Farnek takes inspiration from Disney customer service
Date: 20-12-2019

The head of talent development from leading UAE-based technology and sustainability-driven facilities management (FM) company Farnek, recently went for a training course to the Disney Institute, Lake Buena Vista, near Orlando, in the US state of Florida.

Uzair Bhamji, who manages the personal and professional development of Farnek’s 8,000 employees - during his week-long visit - was taken through the ways in which to better foster leadership at Farnek and to understand how to intentionally demonstrate the behaviours that uphold Farnek’s vision and organisational values, in a parallel fashion to how Disney operates. “Disney’s consistent business results are driven by superior customer service and this is how it sets itself apart from other organisations,” said Markus Oberlin, CEO, Farnek.

“One of the most compelling propositions about Disney is that although it has over 8,000 cleaning and maintenance staff at Disney locations around the world, many of whom are earning a modest salary, it still offers some of the highest service standards in the world, proving that motivation is not merely confined to money,” he added.

Bhamji also made a number of interesting observations at Disney World, especially how Disney has created a culture of happiness (comparable in many ways to the UAE Ministry of Happiness) by referring to all team members as leaders; there are no employee numbers, merely partner numbers, cleaners are called custodians; empowerment was highly evident and finally there were no warning signs or negative symbols.

“It was also very interesting to notice that the ‘custodians’ were empowered to enhance the customer experience whenever necessary,” commented Bhamji. Farnek is now making preparations to demonstrate the benefits of Disney’s customer service quality standards, to all of its workforce, through its state-of-the-art, in-house training centre by October 2020, allowing Farnek’s customers to experience its new and enhanced levels of quality, emulating Farnek’s peers in the ‘magic kingdom’.