Organizations that create exceptional experiences for their Guests know that details make the difference.
The secret to providing an amazing Guest Experience is simple: pay attention to the details.
Getting there, now that’s another story all together.
Greetings from Magic Kingdom!
courtesy John Skodak, CC 3343087934
When the rope drops this morning, I will already be inside the park, participating in the “Keys of the Kingdom” tour. Later in the day, I will be doing some “field work” for a Guest Experiences project – you’ll be hearing about it soon!
In the meantime, enjoy these Top Ten Takeaways from a Disney World Immersion from a previous visit.
Disney Expects Guests – What About You?
The Experience Begins in the Parking Lot
Pay Attention to Details Others Ignore
Engaging All 5 Senses Creates Memory Links
Making Dreams Come True Requires Resources
Team Members Who Dream Together Create Fantastic Results
Everything Begins with a Story
It’s Hard to Forget the Fireworks at the End of the Day
Yes, you counted right – there were 11 Takeaways – but it’s about Disney, where they always exceed your expectations!
Follow me on Twitter, Facebook, or Instagram for live updates throughout the day. I’ll be there from before it opens, till after it closes, with the Kiss Goodnight…
photo by Tom Brickman
Cinderella’s Castle is beautiful from every angle…
…but the most interesting view is underneath.
Deep underneath Cinderella’s castle in the middle of the Magic Kingdom is a utility corridor running from Main Street Square to Fantasyland. There is also a circular corridor running around the circumference of the Magic Kingdom. Though it gives the appearance of a tunnel, and many Cast Members call it a tunnel, these long passageways are really corridors, built on ground level and then covered over with 5 million square yards of dirt and sand dredged to create all the beautiful water features you see around the park. The visible park you see is really the second story of the park – but that’s really another story.
I recently spent 2 days in Walt Disney World, one of them being part of a Backstage Magic tour – behind the scenes, if you will, of all four theme parks in Walt Disney World. I will be recounting many stories from my time there in the days ahead, but there is no better way to start them than this:
Imagine, if you will, a long central corridor where almost all Magic Kingdom Cast Members pass through in their work at the park. To one side of that corridor, beginning a long wall of photos, sayings, and displays of the history of Walt Disney World, is a simple poster with a picture of Walt Disney and these words:
Walt Disney’s vision for a great guest experience:
Safety, Courtesy, Show, Efficiency
In a line past that poster, you will see 4 more large posters, with a smiling Cast Member’s picture on each, with these words below:
Known by various terms but most often called the 4 Keys, they were literally Walt Disney’s vision for Guest Experiences – first at Disneyland when it opened in 1955, then at the Magic Kingdom in 1971, and at every other theme park, cruise ship, and Disney organization since then.
These 4 keys are simple service standards, and they can be powerful tools in any organization – but especially ChurchWorld.
There is power in establishing a framework of values from which everyone in your organization operates. Within that framework, you can empower team members in a way that gives them a sense of ownership and purpose. You create a consistent image across the entire organization.
Disney’s standards have stood the test of time for over 50 years – shouldn’t you consider creating standards for your organization that will stand the test of time as well?
Today begins a 14-part series on Guest Experience applications from my recent 2-day immersion at Disney World. It’s time for Disney Lab!
2013 GsD (Doctor of Guestology) journey
27gen.com 