“What time is the 3:00 Parade?” “How big is the 12″ Pizza?” We’ve gotten our share of dumb questions. You know what they say… No question is a dumb one. There are some head scratchers, though.

Both my kids worked at Disney for a college internship. I felt as though learning how Disney does Disney is an incredible thing to be able to experience. It’s a great conversation starter in a job interview. My daughter absolutely loved (still does) the Magic Kingdom. If she could figure out a way to live on Main St., she wouldn’t hesitate. In her first program, she had a “normal” park job where she interacted with guests all day long. One day they were short someone to push a cart full of merchandise down Main Street ahead of the parade. Rarely would a day go by when someone wouldn’t ask “What time does the 3:00 parade start?”. This happened so much so that they teach this in the Disney Institute to all incoming new hires. Her supervisor reinstructed her how to answer the question before she even started in this new role.

Before I give the answer, or my interpretation of the answer, I should say that this is what makes a customer experience memorable. THIS is how we need to respond to a question. If you’ve been through the PGA program, you learned about the PGA Experience and this will sound familiar to you. What she does here is answer the question that the customer is really trying to ask. She answers so completely that she tries to answer the unasked questions that could come next:

“Excuse me. Can you tell me what time the 3:00 parade starts?”

“Hi!! That’s a great question. The parade always starts on time. It should be through to here by about 3:05, and it usually lasts for about 15 minutes. I would try to find a seat early. Maybe 2:30 or so. You can park your double stroller right along the curb and you can stand behind it once they start coming. About 15 minutes before, you’ll see the crew come by and rope off the parade route. I like the outside corners (pointing to two areas), but any place is a good spot. If you go right there, there’s a popcorn and water station right behind you for while you wait. It’s a great parade. You won’t want to miss it.”

There isn’t anything else to ask. The first reaction is “Duh, 3:00, dunce.” Haha, but this goes way above any beyond. Imagine your world in the golf shop. The questions members ask… I try to do it in my world, and in the beginning it’s hard. You might struggle to think of what might come at you next, but stick with it – you’ll get better at it in no time. Play a game with your co-workers. Go over the questions members ask and see if you can get better at giving them the real answer. (This sounds kind of like figuring out why the member in the Fitter’s Corner want’s to replace his 5-iron, doesn’t it?). Anticipate the next question and answer the unasked question before it gets asked.

“Hey Pro, what time is the shotgun tomorrow?” “9:00, Mr. Jones” is the wrong answer. “It’s 9am, Mr. Jones. Bags will be on the carts tonight, and we will pull them out around 7:30. The range will be open when you get here. Breakfast starts at 7:30 in the main dining room as well. We have a tee gift at the registration table, and that will be right out front of the golf shop. Is Mr. Williams all ready to go? Do either of you need anything else before tomorrow morning?” Ahh. Breakfast too? Thank you. No, I think we’re all set. We’ll see you at 7:30-7:45. “Terrific. See you then. Have a great night.”

How big is the 12″ Pizza? Resist the temptation… Answer the unasked question.

Your work, your way.

Happy Professionalism. Enjoy your work/ life balance.