The chairman of Disney Parks, Experiences and Products employs number-crunchers but also spends a lot of time listening to guests and employees.
Science shows us accurate and reliable ways for collecting and analyzing data, but few people in business, particularly the service business, have the time, the money, or the inclination to set up the controls and the trials that science demands. Instead, decision-makers typically just look at what they can see and go with a “gut decision,” driven by their experience and assumptions.
Here’s the trick, though. The best managers understand that listening and acting are two different things. Sometimes, doing the first is even more imperative than the second. The most important act of customer service — and employee management, for that matter — is to ensure that a person feels seen and heard.
Over time, if customers or employees feel like you’re never doing anything in response to what they say, they will stop giving you credit for listening. But at the moment that people have a problem, they do not want to put their faith in some data-driven algorithm to find and help them. They want to believe that there is a person, somewhere in the organization, to which they can turn for help.and his team at the Disney theme parks, experiences and products division, of which he is the chairman.
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