidly about hiring and firing.

If you want to build a great culture, you have to face the truth about bad hires and put an end to it.

In this episode, we reference Carol Quinn and her book, Don’t Hire Anyone Without Me.

To go deeper in this topic, listen to this interview I did with Carol Quinn on the Jody Maberry Show.

If you want to find out more about the upcoming event in Orlando, CLICK HERE.

Does Getting Fired Ruin Your Reputation?

Tuesday, March 27, 2018
posted by Jody Maberry 1:52 AM

Getting fired can feel like a big deal. It can feel like a blow to your confidence and your career.

When I was younger, I took a job I shouldn’t have and it led to me getting fired.

It felt awful, of course. But it turned out to be the best thing that happened to me.

One thing you are concerned about after getting fired is if it has ruined your reputation.

After I was fired, I was hired by Marriott. They did not care I had been fired. Next, I was recruited by Disney. By then, having been fired was a non-issue.

If you have been fired, don’t worry about taking the hit. Your career is long. Get up and get back at it.

When you apply for your new job, be honest. Face what happened. More people have been fired than you expect.

When I interview people, it doesn’t bother me if someone has been fired or quit a job.

Is it Unrealistic to Have Big Dreams?

Tuesday, March 20, 2018
posted by Jody Maberry 1:00 AM

Walt Disney was a dreamer. Some would say he was unrealistic. Some would say he was unreasonable.

But without his dreams, there would be no Mickey Mouse. No Snow White. No Disneyland or Disney World.

If you have big dreams, people are going to tell you that you can’t do it or you are being unrealistic.

Remember, when someone tells you something can’t be done, they are talking about their limitations, not yours. Don’t listen to them. Take your shot so you don’t have regrets later in life.

People who create change don’t listen to the negative people. Block them out and find ways to make things happen.

One-Day Mastermind Event in Orlando

Tuesday, March 13, 2018
posted by Jody Maberry 8:47 PM

I am hosting a small, private one-day mastermind style gathering in Orlando.  It will be a small group where everyone will get time to discuss their challenges and opportunities. You will get face to face time with me. But you will also be in a room of like-minded people who can offer input from their knowledge experience, too.

This is why I say it is a Mastermind style event. It is not me on stage giving a presentation. It is us sitting together talking about specific situations in your business or career.

My partner and host of my podcast, Jody Maberry, will be there, too. So we can record some episodes of Creating Disney Magic together if you want to be a part of an episode.

Rather than meet in a boardroom, we are looking at a more private setting. Details on the specific location will come later.

This is the first time I have done an event like this.

You can find more details here. The date is April 28th. We will spend the day together at a private room at Urbain 40, a wonderful restaurant only 6 miles from Disney Springs.

We will spend the day together talking business and creating magic and finish our time together with dinner and cocktails.

There are only 2 spots open for this event. Don’t miss your chance to join me for this mastermind style meeting in Orlando on April 28th. You can sign up here.

It’s Time to Take Care of the Customer

Tuesday, March 13, 2018
posted by Jody Maberry 1:00 AM

On this episode of Creating Disney Magic, a listener asks what I think is the biggest opportunity for the service industry.

We’ve tried everything else, now let’s take care of the customer.

No gimmicks. No marketing campaign. No technology. Just people taking care of people.

To make this happen, you have to stop relying on your business strategy and develop a leadership strategy.

In order to take care of the customer, you need the right people. To hire and retain the right people, you need the right leadership.

Leadership is the difference between being average and being great.

Don’t Stay Where You are Not Happy

Tuesday, March 6, 2018
posted by Jody Maberry 1:00 AM

This week I answer two listener questions. Although the details are different, both questions are in the same line of “my boss doesn’t listen”.

Yes, it happens. There are some lousy bosses out there. People are insecure. Insecurity in leadership leads to some bad behavior.

If you find yourself in this position it can make your life miserable. And my advice is simple, don’t stay where you are not happy.

Of course, it is simple to say and hard to act on. I understand many people are not in a position to do something about it. You have financial obligations. You have a family. You are scared. The job you hate is more secure than not knowing what will happen.

But what are you giving up by staying? If you are not respected and appreciated in the workplace and you stay, you will regret it someday.

Don’t tolerate it. Can you imagine retiring after 40 years and realizing what you gave up? It happens every day. Don’t let it happen to you, too.

Planning for Disruptions

Tuesday, February 27, 2018
posted by Jody Maberry 1:00 AM

If your organization has not experienced a major disruption in the past couple of years it is coming.

Technology changes so fast, you may not even see the disruption before it hits. Look at what Amazon and Uber did to other businesses in their industry.

The key to being ready for these disruptions is to plan for them. Even if you don’t know what the disruption is, you can plan on being disrupted.

Get a group of people from your organization together. Pick a possible disruption. Work through the problem from start to finish. How will it impact your business? Let everyone share as you uncover unintended consequences. Talk about what could cause people to no longer do business with you.

If you anticipate disruption you can prepare for it.