That is one of the first things we learned as new Disney Cast Members.
We didn’t serve customers, they weren’t tourists, nor a crowd.
They were guests.
Just like you would have a guest in your home.
Walt Disney made sure that all of his guests were treated just like that.
His guests were “made up of my neighbors, people I know and meet everyday: folks I trade with, got to church with, vote with, compete in business with, help build and preserve a nation with“. (Quote by Walt)
You wouldn’t keep a neighbor waiting in your living room for 30 minutes while you yacked on the phone to someone else, would you?
And that was the message Walt wanted to convey every day through his cast members. “They are guests in my house, treat them that way”.
We often hear of the seemingly herculean efforts Disney uses to keep their guests happy.
Like the time a friend of mine was on a Disney bus going to dinner.
The bus driver asked him how the resort was. My friend mentioned that it was awesome, but that the bathroom sink had an annoying drip, but had not had the time to report it to the front desk.
When he arrived back at his room after dinner, the drip had been fixed.
Amazing? Astounding? Magical?
To my friend it certainly felt that way.
But to the bus driver cast member, he was fulfilling his mission “Make people happy”.
I often ask at this point in an article or email “What’s this got to do with your business?”
By asking this question, I am not implying that you should copy exactly what Disney does. (Unless of course you own a resort and a bus).
What I am asking is “How can you modify, shape, alter or adapt this in your business or industry?”
February’s Mouster Class is going to be all about how to apply Disney’s secrets for guest service, employee engagement and operations.
The Mouster Class won’t hit the presses until Feb.1. But to ensure that you get it, you need to be a DSNi Inner Circle Cast Member.
You can take care of that here: https://www.deliverservicenow.com/invitation-to-become-a-dsni-inner-circle-cast-member/
