What Disney Taught Me Last Week

Last week my family spent several days in Walt Disney World. It is our favorite place to go. Honestly, I love going because it is as if we can all be kids. I also enjoy going because I learn so much about how to better care for guests. My leadership is always influenced and hopefully enhanced by my experience at Walt Disney World.

We stayed in the Lion King Suite at the Art of Animation Resort. We decided to spend two days at Magic Kingdom, one day at Hollywood Studios, and one day chilling by the Big Blue Pool.

I kept notes along the way. Here is what Disney taught me last week:

  1. They didn't always get it right. Sometimes the pixie dust was missing. They're human.
  2. I hardly saw any trash. Manager-level cast members walked around with trash picker-upper tools.
  3. Cast members faced the guest and not each other. I didn't feel like I was interrupting them.
  4. They corrected mistakes...quickly. We had a disappointing experience in the Magic Kingdom's Bibbity Bobbity Boutique and they gladly fixed it fast...with smiles.
  5. Not all cast members had great attitudes. My daughter remarked that one guy must hate his job.
  6. Cast members were everywhere and ready to help. It was as if they were proactively looking for us.
  7. Cast members missed timely communication moments and it ended up frustrating park attendees.
  8. Two cast members at one entertainment attraction said one thing to me and did the opposite for others right in front of me. Doesn't feel good.
  9. They cared about how you exited Magic Kingdom, just like they cared about how you entered. Both were intentional.
  10. They paid fantastic attention to detail, even if they thought nobody noticed.
  11. One cast member was cleaning toilets with great care and positivity.
  12. The lifeguards were fascinating to watch. I saw them train and simulate emergencies everyday. I loved that even when I tried to ask them a question, they never looked at me when responding. They constantly scanned the water for people.
Whatever you do, do it well. Do it so well that when people see you do it they will want to come back and see you do it again and they will want to bring others and show them how well you do what you do.
— Walt Disney