What would Walt Disney Parks and Resorts be without its Cast Members and the extraordinary level of service delivery they strive for each day? Clearly, this is critical to our continued growth and success as a business. Because of this success, we are constantly asked, "How do you do it?" And, the even more interesting question may be, "How do you sustain it?" Recently, I reflected on this idea while thinking back to the start of my career, and how much change I've seen over the years. But, even with all the change, one constant is the level of service our Disney Cast Members are known for providing across the globe. Even decades later, Walt's legacy of providing exceptional Guest service continues at every Disney destination.
But, let's get back to the matter of, "how." From the start, Walt knew how important it was to empower his Cast Members at Disneyland to strive for excellence and deliver outstanding service to each and every Guest. In fact, Walt Disney once famously said... "You can dream, create, design, and build the most wonderful place in the world . . . but it requires people to make the dream a reality."
So, how do we ensure that everyone is able to deliver on Walt's vision?
At Disney Institute,we have found that an essential ingredient for outstanding service delivery is empowerment at all levels, coupled with thorough equipping. What do we mean by this? Most organizations understand that it's essential to equip employees with the skills to complete the day-to-day tasks of their jobs. But, those skills must be coupled with a clear understanding of purpose and how each individual fits into the "big picture" of the organization.
A best practice we've learned at Disney is to provide highly intentional training for all incoming Cast Members. The initial class, taken on the first day of training by each new Cast Member, regardless of their role or level in the organization, is called Traditions. Instead of first providing them the technical skills they will need to complete the tasks in their new roles, we share with them the big picture--their purpose--which is to create happiness. Sharing our common purpose empowers each and every Cast Member right from the start to begin providing outstanding service to Guests.
Remember, the more empowered an employee feels, the more engaged they tend to be in the technical aspects of their jobs, as well as in the quality of service they provide to customers. It makes sense then, to empower everyone to deliver great service to customers beginning on Day One.
If you'd like to learn more about how to provide extraordinary service to your customers, check out our Disney's Approach to Quality Service professional development training course for individuals. Or, bring our team to yours with a private initiative for your entire organization.
Think about it: How can you empower the people in your organization to deliver exceptional service, beginning on day one?
For more information, visit DisneyInstitute.com.