Transcription
Now, there's a brilliant lesson from Disney here. Disney has this issue where kids queue up for two hours to go on some ride. At the beginning of the queue, it says, "This is the minimum height, but they go, I'm going to chance it."
And of course, they get to the end of the queue after an hour and a half queuing, and they're measured again, and they're told, "I'm terribly sorry. Legally, we can't allow you on this ride cuz you're half an inch too short."
Now, Disney has a brilliant phrase which every single customer-facing organization could adopt. It's not our fault, but it is our problem. Just because it's not our fault, i.e. you ignored the thing at the beginning of the queue and you decided to chance your arm, they go, but still we have an unhappy customer. So it's our problem even if it's not our fault.
And they have a wonderful system which is you get to the review. I'm so terribly sorry you can't actually go on this ride, but since you've already queued, here's a voucher so that when you come back in 6 months time and you're half an inch taller, you can go straight to the front of the queue. Uh that is real customer experience genius.