A World-Class Customer Experience

Interested in starting your own entrepreneurial journey in personal and business development but unsure what to expect? Then read up on our interview with Dennis Snow, President of Snow & Associates, located in Orlando, FL, USA.

What's your business, and who are your customers?

I use my 20-year career experience with Walt Disney World as a foundation for the customer experience presentations and training programs I provide. I've worked with industries such as financial services, healthcare, retail, food service, etc. The foundational elements of creating a great customer experience can apply to just about any industry or organization.

Tell us about yourself

I started my Disney career as a teenager. I was a ride operator at Walt Disney World (one of the greatest jobs I've ever had), and then I worked in and managed various operating areas around the organization. My last few years with Disney were spent with the Disney Institute, helping other organizations benchmark Disney's approach to service and leadership. Following my career at Walt Disney World, I started my own speaking, training, and consulting company, helping organizations create what I call "walk-through-fire" customer loyalty. I've been doing this for over 23 years.

My motivation, as mentioned earlier, is helping organizations create an outstanding customer experience. That's what really gets me up every day. I do my best to provide actionable tools that organizations can implement immediately. I get really excited when I hear frontline employees talk about how much they appreciate the simple, straightforward principles I share. I get really, really excited when they tell me stories of how they've created special moments for customers.

What's your biggest accomplishment as a business owner?

I would say that my biggest accomplishment is keeping my business relevant for 23 years. Repeat business and referrals are a source of pride, telling me that organizations find value in the principles and tools I provide.

What's one of the hardest things that come with being a business owner?

I find that there are many, many shiny objects that can take your attention away from the core of your business. There are only so many hours in a day, and it can get frustrating when you find yourself just putting out fires rather than focusing on the activities that truly matter to the business.

What are the top tips you'd give to anyone looking to start, run and grow a business today?

Talk with and engage with others who are doing what you want to do. One of the best decisions I made early on was to join an association of people who are in the speaking and training business. I was able to learn from some of the best in the industry and saved myself a lot of time and headaches.
Create a short, concise mission statement that will keep you focused when those shiny objects show up and try to take your attention away from why you started the business in the first place. I emphasize the word "short" because a long, convoluted statement is meaningless. Any more than ten words, and you're getting into the weeds.
Identify your ideal customers. Don't try to be all things to all people, especially at the beginning. Be clear about who is your target audience. You can always expand when the time is right but get the basics right first.

Where can people find you and your business?

Website: https://snowassociates.com/
Facebook: https://www.facebook.com/DennisSnowSpeaking/
Twitter: https://twitter.com/DennisSnow
LinkedIn: https://www.linkedin.com/in/dennissnow/

If you like what you've read here and have your own story as a solo or small business entrepreneur that you'd like to share, then please answer these interview questions. We'd love to feature your journey on these pages.

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