I have written about this in the past (click here for Disney Service in Your Branch), and I speak about it A LOT!!! But, I just saw a new viral video demonstrating why Disney stands alone in all things experience and I had to share it with you.
I have written about this in the past (click here for Disney Service in Your Branch), and I speak about it A LOT!!! But, I just saw a new viral video demonstrating why Disney stands alone in all things experience and I had to share it with you.
The guest does NOT always have to win to have a great experience. Here, Gaston from Beauty and the Beast does his best to embarrass a confident guest.
The “Disney Magic” is that they do not hire “employees” or “team members,” they hire a “CAST.”
You don’t need to equip your tellers with pink dresses – some of the men may have an issue with it. But you DO need to make sure your staff understands that they are on stage and in character.
Did your girlfriend dump you last night? Leave it at home. Did you get a speeding ticket on the way to work? Leave it in the car. At Disney, the cast is NEVER out of character and neither should your folks.
From the time you pull into the parking lot until the time your rear wheels hit the street – you are on the clock, getting paid and in character. Here are some more examples:
This last photo is my personal Disney experience. If you click on the image, you’ll see how one princess, dressed in a flowing pink gown on a 115 degree Florida summer day, turned a tragic experience with crying children into a day we will never forget as a family … That’s Disney Magic!
So yes, if given a choice, I would much rather open a new loan or checking account with a Disney princess – and it’s not just because I have a “thing” for Belle. We don’t sell loans or accounts, we sell TRUST. And trust comes through our personal EXPERIENCE. In every encounter, in every minute of every day. So start right now:
- Define the characters that you want your Cast to be
- Nurture the environment that these characters live in
- Hold everyone accountable at all times … no excuses
- Hire and fire accordingly – Think like a Director – not an executive
- Celebrate the little things and have fun!
