- 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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This website is about our WORK. To ponder today’s post about our HOME, click here.
Behind the scenes: Reason
Tag: Service
Disney’s simple, key, repeatable messages
- Goal is not the target, goal is the bullseye. Exceed expectations. Wow. Cup of ice. See the guy in the Hawaiian shirt?
- Free, infinite toolkit. Draw circle. N,W,S,E. Popcorn Patty. Three-oClock Parade? Be on this side of Main Street.
- 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?
- 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
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When giving feedback, be specific, timely, sincere.
dad
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Disney’s Great Service Guidelines:
- Make eye contact and smile
- Greet and welcome each and every Guest
- Seek out Guest contact
- Provide immediate service recovery
- Display appropriate body language at all times
- Preserve the Magical Guest experience
- 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.
Everyone is a VIP
The mark of an exceptional company is how it treats exceptions.
Joe DeJorge (FedEx)
Everyone is a VIP, a very individual person.
dad
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