Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Fri Oct 19, 2007 4:41 pm Post subject: The Show
Anyone who has been fortunate enough to have taken a Disney cruise may also have attended their session on “Imagineering.” This is part of the onboard entertainment and an engineer [Disney calls them imagineers] talks about the Disney philosophy. It was one of my favorite parts of the cruise.
One of the things that Disney spends a great deal of time on is called “The Show.” This is basically anything that the guest sees, hears or experiences. Their wish is to keep every part of the experience positive and consistent. What they have realized is by controlling the inputs they have far more control over the output. The output being a pleased guess who will return and recommend others. In that respect, they are no different from most of us in the auto repair trade.
How Disney controls “The Show” is a mixture of training, design and maintenance. Employees [Disney calls them cast members] are taught the philosophy from day one. They are taught how to present themselves in a manner consistent with “The Show” when in the pubic eye. This does not just happen. Instead, their people must understand what it is they are trying to accomplish and have the training and resources to accomplish it. This they do have and do a great job.
I feel in the auto repair shop “The Show” might be a look of professionalism, dependability and trustworthiness. A consistent and professional appearance of every thing the client comes into contact with. The manner in which the staff interacts with the client. Even the waiting area, paper work, shop area, uniforms, colors chosen and on and on play a part. The question is not whether or not “The Show” exist, it does. The question is if the story told is the one you wish your clients to see?
Posted: Fri Oct 19, 2007 5:13 pm Post subject: Re: The Show
louis wrote:
How Disney controls “The Show” is a mixture of training, design and maintenance. Employees [Disney calls them cast members] are taught the philosophy from day one. They are taught how to present themselves in a manner consistent with “The Show” when in the pubic eye. This does not just happen. Instead, their people must understand what it is they are trying to accomplish and have the training and resources to accomplish it. This they do have and do a great job.
So, wouldn't it be easier to just establish an incentive system? If the employees do it, they earn a spiff or bonus. You know, a weekly bonus for quality and no comebacks, another one for productivity, etc. That way, it takes responsibility off the managers to actually make all that happen.
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Just kidding.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Oct 23, 2007 3:25 pm Post subject: Re: The Show
Bud wrote:
So, wouldn't it be easier to just establish an incentive system? If the employees do it, they earn a spiff or bonus. You know, a weekly bonus for quality and no comebacks, another one for productivity, etc. That way, it takes responsibility off the managers to actually make all that happen.
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Just kidding.
Hi Bud,
What an idea!
I think many small businesses have no concept of this philosophy. Marketing gets client in the shop. From there "The Show" takes over. Once the show is over the quality and value of the work brings them in the next time. It's a three step process and if a step is missed, the results will show it. Nothing kills a bad business faster than good marketing.
Posted: Tue Oct 23, 2007 5:46 pm Post subject: Re: The Show
Quote:
a three step process and if a step is missed, the results will show it. Nothing kills a bad business faster than good marketing.
That is one reason I've been hesitant to write much advertising for independent repair shops. Like the postcard I did for the dealer, I can write ads that generate record responses. But when the customers come in they are subjected to the same old bad service.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Oct 23, 2007 6:37 pm Post subject: Re: The Show
bud wrote:
That is one reason I've been hesitant to write much advertising for independent repair shops. Like the postcard I did for the dealer, I can write ads that generate record responses. But when the customers come in they are subjected to the same old bad service.
Sort of like doing the perfect alignment on a vehicle with worn out, out of round and mismatched tires. It still doesn't drive very well.
Years ago I had a friend that had a Mexican restaurant. Great food, a mixture of Mexican and Cajun. The service was also great, but he was in the old part of town. Business was not very good. I did a few radio spots for him, because he's such a good guy. He said the increase in business was phenomenal and most of the new clients continued to come in.
The package only draws interest, the product has to be there too.
I'm putting together a post on where do 'customer rating systems' come from. Just a simple illustration of how basic business practices get twisted, misconstrued and missapplied. It will start to illustrate why most advertising done by repair shops does not work well.
Joined: 17 May 2007 Posts: 38 Location: New Iberia, La.70560
Posted: Wed Oct 24, 2007 8:40 pm Post subject:
Hi Bud,
Bud Wrote
Quote:
I'm putting together a post on where do 'customer rating systems' come from. Just a simple illustration of how basic business practices get twisted, misconstrued and missapplied. It will start to illustrate why most advertising done by repair shops does not work well.
The shop needs additional work to support my prospective techs. Although many years were spent in sales and management, I know little about marketing and less about advertising. I patiently await your post.
Joined: 17 May 2007 Posts: 38 Location: New Iberia, La.70560
Posted: Wed Oct 24, 2007 8:46 pm Post subject:
Hi Louis,
What do you think of this idea? The shop will take Regina, the two boys and myself to a training experience at Disney World. What a novel idea, don't you think.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Thu Oct 25, 2007 6:34 am Post subject:
slimmv wrote:
Hi Louis,
What do you think of this idea? The shop will take Regina, the two boys and myself to a training experience at Disney World. What a novel idea, don't you think.
Tell Elaine, "No Cruise"!
Thanks
Hi Mike,
No Cruise? I was just going to ask you about the AGCO/VCI Christmas Cruise. Drat, be sure to ride Rocking Roller Coaster while at MGM
Seriously, a great deal about people skills and presentation can be learned by watching the Disney organization. I've been to Disney over 60 times and seem to pick up some type of inspiration every time I go.
We're heading up to Gatlinburg, Williamsburg and Hershey PA at Thanksgiving this year. Man, next to work, I love vacation.
I'm putting together a post on where do 'customer rating systems' come from. Just a simple illustration of how basic business practices get twisted, misconstrued and missapplied. It will start to illustrate why most advertising done by repair shops does not work well.
The shop needs additional work to support my prospective techs. Although many years were spent in sales and management, I know little about marketing and less about advertising. I patiently await your post.
Thanks!
Louis has been trying to persuade me to start a new forum on this site dedicated to advertising.
Joined: 19 May 2007 Posts: 206 Location: Camp Verde, AZ
Posted: Sat Oct 27, 2007 3:48 pm Post subject:
Bud wrote:
Louis has been trying to persuade me to start a new forum on this site dedicated to advertising.
Bud,
Please let me to twist your arm some also. This is another area we need to learn more about. There is marketing to your existing clients. Then there is advertising to gain new people. I would enjoy hearing your thoughts, or can I hire you to do ours?
Thanks,
_________________ David Wittmayer
Owner / Manager
Hansen Enterprises Fleet Repair, LLC
Camp Verde, AZ
www.hefrshop.com
Louis has been trying to persuade me to start a new forum on this site dedicated to advertising.
Bud,
Please let me to twist your arm some also. This is another area we need to learn more about. There is marketing to your existing clients. Then there is advertising to gain new people. I would enjoy hearing your thoughts, or can I hire you to do ours?
Thanks,
It would be easier for me to fix your present advertising and let you measure the results from that, than to come up with a completely new campaign.
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What an idea! 
