We sat down with Barry Jacobson this week to talk about the difference between customer service and premium service.
In Barry’s 30+ years a Disney Cast Member, he oversaw some of the most premium experiences Walt Disney World had to offer. From the convention centers and catering to Disney’s Fairy Tale Weddings, to his last role as head of Disney’s Golden Oak— a community of luxury, custom, single-family homes on Walt Disney World Resort property.
In addition to his time at Disney, he took a 1 year hiatus in the middle to help Legends and the Dallas Cowboys open AT&T stadium. In his year in Dallas, Barry served as the VP of Special Events creating once-in-a-lifetime experiences for private group events. He led a team of 3 Directors, 40 full time employees and 500 team members for game day activity, responsible for serving the 364 suites and all club-level facilities.
Even at Disney, Barry was known for the incredible service experiences he provided for some of the highest spenders on property. Barry shed some light on these keys to providing incredible premium service.Premium service is customized and personalizedPremium service is about anticipating desiresPremium service is about being the “go-to” knowledge holder and relationship owner, in all sorts of areas that have nothing to do with your job function, i.e. know who the best barber in town is, build relationships with the local theater for show tickets, etc.
Flip the Switch Ep. 25: Premium Service vs. Customer Service w/ Barry Jacobson