Disney’s 37 Magical Moments
Summary
- I learned from Disney that it takes 37 magical moments to make up for one bad moment. It's better to avoid bad moments whenever we can.
- When a bad moment does happen, don't despair. You can turn the situation around by going above and beyond to fix it.
- Surprisingly, when you correct a mistake in a big way, the people you disappointed can become your biggest supporters.
- The key lesson is to view every mistake as a chance to change someone's mind and make them a fan.
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How To Take Action
I would suggest implementing the idea of avoiding bad moments in your business or personal growth journey. Think of situations that may negatively impact your clients or relationships and find ways to prevent them. Planning ahead can save you from needing to do too much damage control later.
A good way of doing this is to create a checklist of common issues or mistakes and have processes in place to address them quickly. This proactive approach helps in maintaining a positive atmosphere and customer trust without having to constantly fix problems.
However, if a mistake happens, don't get down about it. See it as a chance to shine. Respond swiftly and generously to turn that wrong into a right. For example, if a client is unhappy, go beyond what they expect with an astounding gesture—maybe a free service or a heartfelt apology.
This teaches us that a well-handled mistake can turn critics into allies. When people see you care enough to fix a mistake, they are more likely to forgive and even support your business more ardently than before.
These low-cost actions of prevention and smart correction can create unmatched customer loyalty and enthusiasm while boosting your reputation significantly.
