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Disney Brand Loyalty Book

Read just the first sentence in the Tweet

Disney speaker jeff
Huge difference between training and development.

 

Read just the first sentence in the Tweet.

Only that sentence.

At Disney, training is highly structured, designed by an expert Human Resources team, and delivered by carefully chosen hourly Cast Members called “Disney Trainers”.

A Disney Trainer is not a full-time role.

You perform your normal Host/Hostess role and when you are needed, you are scheduled to be a trainer and get a small hourly pay increase for the hours you are officially designated as a trainer.

Training Manuals filled with Standard Operating Guidelines for each individual role are followed and administered without deviation.

There are additional layers to training and i am skipping those intentionally to jump to development.

Development at Disney, and any great organization, is the opposite of training.

Development is highly unstructured.

There are no manuals.

There are no trainers.

Development is initiated by great leaders.

Good leaders may rarely initiate development.

There is also very little accountability to insist that development is robust.

Great Disney leaders have unlimited and creative ways to develop others (usually their direct reports, but not limited to that).

For example, during a bi-monthly one-on-one meeting with my leader in 2007 (seven years before i retired), Wayne said, “Not everyone on the Executive Team likes you. When you’re in meetings, just zip it.”

Those two sentences changed the trajectory of the second half of my 15-year Disney Institute career.

In fact, in all of my 30-plus years at Disney, this was the simplest, quickest, and most impactful development any leader bestowed on me.

Contrast that with a seven-month full-time special assignment as a Guest Satisfaction Measurement (GSM), the second most impactful “development” in a long career.

Just to be crystal clear:

Train for compliance with the highest industry standards.

Develop for commitment so strong, you earn the reputation as being a great place to work, because your mission (and the way you connect your team to it) is so powerful.

 

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Categories
Professionally Speaking

You were born to learn, grow and teach

Disney leadership speaker
As CEO of YOU, Inc, your personal and professional development is your responsibility.

 

You were born to learn, grow and teach.

Develop yourself like you mean it.

No one else will do this for you after you turn 18.

 

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If Disney Ran Your Life

What does Disney Institute have in common with Glacier National Park?

Disney Keynote Speaker
All of today’s photos were taken in late Spring at Glacier National Park.

 

Disney Keynote Speaker
That Disney guy is determined and driven. Pretty flexible too.

 

Disney Keynote Speaker
Same Avalanche Lake, different day.

 

Disney Keynote Speaker
The difference weather makes is the same difference attitude makes – dramatic.

 

Disney Keynote Speaker
You are my Sunshine, my only Sunshine…

 

Disney Keynote Speaker
We are Disney!

 

Disney Keynote Speaker
Off-roading.

 

Orlando Disney Speaker
Mulan hiked Scenic Point Trail in Two Medicine. How appropriate.

 

Orlando Disney Speaker
iPhone can do cool things that you may or may not intend.

 

Orlando Disney Speaker
A brisk morning at Lake McDonald Lodge marina.

 

Orlando Disney Speaker
Serve like you mean it.

 

Disney Institute Speaker
Must be the Pixie Dust that has everyone smiling all the time.

 

Disney Institute Speaker
We came inside to warm up.

 

Disney Institute Speaker

 

Disney Institute Speaker
We love Glacier National Park.

 

What does Disney Institute have in common with Glacier National Park?

The distinction of being an inspiring place to visit.

What follows is a cut & paste from a promotional email sent by a Syracuse, New York business that is sponsoring a Disney Institute day-long training Customer Service session:

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Disney Institute is bringing its renowned professional development course, “Disney’s Approach to Quality Service,” to Syracuse!

Excellent service does not simply come from a friendly transaction or helpful technology—it is the result of truly understanding your customer’s expectations and putting the right guidelines and service standards in place to exceed them. When an organizational framework properly unites its people, place and processes by putting the customer at its core, exceptional service becomes possible across customer touch points. This creates greater intent to return and recommend, as well as a stronger competitive edge. With more than 90 years of world-renowned customer service, no one understands this better than Disney.

With a common purpose and quality standards, employees at the front line are empowered to perform because they are equipped with the right tools and clear service expectations. When team members’ behaviors are reinforced through positive feedback, they feel valued and appreciated and will make sure their customers do as well.

What You Will Learn:

  • Adapt time-tested Disney business insights to assess and improve your organization.
  • Determine how you can differentiate your service to become a provider of choice.
  • Design quality service standards to create a consistent service experience.
  • Use tools to gauge the needs, wants, stereotypes and emotions of your customers at an individual level.
  • Understand the processes necessary to develop a culture that consistently delivers exceptional service.
  • Recover effectively from a service failure and turn it into an opportunity to strengthen customer relationships.

 

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

If you want to stay on this site and read more posts from this Blog, click here.

 

Categories
Dear Son

The whole point of development

The whole point of development is to do one thing brilliantly.

To move a highly trained, professional team of compliant employees to an unstoppable team of fully committed, heart-and-soul-on-fire employees.

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

 

Categories
No really

The value of enterprise and being a great example

Middle School graduation
Last night just minutes before the Middle School graduation ceremony.

 

Leadership has many definitions.

Respect, trust, transparency, authenticity, goodness…these words come to mind.

In the photo above, you see them bearing fruit.

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