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Disney Brand Loyalty Book

Neglect gets expensive over time

Disney road signs
Disney road signs. Hindsight is generally 20/20…sideview mirror reference.

Organizational culture is like personal health…it gets expensive to restore if you neglect it too long.

You know what the real challenge is?

We get so used to accepting that our organizational health is less than vibrant that we eventually stop being motivated to do anything to change it. And this gradually makes our culture more toxic.

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Categories
Disney Brand Loyalty Book

Downside to world-class organizational vibrancy

Apple Store Mall at Millenia
Apple Store Mall at Millenia yesterday minutes before opening at 11am.

The downside to world-class organizational vibrancy?

None.

There’s something about world-class organizational vibrancy that attracts and retains great (loyal) employees.

Same thing happens with customers.

World-class customer service vibrancy attracts and retains great (loyal) customers.

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Disney Brand Loyalty Book

South America interview questions

Stitch backpack
Yesterday while sitting curbside watching a Disney Streetmosphere show.

 

Disney Keynote Speakers
Streetmosphere.

 

Disney Leadership Speakers
Selfie. Portrait mode. Minnie and Roy.

 

Note: These questions were sent to my Speaker Agent from a South American journalist. There was no face-to-face interview.

1. How job retention trends have been changing in recent years?
A. Generally, people leave a company because their leader isn’t meeting or exceeding their expectations. Employees perform in a mirror fashion to the genuine care they receive from their leaders. Great leaders are the first line of defense against rising turnover. Great leadership is reliably measured with an annual, comprehensive and anonymously submitted 360-degree review process.

2. Do work relationships change when talking about a 100% digital company? in which areas?
A. Whether you interact with your employees and customers face-to-face, through voice, or digital, the goal never changes – always exceed expectations and make people feel special by providing individualized treatment.

3. What has the digital economy taught us about results through labor benefits?
A. Sorry, i do not understand this question.

4. What model of labor benefits that Disney has can be replicated in other small or medium companies around the world?
A. Offset and compliment tangible benefits by providing many, diverse, and highly-valued intangible (low-cost to no-cost) benefits to send a great message that an organization cares for and values its employees.  Additionally, make it part of your culture that one of the best intangible benefits is the opportunity to work with great leaders.

5. In your experience, ¿does monetary benefit improves the quality of the employees labor? What are other strategies?
A. Generally yes at Executive positions, with competitive salaries and bonus compensation strategies a must-have strategy. And like i said earlier, low-cost to no-cost unique intangible benefits are highly prized at every level.
In the middle and front line levels monetary incentives would be an exception. For most hourly positions the various Labor Unions dictate that annual pay increases are linked to longevity, not performance. The overwhelming majority of Disney Cast Members are not incentivized with money.

 

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Categories
If Disney Ran Your Life

The secret to a great employee culture

facebook and addiction
How true could this really be?

 

Disney speakers jeff
No place like Orlando’s airport.

 

Goofy
Context.

 

facebook and addiction
Bold statement. What-chew-think?

 

After the Disney Employee Engagement Keynote speech, there was a video interview in a nearby Boardroom.

A question centering around what’s the secret to a great employee culture directed my answer in a unique way….

” Everyone knows the benefits of taking care of your personal health. Yet many of us struggle to be excellent at the basics for personal vibrancy. Organizational vibrancy – a great employee culture – is the same thing. We all know the benefits of doing the right things, the basics, and those who succeed are the ones who make the basics their top priority.”

 

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Categories
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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