Client Service 101: How best to treat clients as modeled by the concierge at Disney Beach Club:
Always be one step ahead of your client
When we arrived the concierge called the kids by their first names (without our prompting) and said that Mickey had told him we were coming (much like Santa knows everything)
Have a simple freebie to excite the client
The concierge gave the kids Mickey stickers which they immediately applied to their jackets
Provide a sense of anticipation about the journey
The concierge hyped up all of the amenities of the hotel and theme parks so the kids were about to explode
Make the client feel safe
The concierge told the kids that if we (as a family) were to get separated; they were not the ones lost, we (the parents) were and that they should inform the park staff that "we" wayward parents were lost "again".
Make the client feel like he/she is in on a secret that only a select group knows
The concierge took our kids aside and told them of a couple of secrets around the building for them to look for and show us (finding all the mickey mouse symbols in the building for example)
Give your clients the "royal treatment"
The hotel provided breakfast in the morning, Mickey cookies and snacks at 3pm, appetizers and drinks (sodas, beer and wine) at 5pm, and evening dessert and aperitifs at 8pm. Oh yeah, and mints on the pillow.
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