Rockton Software Semi-Annual Company Retreat

Written By Kelli Sexton,
CEO of Rockton Software

We are kicking off a busy week with the Rockton (www.rocktonsoftware.com) Team in Orlando, Florida. We will be meeting for our biannual Company Retreat in Walt Disney World January 6-11, 2013. Since our team is spread throughout the United States, we have committed to gather twice a year to work on moving our business forward.

At Rockton, we always strive to provide exemplary customer service. We know that there are many well-known companies who are equally committed to customer service, companies like Costco, Starbucks, Nordstrom, Amazon. However, it is really hard for our Team to observe their customer service in a meaningful way. Here is where Disney really shines for us.

Why Disney?

About 4 years ago, Mark & I went to Walt Disney World for the first time since we became business owners. We were immediately impressed by Disney’s application of their customer service goals to achieve their business goals and ultimately, for the benefit of their guests. We were impressed that an organization as large as Disney, and in particular the Walt Disney World Resort, could really fulfill the motto “Where dreams come true.” In a subsequent visit, we went on a “Keys to the Kingdom” tour where we were able to see the inner workings of the behind the scenes theme park production. We knew then that we wanted to bring our Team here to see for themselves.

Some things that have impressed us about Walt Disney World:
• The properties are always clean
• 99.9% of their cast members (their term for employees) are always friendly, helpful, and gracious
• Their night shows and entertainment productions are consistently great
• Stores are open before the park opens and after the park closes so guests are not rushed out
• Consistent experiences
• Perpetual maintenance & improvement of their property
• Ongoing commitment to their 4 key goals: safety, efficiency, courtesy, and show

I am really excited to bringing our team here. Although we will spend a fair bit of time visiting the four different parks to see the Disney Cast Members in action, I am also looking forward to the face-to-face time and the brainstorming during the meetings we have scheduled this week. I know we will come away inspired to take Rockton to the next level! We will be back to our regular schedules on Monday, January 14; we also have limited technical support today, January 8, 2013.

Keep updated with us throughout the retreat by following Rockton on Twitter!