10-13-2011, 12:44 PM | #1 |
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Disney training?
I caught a whiff of this today...lol. Can someone elaborate?
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10-13-2011, 12:46 PM | #2 |
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10-13-2011, 12:49 PM | #3 |
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10-14-2011, 10:38 AM | #4 |
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Is this a Chrysler program or GM?
Rocket - Is the Disney training a Chrysler program or something for GM dealers?
The reason I ask is you posted this thread in the GM section but most of your focus historically has been about CJDR stores. On a related note, I was checking IP Addresses this morning and smiled when I saw someone from GM was reading this thread. I bet they were thinking - "Disney training for the dealers? I never heard about that program...." |
10-14-2011, 10:52 AM | #5 |
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Actually they did hear of it years ago. GM brought Disney "partners" to a dealer meeting in Orlando, showed a movie of how Disney earns customer loyalty, and then GM "promoted" each dealer to sign up for in house employee training. Expensive as you may guess, and few signed up. Now, with GM holding the family jewels of the dealer, I'll bet they can sell anything to the dealers, including this happy "horse****!"
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10-14-2011, 12:34 PM | #6 | |
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Quote:
There are three AVIS locations on Disney property in Orlando (in hotels) that do over $2 million in gross sales (time and mileage plus adds) with less than seven employees per location. The one in the Hilton Lake Buena Vista does over $4 million. |
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10-14-2011, 04:17 PM | #7 |
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10-14-2011, 04:46 PM | #8 |
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10-15-2011, 10:03 AM | #9 | |
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Disney uses the term "on stage" for anytime their employees are in costume interacting with customers and there are strict rules about what they can and can't do. Chrysler was encouraging their dealers to adopt a similar philosophy for their employees who interacted with customers. I don't remember Chrysler using Disney as a training vendor like GM did in your example. Chrysler was using Ryan CSI as training vendor and dealers who had low CSI or SSI scores were "encouraged" to participate. At the time the dealers were making good money and most didn't object to the program - some just saw it as their "franchise insurance" payment. |
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10-17-2011, 08:03 AM | #10 | |
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Quote:
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10-17-2011, 08:26 AM | #11 | |
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To this day I remain amazed that Chrysler didn't do the same thing. |
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10-22-2011, 02:21 PM | #12 |
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Chrysler is not smart enough to use Disney as a training resourse. It would mean a total
revamping of they way we do business and that is really what we need. Apple is another great example of how to raise guest service to a new level and then reap the rewards of loyalty. I am a graduate of the Disney Institute and proud of it. If you are not into guest service, you will not survive. Everything you do has a guest focus component to it and continuous improvement or "plussing" is key. I have implemented several key components of the "Disney Way" into my dealership and I know our customers/guest appreciate the difference. It is not a rides and Mickey Mouse down at the world. These guys make money the old fashoned way...they earn it. i i |
10-28-2011, 10:32 PM | #13 |
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10-29-2011, 07:38 AM | #14 | |
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"Its better to say less"... Only problem is, you would fail Dealer Standards miserably.... |
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01-18-2012, 01:01 PM | #15 |
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Went last week
It was a full day session for managers, and a 1/2 day session for anyone who contacts the public (service advisors, cashiers, receptionist, sales, ect)
It was feel-good touchy-feely stuff for the most part, but it really did make you think about the #1 problem in every dealership....poor communication. |
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