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.
I kept notes along the way. Here is what Disney taught me last week:
- They didn't always get it right. Sometimes the pixie dust was missing. They're human.
- I hardly saw any trash. Manager-level cast members walked around with trash picker-upper tools.
- Cast members faced the guest and not each other. I didn't feel like I was interrupting them.
- 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.
- Not all cast members had great attitudes. My daughter remarked that one guy must hate his job.
- Cast members were everywhere and ready to help. It was as if they were proactively looking for us.
- Cast members missed timely communication moments and it ended up frustrating park attendees.
- 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.
- They cared about how you exited Magic Kingdom, just like they cared about how you entered. Both were intentional.
- They paid fantastic attention to detail, even if they thought nobody noticed.
- One cast member was cleaning toilets with great care and positivity.
- 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.