“Dump your ice cream cone on accident on Main Street? Tell them. You’ll get a new one. Offering to take a picture of your family so you can be in it? They do it all the time.”
My friend, fellow pinball fanatic and former biology lab partner Suzanne interned at Disney a … umm … uhh … a while ago. 🙂
It’s still with her. I can’t tell it any better than this:
“Yes, years after interning there, I am still brainwashed.
“I still point with two fingers or the whole hand.
“I still offer to take pictures of families I see out and about (which drives my husband NUTS!), but it was so part of the culture there.
“I think that’s the difference. Customer service has to be part of the culture.
“We were told over and over again that we were the face of Disney and it didn’t matter if that guest (yes GUEST, not customer – a tidbit that Target adopted after sending their management folks through Disney training) was in our parks for the tenth time or first time, our job was to make it feel like their first time and make it wonderful.
“Nine great things could have happened to them on their trip, but guests (customers) don’t talk about that.
“They talk about the ONE BAD thing that happened. It was drilled into us to NOT be the one bad thing.
“That said, I interned there when I was twenty. Those principals have stuck with me throughout my career, even though it’s been in high tech – not tourism.”
Thanks, Suz.
In 250 words … Suzanne covers 12 of the 14 facets of shareworthy service.
Disney, dude.
All these years later, Mouse can still bring it.
Of all the things I’ve done, the most vital is coordinating those who work with me and aiming their efforts at a certain goal.
– Walt Disney
Tim,
There’s a single word that jumped off the page, which explains how Disney was able to create this type of “Hall of Fame” culture. That word is “with.” The quote from Mr. Disney references “those who work WITH me…” He didn’t say, “those who work FOR me…” That little change in mindset fosters a team atmosphere, which is the only way something of this magnitude can be accomplished.
Thanks for the reminder and insights on what a healthy work culture can mean to creating success!
Very perceptive, Joe. I’ve been thinking about this subtle difference all day. Some people certainly pay lip service to it, but it’s always pretty obvious. What’s the old saying? “It’s a lot easier to fool up than to fool down.” Thanks for sharing.