Musings of a Business Coach...
Certified Business Coach George Watson shares some insights and experiences from his over 10 years coaching leaders in business.
The Disney Attitude
I went to Disneyland last week for a long awaited family vacation. We were excited to get off the plane and be greeted by the sunny hot weather of southern California after leaving Vancouver’s grey wet skies. The sun was shinning, the palm trees were swaying, and our hotel pool…was being painted. The staff at the hotel “felt our pain” and were able to upgrade our room to a much larger family suite. We were initially very upset as the pool is a big part of our vacations, but the willingness of the staff to work with us and find a solution helped cool us down. Besides, we had access to the pool right next door so we could live with the compromise. What impressed me though, was the helpful attitude of the hotel staff. In fact every Disney employee we encountered had the same pleasant and helpful attitude toward us…and especially our kids.
Being a person who is always evaluating employee performance and quality of service, I was happy to see this trend repeated everywhere we went no matter what time of day. It didn’t matter if it was the hotel manager or the guy cleaning the street at the end of the day, everybody had the “Disney attitude”. Disney understands that their people contribute as much, if not more, to the visitor’s experience as the rides and Disney characters do. Almost every Disney employee took the time to bend down to eye level and have a short, friendly conversation with my kids no matter how busy it was. This focus on customer service is one of the reasons why the Disney organization has continued to grow during times of recession. Disney also knows that if they “wow” you enough with customer service, you forget you’re paying $3 for a bag of chip and $8 a beer.