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Providing Excellence in Customer Service Before it Was Cool with Dennis Snow

December 21, 2021

Providing Excellence in Customer Service Before it Was Cool with Dennis Snow

From a business owner’s perspective, having happy clients paying considerable amounts of money while sometimes waiting hours to get the product they paid for sounds, at minimum, impossible. However, that is what an average Disney visitor experience when visiting The Happiest Place On Earth. How is it possible, then? Our guest, Dennis Snow, has several answers to that question, and luckily, he shared them with us today. 

Dennis Snow is the President of Snow & Associates, Customer Service Keynote Speaker, Consultant, and Author of two books, “Lessons from the Mouse” and “Unleashing excellence.” He honed his customer service experience during his 20 years of experience working at Disney. He launched a division of the Disney Institute responsible for consulting with companies like AT&T, ExxonMobil, and Coca-Cola. He also spent years at Disney University teaching corporate philosophy and business practices to cast members and the leadership team. During his time at Disney, Dennis coordinated the Disney Traditions program, which is universally recognized as a benchmark in corporate training.

In this episode, Dennis kindly shared some golden nuggets on customer experience and internal and external customers retention. We talked about the most valuable lessons he got from his experience working at Disney, the right way to treat customers, and what we can do, as business owners, to create loyalty amongst our customers. 

Tune in to episode 8 and hear about the most valuable lessons Dennis got from the world’s most famous mouse. 

Some Questions I Ask:

  • How do you start working at Disney and become that fantastic mentor and leader you are today? (2:41)
  • Probably, the most expensive place on earth is Disney, and people wait in line for hours. Still, no one is sitting back at Disney going, yeah, we can’t raise our rates. So, why is that? How did they build that? (16:54)
  • What’s the advice you have for what’s going on today for companies struggling with employees shortage? (21:15)

In this episode, you will learn:

  • Everything speaks; every detail counts. Some of the first valuable lessons Dennis learned at Disney (5:08)
  • There is always someone listening for the first time the song you’ve been singing for the last 20 years (8:01)
  • Some of Dennis’ best pieces of advice to make customers feel special (9:26)
  • The importance of creating a valuable experience for customers (13:58)
  • Make sure the value you offer exceeds the price people paid for your product or service (20:24)


Jimmy Lea | Product Evangelist at KUKUI

These are what you will get from listening to Kim Hickey on Maximum Octane. Kim is not shy nor will she hide behind the safe questions. She will always dig deep asking great questions to get to the core of the issue/topic.

Insight, Information, and Engagement 

Barney Fein

Take it to the Max with Kim, her peddle to the metal energy and insight will spark your business success!

Go to the front of the pack

Amy Rookwood

Never would have thought a podcast by an auto repair shop would have such useful information for a life coach! Kim is open, unconventional and totally easy to listen to. Loved her background story and this non-auto-centered woman can’t wait to hear more!


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