🎃 3 things I learned from my evening and morning at the Warner Bros. Studio Tour London:
1⚡️The Magic of Genuine Engagement:
5 days after event (and many Ravenclaw cocktails later) I still remember the names of 3 team members who made my evening unforgettable.
🧙♂️Ben guided me as I flew my broom and then on the Hogwarts Express, ensuring I was having as much fun as a first-year discovering the Great Hall.
🧙♀️Leah, observant as Professor McGonagall, spotted that I missed the wand combat lessons and organized a new one just for me.
And finally 🪄Harry, who turned 19 at midnight. I can hands down say Harry has given me the best customer service I've ever experienced. He created an environment which felt authentic and comfortable and where we felt like the most important people he'd ever meet. We chatted, laughed, and he went out of his way to help with my lost cards and split bags, all while staying professional. And his name is Harry, go figure!
2⚡️ Consistency is Key:
As Samantha Potts and I spent a few hundred pounds in the shop the next morning 🙈, we observed all the assistants. One (I think her name was Mitch) engaged with every single customer with genuine care and curiosity about their visit and what they chose to buy, in good Luna Lovegood style. She gracefully managed long queues while prioritizing each person like they were VIPs. She didn’t know we were watching. When people deliver this kind of service when no one's looking, you know you've built the right culture.
3⚡️ Behind the Scenes Magic:
As Geoff Spooner puts it, the customer experiences magic, but behind the scenes it's not magic, it's sheer hard work. All the WB team members were always on full alert; they had no other agenda or priority apart from ensuring every single one of us left feeling like we had just experienced the best evening of our lives. That's not easy - it requires the right people in the right jobs with the right tools, feeling empowered to do what's right for their customers.
It was incredibly inspirational to experience this and learn from the best. I could also have cried when they brought in Art Director Gary Tomkins to tell us how he made magic happen on screen - like getting a personal tour from Dumbledore himself!
From a hardcore Harry Potter fan and Ravenclaw nerd, I will literally never forget this experience.
Thank you to Geoff Spooner, Sarah Roots, Mark Douglas (the best table host in history) and the whole WB team for making magic happen, and to Bernard Donoghue OBE, Angela Ham MBE and Association of Leading Visitor Attractions for the opportunity and another unforgettable Council Meeting.
❤️ Maggie Smith, who brought McGonagall to life - her legacy will be as enduring as the magic of Hogwarts itself.