How to answer the 'When is the 3 o'clock parade?' question

Every company wants to provide great customer service, but sometimes it's hard - especially when consumers ask a question that appears to have an obvious answer.

There is one place where the employees take a different approach to the response: The Magic Kingdom at the Walt Disney World Resort.

Disney cast members are frequently asked "What time is the three o'clock parade?"With their theme park knowledge and training, they look beyond the initial question and get to the heart of what people really want to know - which provides a unique opportunity to deliver the kind of customer experience that builds a lifelong relationship.

Instead of simply stating the answer - three o'clock - to excited and distracted guests, cast members stop to ask questions and then personalize the guests' experience. They offer suggestions about what time the parade will pass by certain locations in the park, suggest possible locations from which guests can view the parade, and even recommend places to take a break or when to leave the area of the park to see the parade on time.

Cast members are trained to understand that exceptional customer service isn't possible without a clear understanding of what customers need and want - as well as the ability to respond accordingly in the moment.

Think about your company's own "3 o'clock question." If you own a restaurant, the question could be about how much an entree costs - even though it's clearly labeled on the menu. Instead of having employees simply state the price, you should encourage them to gauge if the customer is looking for a recommendation or a more budget-friendly option.

Empower employees to anticipate it and provide a response that exceeds your customer's expectations. Training leaders to reinforce the right behaviors that support exceptional customer experiences at every level will help your company stand out.

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