When you live in Chicago and are lucky enough to be invited to speak in Orlando in February (thanks SEFA Academy!), you find ways to hang around for a few days.

I was joined by two Harry Potter aficionado friends, and we spent a day at Universal Studios. (Don’t get me started on the evil genius of splitting the Potter experience into two separate theme parks — for double the admission cost.)

As fantastic as some of the rides and sets were, what I’ll remember most is how one employee, Diane, went out of her way to help me.

This three-minute video shares what she taught me about putting the customer first: 1) treating a common request in an uncommon way or 2) treating an uncommon request as a common practice.

Join me in applying Diane’s philosophy and watching the magic happen with your customers — however you define them.

Want to inspire your people to elevate your customers’ experience? Let’s talk!