Disney Great Service guidelines

Disneyland entrance
Performance Excellence was not rolled out at Disneyland.

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When giving feedback, be specific, timely, sincere.

dad

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Disney’s Great Service Guidelines:

  1. Make eye contact and smile
  2. Greet and welcome each and every Guest
  3. Seek out Guest contact
  4. Provide immediate service recovery
  5. Display appropriate body language at all times
  6. Preserve the Magical Guest experience
  7. Thank each and every Guest

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History lesson: 

Originally debuted to provide Leaders a coaching and development tool.

Originally called Disney’s Guest Service Guidelines.

Changed Guest to Great because too many backstage Cast thought the guidelines only applied to Guest-facing Cast.

This was one of many new Leadership and Employee tools created after Judson Green flipped upside down the organization pyramid we fondly recall as Performance Excellence.

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High altitude leadership

Swiftcurrent Glacier
Swiftcurrent Glacier view from Swiftcurrent Mountain.

High altitude leadership is the same as low altitude leadership.

  • Vision
  • Involvement
  • Accountability
  • Commitment

Never get bored with the basics.

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The paradox of boredom

On a napkin, on a moment’s notice, for an audience of one, a 5th grader.

The paradox of boredom is simple.

You either pick never getting bored with the good and decent basics or you pick the opposite.

Find a million ways to stay motivated.

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This video on selling basics is better than i thought

Habits and rituals.

That’s how you operationalize or destroy organizational culture.

It works in sales too.

i’m not skilled at selling for people’s money.

i am skilled, however, at challenging others to .think .differently

And the cool thing is this…

It never feels like work.

And the bonus…

It inspires me to maintain an insatiable appetite to learn and teach.

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This website is about our WORK. To ponder today’s post about our HQ, click here.

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Leadership 101

Disney Keynote Speaker
Leadership 101.

 

Leadership 101.

Have convictions.

Be open to new perspectives.

 

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