Vance Morris is a Customer Service Speaker and Service and Marketing Strategist at Deliver Service Now Institute, where he shares insider secrets of how the magic of customer and guest service is created. He is a 10-year Disney veteran, having spent 10 years working for the mouse at Walt Disney World in Orlando, Florida.
His Disney service and direct response marketing business allows him to coach companies that create Disney-style service systems and then monetize them through direct response marketing. Vance is also the longest-reigning marketer of the year at GKIC.
Here’s a glimpse of what you’ll learn:
- What does it take to create an experience out of the mundane?
- Vance Morris talks about why you should make answering the phone an excellent experience for customers
- Creating a great first impression
- Lessons Vance took from Disney
- How Vance helped a saloon gain a broader appeal
- Tips from Vance’s in-office revamp of Burleson
- Vance talks about what he learned from working with Ben Glass and Mike Crow
In this episode…
Nobody does a lasting experience like Disney. Imagine if you knew all the insider secrets Disney uses to create jaw-dropping experiences that turn customers into lifetime ambassadors. The good news is, Vance Morris is here to share the secrets and help you attract lifelong clients.
Vance shares insight into how Disney goes out of its way to repeatedly create the best first impression, ensure that employees love what they do, and he shares how you can implement these techniques in your business. There’s so much packed into this episode, including how answering the phone can be a game-changer.
Listen to this episode of the Inspired Insider Podcast with Dr. Jeremy Weisz featuring 10-year Disney Veteran, Vance Morris. They discuss the value of creating an experience out of mundane tasks, what Disney can teach you about attracting and turning prospects into lifetime clients, and lots more.
Resources mentioned in this episode:
- “The Pixar Story: The Letter of a lifetime That Started Everything With Alvy Ray Smith, Co-Founder of Pixar”
- “What Inspires Brian Kurtz, VP at Boardroom Inc.?”
- “Life as a 50+ Year Old White Male and Other Copywriting Secrets With Carline Anglade-Cole”
- “GKIC’s Dave Dee and His 2 Low points…”
- “‘But wait, there’s more!’ – with Infomercial King Ron Popeil, Founder of Ronco.com”
Sponsor for this episode
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We’re a professional podcast production agency that makes creating a podcast effortless. Since 2009, our proven system has helped thousands of B2B businesses build strong relationships with referral partners, clients, and audiences without doing the hard work.
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When you use our proven system, all you need is an idea and a voice. We handle the strategy, production, and distribution – you just need to show up and talk.
The Rise25 podcasting solution is designed to help you build a profitable podcast. This requires a specific strategy, and we’ve got that down pat. We focus on making sure you have a direct path to ROI, which is the most important component. Plus, our podcast production company takes any heavy lifting of production and distribution off your plate.
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We’ll distribute each episode across more than 11 unique channels, including iTunes, Spotify, and Google Podcasts. We’ll also create copy for each episode and promote your show across social media.
Cofounders Dr. Jeremy Weisz and John Corcoran credit podcasting as being the best thing they have ever done for their businesses. Podcasting connected them with the founders/CEOs of P90x, Atari, Einstein Bagels, Mattel, Rx Bars, YPO, EO, Lending Tree, Freshdesk, and many more.
The relationships you form through podcasting run deep. Jeremy and John became business partners through podcasting. They have even gone on family vacations and attended weddings of guests who have been on the podcast.
Podcast production has a lot of moving parts and is a big commitment on our end; we only want to work with people who are committed to their business and to cultivating amazing relationships.
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Rise25 Cofounders, Dr. Jeremy Weisz and John Corcoran, have been podcasting and advising about podcasting since 2008.
