Ever wondered how Disney consistently delivers magical experiences? In this episode of the Power Hour, host Eugene Schatsman sits down with Dennis Snow, a customer experience legend who spent over two decades at Disney. Dennis shares invaluable insights from his time at the Disney Institute and reveals how their principles can be applied to elevate your optometry practice. Eugene adds to the conversation by sharing real-world examples and anecdotes from his work with clients, emphasizing the importance of creating “wow” moments and fostering a positive patient experience.

Key Takeaways:

  • Creating “Wow” Moments: Learn how to transform routine patient interactions into unforgettable experiences that leave a lasting impression.
  • The Power of Empathy: Discover how a naturally empathetic approach can revolutionize patient care and set you apart from the competition.
  • Building a Dream Team: Uncover Disney’s secrets to hiring, training, and motivating staff who are passionate about delivering exceptional service.
  • Everything Speaks: Understand how every detail in your practice, from the waiting room to staff interactions, contributes to the overall patient experience.

Don’t Miss This Episode!

This episode is a must-listen if you’re ready to compete on service, not price, and create a practice that patients rave about. Dennis Snow’s expertise and Eugene’s practical insights will empower you to transform your optometry practice into a destination known for its outstanding customer experience.

    Be among the 5 lucky listeners to get a FREE Practice Profitability Audit ($2400 value).

    Join the conversation! Scroll to the bottom to request a FREE audit.


    In this episode:

    00:00:48 Introducing Dennis Snow

    00:03:05 How a 3-month summer job turned in a 20-year career

    00:05:09 Operating a theme park vs. Owning an optometry practice

    00:10:20 Turning a task into an experience

    00:13:06 ‘Wow’ moments

    00:18:33 Advice on building a great experience

    00:22:38 Cast members

    00:26:55 Assisting staff to see the bigger picture

    00:27:30 Hiring the right people

    00:33:57 Reinforcing a message after the hiring process

    00:38:33 Accountability as leaders

    00:42:52 Letting an employee go or coaching them to improve

    00:44:50 Professionalism – Onstage vs. Backstage

    00:47:35 Let customers be wrong with dignity

    00:49:11 The desire to exceed patient expectations

    Be among the 5 lucky listeners to get a FREE Practice Profitability Audit ($2400 value).

    Join the conversation! Scroll to the bottom to request a FREE audit.

    Contact Information

    Connect with Dennis Snow:

    Dennis Snow honed his customer service skills over 20 years with the Walt Disney World organization, where he developed a passion for service excellence. 

    Dennis launched a successful division of the Disney Institute, consulting for global giants like ExxonMobil, AT&T, and Coca Cola. His division, presenting in diverse locations such as South Africa, Australia, and England, became the fastest-growing venture at the Disney Institute, boasting nearly 100% repeat business.

    At the Disney University, Dennis taught corporate philosophy and business practices, coordinating the renowned Disney Traditions program. In his final year at Disney, his leadership performance ranked in the top 3% of the company’s leadership team.

    Now a full-time speaker, trainer, and consultant, Dennis helps organizations with customer service, employee development, and leadership. Dennis is a published author and a featured customer service expert on business news-talk radio shows. He wrote ‘Unleashing Excellence’ and ‘Lessons From the Mouse’.

    Website – https://snowassociates.com/ 

    LinkedIn – https://www.linkedin.com/in/dennissnow-customer-experience-expert/


    Connect with Eugene Shatsman:

    Website – https://www.eugeneshatsman.com/

    LinkedIn – https://www.linkedin.com/in/eugeneshatsman


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