Tag: Service

Disney’s Seven Seas Lagoon

Disney's Contemporary Resort
In Disney’s Monorail beam shadow, looking across Seven Seas Lagoon, the majestic Disney’s Contemporary Resort.

Envisioning a future that is not only better than now, but much better, puts a smile on everyone’s face. Walking past Magic Kingdom’s front entrance to “get to work” is possible because of a long-ago vision. What if we built a Guest walkway between Magic Kingdom and Disney’s Grand Floridian Resort and Spa?

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Reason

Disney Keynote Speaker Jeff Noel
One Man’s Dream at Disney’s Hollywood Studios.

% driving in. True North. 80k, 2k, 1. Purpose vs Task. Discretionary effort. Obstacles. Popcorn Patty. Parade.

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Behind the scenes: Reason

Disney Keynote speaker Jeff Noel
Why stay active? What’s your reason?
  • Reason: 0 min
  • % driving in: 1 min
  • True North: 2 mins
  • 80k, 2k,1: 1 min
  • Popcorn Patty, after parade: 3 min

7 mins total.

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Disney’s simple, key, repeatable messages

disney keynote speaker Jeff Noel
Improve Like You Mean It. Simple. Key. Repeatable. Transformational. Habits. You’re welcome.
  1. Goal is not the target, goal is the bullseye. Exceed expectations. Wow. Cup of ice. See the guy in the Hawaiian shirt?
  2. Free, infinite toolkit. Draw circle. N,W,S,E. Popcorn Patty. Three-oClock Parade? Be on this side of Main Street.
  3. What reason to hit bullseye, using unlimited tools? What percent driving in today? Off task, on purpose. Two sisters, female supervisor. Would you like to be in the picture?
  4. How important is consistency on a 10-scale (10 high)? Write (and define) C,E,S,S. Divide room. Unpack chaos. Haunted Mansion Jeff.

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

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.

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