Tuesday, August 17, 2010

A Lesson From Disney: When a Customer Doesn't Like a Rule, Turn It Around

When you live in SoCal, have a Disneyland season pass, and go to Disneyland as often as I do, you begin to notice things. You might have just read that book about all the hidden Mickeys, or you might just be an observant person. Either way, you notice things. For example, you might notice that Disney does not sell gum at its parks.

I'd imagine Disney's customers would not be too happy if Disney made a no bubble gum rule, a rule that would likely be impossible to enforce. So, instead of making its customers irritated, Disneyland Resort turned it around into an implied rule instead of a stated rule. Disney does not sell gum in its parks, but it doesn't make it illegal either. This keeps customers happy. It keeps the park clean, but allows customers, hopefully the more responsible customers, to bring their own gum.

How do you keep your customers happy? What do you do to sweeten the seemingly negative things?

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