Insider Stories from Top Leaders & Entrepreneurs…
Jeremy Weisz 0:19
Dr. Jeremy Weisz here, Founder of InspiredInsider.com where I talk with inspirational entrepreneurs, leaders. And, you know, I’m here with Vance Morris and his site is DeliverServicenow.com. I don’t know how he got the domain, but hold on to it Vance. And I’m gonna formally introduce Vance in a second because I always like to talk about other episodes, people should check out the podcast. And since it you know, Vance spent 10 years at Disney, and he is all about the customer experience and the experience out of the mundane. I had the Co-founder of Pixar on the podcast Alvy Ray Smith, that was an amazing, you know, he talks about kind of the early days of Pixar and Steve Jobs and all that it was really, you know, fascinating to hear about that. Also, since Vance is, you know, kind of meshes customer experience with direct response marketing. I know many people I’ve had in direct response Brian Kurtz, check out his episode and Carline Anglade-Cole, Dave Dee, who ran GKIC at one point, he started a chain of magic shops and a karate school etc. Ron Popeil, the infomercial King, if anyone has heard of him, and Ben Settle, and Ben settled, you know, talks about Vance and they know each other. And he says Vance is by far the single best resource for learning how to merge customer service with direct response marketing to exponentially ratchet up sales that he’s ever heard. And Ben does not give those things out lightly. If anyone knows. This episode is brought to you by Rise25 at Rise25 We help people give to and connect to their dream 100, relationships, partnerships. And we do that by helping you run your podcast. You know, for me, Vance, I know for you is the same. The number one thing in my life is relationships. I’m always looking at ways to give to my best relationships. And I’ve found no better way to do that over the past 10 years to profile the people in companies I admire and share their information, what they’re doing and what they’re learning and teaching with the world. So if you’ve thought about podcasting, you should go to Rise25.com. And if you have questions, email us, we’re happy to answer any questions that you have. We’ve been doing it for over a decade. So without further ado, Vance Morris. He’s a retired as I mentioned, Walt Disney World Resort leader having spent 10 years at the resorts, he ran the Disney service and basically now he runs a Disney service and direct response marketing business on the planet. And I don’t like Ben settle, said it best. He coaches companies that create Disney Style service systems, and then monetize them through direct response marketing. He’s also the longest reigning marketer of the year at GKIC. That’s a huge feat. People are no no GKIC you could check it out. I’ve had a number of people were involved with GKIC Adam WiDi, one point owned GKIC and other people so but he went from he didn’t start off like that, you know, Vance you know, kind of told me I don’t know, if I’m supposed to mention I’ll mention anyways. But for the former birth control, factory security guard, turn Disney leader, turn, gain perk to auto work, executive turn carpet cleaning and turn successful entrepreneur. So there’s a lot to unpack there. So Vance, thanks for joining me.
Vance Morris 3:36
I appreciate, this will be fun.
Jeremy Weisz 3:38
That’s the most I talk throughout the whole time. And the rest is all about you. But um, I want to start off with experience out of the mundane. Okay, talk about what that means. And we’ll talk about some examples.
Vance Morris 3:53
Yeah, sure. So we all have mundane things that we need to do in our business to get through the day, answer email, answer the phone, maybe we send proposals, we send out packages, or we fulfill orders. And many times that is just done functionally, with no thought to the end experience of the person who’s going to be receiving. So when we dignify we look at the entire customer journey, I call it customer mapping. And at each interaction point, with the client or the patient. We identify that and we say, okay, what are we doing now? And how do we bless it? Or how do we create an experience out of it? And we start at number one, so if the first experience with your company is a postcard or a phone call? Well, that’s where we start. So, one of the examples at This illustrates it best is with the insurance world. Now, I don’t know how many of your listeners are insurance agents, and I don’t want to insult any of them. So but I might. So if normally they’re kind of a stodgy bunch, you know, very, they’re just kind of just get through the day. However, one of my clients, I spoke to a group of insurance agents a couple of years ago, and I asked the question, I usually do this in front of every audience. So how do you answer the phone? And, you know, two, three people raise their hand and say, you know, thank you for calling Sam’s all state, how can I help you. And we’ve all called companies and gotten some version of that. That phone. buddy of mine might not a buddy client, who is a giant rock and roll fanatic. I mean, he’s got Jimi Hendrix and who posters in his office, you know, gold records, autographed guitars, I mean, just rock and roll nut. That’s just his personality. So now we’re already we haven’t even done anything yet. And he’s already separated himself from all of the other insurance agents in this town because he lets his personality come through in the office. So instead of ask answering the phone in a very mundane way, which is, you know, thank you for calling Dave’s Allstate. How can I help you? He has his team. Now the first time you hear it, it sounds corny. But once you say it, and you understand why he says it. You’re like, Oh, my God, that’s great. So he has his team answer the phone. Thank you for calling Dave’s all state the agency that rocks. Now what? Remember, your marketing does two things it’s supposed to attract the people you want to do business with, and repel the people you don’t want to do business with. So if you don’t, you know, don’t like hanging out with, you know, people that are just price shoppers and stick in the muds. Answering the phone this way is a easy way to sift sort and screen out people you don’t want on your list. It’s also memorable. It’s also an experience, people will come away from that saying, oh my god, I think when I called the insurance company today, you’ll never guess what he said. And that’s the phrase you want your clients or patients saying to their friends or family when they go home after after having an experience with you. You’ll never guess what happened at insert your profession or your store there. I mean, what was last time you sat around the dinner table with the family and said, Hey, he’ll never guess what happened at the oil change today. That conversation never happened anywhere. But if you answered the phone in the manner I suggested, or if you have my carpet cleaning, come to your home. And we do our whole dog and pony show to get into your home which you want me to talk about I can but you will go home and you will sit at the dinner table because you will never guess what the carpet cleaner did when he got to my house today. Yeah, man, how do you help