Friday, March 11, 2011

Leading Happiness

This week I’m attending Disney’s Approach to Quality Service at the Disney Institute at Walt Disney World. In the last couple of days, so far, I’ve learned an incredible amount of proven service traits. I thought I knew a lot about Disney already, but wow, I had only the tip of the iceberg.

Disney is continuously translating Walt’s simple philosophies into successful business strategies.

One of the first things that stood out for me was the simplicity of the Disney Strategy:

- Exceed our Guests’ expectations,

and the Disney Tactic:

- Pay attention to every detail of the delivery.

Again, Wow – just think how successful your organization would be, just by building these two things into your culture.

Research has shown that consumers believe that about 48% of employee’s, collectively, are helpful, but don’t go the extra mile. That’s almost half, folks! If the same survey was completed, specifically, at Disney Parks, I’d be willing to bet that that percentage would be WAY less than that. Where would your employee’s fall in that same survey?

How many of you REALLY pay attention to detail? Don’t just look at things that you know your customers will see. Disney thinks that it’s better if Guests DON’T notice something rather than notice something that’s out of place or not up to standards.

For those of you who have been to the Magic Kingdom, have you ever noticed the hitching posts on Main Street? Most people I ask that of haven’t noticed them. That’s because they’re painted every night. If they weren’t, Guests would notice scratches and chips. It’s better that they aren’t noticed.

The next time you watch a Disney/Pixar movie, pause it here and there and take note of everything you see. There’s an abundance of visuals in there for everyone.

Exceeding expectations and paying attention to detail . . . two things that will make the difference between success and mediocrity.

No comments: