When you think about IT support, “itmagical” might not be the first word that comes to mind. But what if it could be? Imagine an IT experience where your problems are solved before they disrupt your work, where the service feels seamless, and where your provider anticipates your needs before you even have to ask.
That’s exactly what Disney does for its guests every day.
Disney University (Disney U), the company’s internal training program, teaches employees, whom it refers to as Cast Members, that they aren’t just providing a service but rather creating an experience. At its core, Disney U is about consistency, proactive service, and exceeding expectations, all values that great IT support should embrace. Here is how we strive to embrace the Disney U approach to transform the way our IT support serves businesses and what that means to customers.
Lesson #1: Be Proactive, Not Reactive
“The customer doesn’t always know what they need, so anticipate it for them.”
Ever been to a Disney Park on a hot day? Chances are, you didn’t have to ask where to find water. Disney already placed water stations and vending carts in high-traffic areas because they anticipate guest needs before they become a problem.
Great IT support should do the same. Instead of waiting for things to break, a well-run IT provider constantly monitors your systems, patches vulnerabilities, and keeps you updated on potential risks so you never even experience downtime.
For example, one of our prospective construction clients had no idea they were at risk of a ransomware attack. We identified a weak link in their email security and implemented multi-factor authentication (MFA) before disaster struck. A few weeks later, hackers attempted a phishing scam which failed because we had already fortified their defenses. IT shouldn’t just be a fix-it service; it should be a strategic partner that keeps problems from happening in the first place.
Lesson #2: Create a Frictionless Experience
“Make it easy for customers to get what they need without frustration.”
Disney knows people hate waiting in long lines. So, they created FastPass and Genie+, allowing guests to skip unnecessary delays. The same principle applies to IT support: your business shouldn’t have to jump through hoops just to get help.
How Does That Translate to IT Support:
- Easy-to-reach support teams (No endless phone trees!)
- Clear communication (No tech jargon, just solutions.)
- 24/7 monitoring & emergency support (IT problems don’t follow a 9-to-5 schedule and performing proactive maintenance shouldn’t impact your business during business hours)
One of our clients was frustrated with their previous IT provider because every service request required multiple emails, long response times, and unpredictable pricing. These headaches were resolved by implementing the following:
- A dedicated account manager for all IT needs
- A streamlined ticketing system with real-time updates
- Regular check-ins to ensure everything runs smoothly
The result? Less downtime, fewer headaches, and a happier and more productive team. Your IT provider should make getting support as easy as ordering a coffee; quick, seamless, and frustration-free.
Lesson #3: Train Like You Mean It
“Empower employees so they can deliver great service.”
At Disney, training isn’t just a one-time thing, it’s a culture. Cast Members don’t just learn how to operate rides; they learn how to create magical experiences at every guest touchpoint. IT support should take the same approach. Instead of just fixing problems, a Managed Service Provider should educate your team so they can use technology more effectively and safely.
A manufacturing client of ours was constantly dealing with cybersecurity issues because employees didn’t know how to spot dangerous emails. We implemented a fun, interactive cybersecurity training program that turned their biggest vulnerability (human error) into their strongest defense. Within months, attempted attacks dropped significantly, and employees felt more confident in spotting scams. A great service provider doesn’t just fix problems, they empower your employees to prevent them.
Lesson #4: Make Every Customer Feel Valued
“It’s not just what you do; it’s how you make people feel.”
Disney is known for its legendary customer service. If you drop your ice cream, a Cast Member will replace it with no questions asked. If a child loses a stuffed animal, the staff often goes above and beyond to return it, sometimes even sending it back with a “vacation photo album” of its adventure around the park.
Exceptional IT support should be just as personalized and customer-focused. It’s not just about fixing technical issues; it’s about making clients feel heard, respected, and genuinely cared for.
One of our long-time clients was struggling with a major system outage late on a Friday night. Instead of treating it like “just another ticket,” we treated it like the emergency that it was. Our team worked all night and weekend as part of our regular service, getting their systems fully restored before Monday morning. The client was blown away, not just by the technical expertise, but by the dedication and importance we placed on their success.
Your IT provider should feel like an extension of your team, not just a service you call when things go wrong.
What IT Can Learn from Disney
At the heart of Disney U is a simple but powerful idea: customer experience matters more than anything else. We feel the same is true for IT support.
- Proactive Service: Your provider should anticipate problems before they happen.
- Seamless Experience: Getting IT support should be effortless, not frustrating.
- Education & Training: Your team should feel empowered, not confused by technology.
- Customer Care: Your IT provider should always go the “extra mile” to make sure you succeed.
If your IT provider isn’t delivering this level of service, maybe it’s time for a change.
Is Your IT Support Creating a Magical Experience?
At Computer Dimensions, we don’t just fix IT problems, we create seamless, proactive, people-first experiences that help businesses thrive. Let’s talk about how we can bring Disney-level service to your business’s IT.
Contact Computer Dimensions today!
Your business deserves IT support that feels MAGICAL. Let’s make it happen.
