Monday, November 5, 2012

Everyone Picks Up Trash

Walt Disney once said about cast members (employees), “We train them to be aware that they’re there mainly to help the guest.”

Helping the guests (visitors) means not only personal deeds, but also keeping the parks clean. And when Walt said “them”, he meant everyone.

No one in your organization is exempt from guest support and service – this includes you. This reminds me of the story of the new Disney executive in California that on his first day walked past some trash on the ground while on his way from his car to his office. He got to his office, settled in, and a few minutes later another cast member walked in, placed the trash on his desk, and said, “Everyone picks up trash.”

If you want your employees to act a specific way, then you must also mirror that effort. And DON’T be surprised if someone calls you on it if you aren't doing it. It doesn’t matter whether you’re the CEO, department head, or the brand new supervisor. You must walk-the-talk. Talking only works if you have the walk to back it up.

Your employees are watching you – they see a lot more than you think. Next time you’re about to walk past trash, make sure you stop to think if that’s what you want your employees doing.

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