Is customer service and our level of engagement with the client important to the success of a practice? On a recent vacation, a trip to Walt Disney World Resort, I learned first-hand how customer service and interaction impacts the takeaway.

This was not my first trip to the Disney Resort in Orlando, Florida. I received a Disney World Annual Pass as a birthday present in 2002. I became a repeat and loyal patron of the resort and would travel from Charlotte to Orlando at least three times per year for the thirteen years I kept the membership going. A kid at heart, I enjoy themed attractions, especially immersive experiences and thrill rides. That was the first enticement, the second was Disney’s commitment to unrivaled customer service. I had not realized how much it meant to my personal travel experience until it failed.