Have you ever been to Disney World? If you haven’t, you probably should. Don’t have young kids? I don’t care. As a business owner, Disney World is something you must see for yourself. Disney is not just a theme park, it’s an experience.
There’s a reason 20.4 million people per year flock to Disney World, and that’s just the number for one park – Magic Kingdom.
Disney World has truly built an incredible vacation experience that people have fond memories of for the rest of their life. They reminisce on enjoying a Dole Whip for a snack at the park and they forget that they waited in line for 75 minutes to ride the Dumbo attraction, all because of the smile it put on their kids’ face during the 2 minute ride.
Disney creates an experience like no other.
Now, I know – we’re not Disney World. But, could we borrow some of the ideas that Disney implements in order to make our pawnshop experience one that people want to come back to?
I think we can.
I’m going to go through 4 ways you can make your pawnshop experience one to brag about. These ways are going to sound simple, but the simple and subtle additions are what make all the difference.
1. Pay Attention To Your Music
When you walk into a Disney park, you’ll probably be too busy taking in all of the sights to hear the music, but it’s there. Music compliments every area of a Disney World park.
Happy, cheerful, upbeat music follows you throughout the park and makes you feel exactly how Disney wants you to feel at that moment – happy to be there.
Now, think about your pawnshop…
When I walk into your pawnshop, what do I hear? Am I listening to two employees talking about how drunk they got last night? Maybe I’m hearing a customer’s personal information as they’re getting a pawn loan from you at the loan counter.
You can control this aspect of your pawnshop just like Disney, with only a radio and a few speakers.
What’s on the playlist at my pawnshop? Classic rock. 24/7.
2. You Can Never Have Too Many Trash Cans
Wherever you go in a Disney World theme park, a trash can will be no more than 30 feet away from you. This might not sound like a big deal to you, but it’s a huge deal to Disney World.
Most people are not like you and me. (I’m assuming you’re just like me) When most people have trash in their hand, they do two things.
First, they look around for a trash can. If one is nearby, they walk over and dispose of their garbage the correct way. However, if they don’t have a trash can that’s within walking distance of them, the trash goes on the ground.
Disney learned this, and decided they would put a trash can every 30 feet to solve the issue.
This works for them, and it will work for your pawnshop. Make sure to have multiple trash cans outside, as well as inside. This way your employees are spending their time making you money, and not picking up trash.
3. Make Every Aspect of Your Business ‘Magical’
Ok – maybe not magical. That’s the Disney experience. But, you can make every aspect of your pawn business unique and special to YOU.
In walking around a Disney park, every sight you experience will be magical. From the landscaping to the buildings, everything you see is themed in a way that makes your experience incredible.
This holds true even for their problems. For example, a wet floor sign.
In my most recent trip to Disney World – yes my wife makes me take two per year – I tried very hard to find a problem. The only one I found? A leak coming from the ceiling at Fort Wilderness Lodge.
However, in classic Disney fashion, the leak was dripping into a custom made bucket with a fancy wood exterior that read “Pardon our Progress, Wet Floor”.
I’m willing to bet I was the only one who noticed the wet floor sign that day. That’s because it was so nice, everyone else just thought it was part of the decor.
4. Always Be On Stage
Who do you employ?
Pawnbrokers? Sales and Lending Associates? Maybe Pawn Stars even?
Walt Disney World takes a unique approach to how they title their employees. At Disney, all employees are Cast Members.
The idea behind this is that the entire Disney park itself is a ‘stage’ and all Cast Members are to stay in character at all times.
This minor detail helps contribute to the magical experience that everyone has when they visit a Disney World park. Very rarely will you see two cast members cutting up or shooting the breeze. They are on stage all the time. Never to break character.
You can utilize this in your pawnshop, too.
Think about it. What if your showroom floor was no longer a showroom floor. What if, instead, it was a stage. And the camera is always on!
No more employees complaining about the customer they just helped. No more eye rolls whenever that customer walks in and says they have a ‘truckload of junk’ they want to sell.
Just happy and smiling team members ready to help.
Some of the best ideas I’ve ever had in business were borrowed from someone else. Remember, even though you’re not Chic Fil A, you can still say ‘My Pleasure’. And even though you’re not Disney World, you can still have a magical customer experience.
