Mickey and The Skinny Mochaccino A Blog About Client Service and Experience

by Jeffery A. Keill, CFP, CIM, FMA, FCSI, CEA

What does one do on a Friday afternoon? Well, for this fella - write a Blog about Starbucks while sitting in a Starbucks. A few years ago, I read two great books: Onward (about Starbucks), and Disney U (of course about Disney). I would like to revisit and share some insights from these books.

In the ever-evolving landscape of modern business, few companies have left as indelible a mark on the concept of client service as companies like Starbucks and Disney. There are, of course, other that deserve a spot in this blog, but alas - it is a blog. The approaches of companies like Starbucks and Disney have not only set industry standards, but have also shaped consumer expectations in ways that ripple far beyond the coffee shop counter  or the gates of a theme park. These giants introduced visionary strategies, cultural philosophies, and hands-on practices, and their legacies continue to redefine what it means to truly serve the customer.

Before Starbucks and Disney

Before the rise of Starbucks and Disney (which did not happen overnight), customer service in many industries was transactional. You bought something while they sold that something. The core idea revolved around efficiency: provide the product as quickly and correctly as possible, and move on to the next patron (early fast food playbook). There was little room for emotional connection, brand storytelling, or crafting a memorable experience. Service was an afterthought - invisible unless something went wrong. This efficiency and client turnover is nowhere more evident than the famous drive-thru.

Yet, as consumer markets became increasingly competitive and products commoditized, some companies began to realize that service could be a major differentiator. Duh! The experience mattered. Enter Starbucks and Disney, who blazed a trail by elevating client service from mere function to the pillar of  the client experience within their brands.

The Magic in the Magic Kingdom

Walt Disney understood early on that the magic in The Magic Kingdom was not just a matter of rides or animated films, but of meticulously orchestrated experiences. When Disneyland opened in 1955, it was a revelation - an immersive world where customer experience was built into every detail.

Disney’s approach to client service is entrenched in what only Disney can so aptly call “Guestology.” At Disney parks and resorts, customers aren’t “buyers” or “users”- they’re “guests.” This simple shift in terminology transformed the mindset of every employee, or “Cast Members,” to treat each visit and interaction as a chance to create a meaningful and memorable moment. A shareable positive experience creating advocates for the brand. The Disney Four Keys- Safety, Courtesy, Show, and Efficiency - became guiding principles of every operation.

Disney’s Cast Members are trained endlessly - yes, at Disney University in not just operational skills, but in empathy, attention to detail, and the ability to anticipate needs. In a very simple way, Disney has changed the ‘client service’ idea to become a performance art.

Not Home. Not Work. The Third Place.

When Starbucks founder Howard Schultx fell in love with the Italian coffeehouse tradition, he envisioned Starbucks as a  “third place”- not home, not work. A welcoming space where community could gather as individuals or with friends. This ethos permeated every aspect of Starbucks’ client service model.

Starbucks rejected rigid scripts in favour of authentic connection. Baristas are encouraged to learn names, customer drinks, and “make it right” whenever possible. The company even empowers employees to make small acts of kindness, like offering a drink on the house if a customer’s experience falls short. I have had this happen to me without voicing a complaint.

Starbucks’ focus on personalization is legendary. The simple act of writing a customer’s name on a cup, or remembering their favorite order, signifies that each person is valued as an individual - not just a transaction. Starbucks’ helped shift the client service paradigm from standardized to customized, sparking an industry-wide movement towards personalization.

The Common Thread

At the heart of both companies’ success is a relentless focus on emotional intelligence. Disney and Starbucks have woven empathy, active listening, and emotional connection into the fabric of their client service philosophies. Mastery of emotional intelligence not only builds goodwill, but fosters exceptional loyalty. Loyalty creates advocates. Customers return not just for products, but for the feeling of being seen, heard, and cared for. Simply put, human connections.

After Disney and Starbucks

The approach pioneered by Starbucks and Disney reverberates through countless sectors. Airlines, hospitals, banks and even Keill & Associates borrow from there playbooks to some degree. Today, it’s common to see companies striving to create “magical moments,” personalized experiences, or train employees in empathy and active listening. At Keill & Associates, we are not shy to say we have adopted the same approach. We call it the “X” factor that creates the “WOW” moments with our clients.

Lesson Learned

• View clients as more than just clients.

• Hire staff that intuitively know the X factor, and have a high degree of emotional intelligence.

• Personalize the experience and all interactions.

• Embrace feedback to get better.

In a world where online answers are searched and normalized digital interaction and automation are reshaping how people receive products and services, the lessons of Starbucks and Disney are more relevant than ever. Technology can streamline transactions, but it cannot replace the warmth of a genuine smile, or the comfort of being remembered. Slowing down the speed, even just for a few moments, allows our clients to make better decisions for their future.

Last edit August 13, 2025