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Lessons from Disney

For two years my family and I lived in Orlando and we got to visit Disney and all their numerous parks, well over 40 times during that two year period (we certainly made good use out of our yearly pass!). Needless to say, we got to know Disney up close and personal. And one thing we noticed throughout our entire time with Disney was the consistency of the experience. It was always top-drawer and it never failed to please. In fact the experience is so excellent that our recent visit last year to Six Flags in Atlanta felt like a big disappointment (not because Six Flags did anything wrong - but rather it seen in light of the high bar set by Disney).

Read below some good observations from Devin Hudson about First Impressions from a Disney perspective.

1. First Impressions are lasting. If you have been to Disney, you know how well trained their "cast members" (employees) are. They are friendly, helpful, and always seeking to make your experience better. Sure you run into a fair share of employees who are not having a great day but the general tone of the park from the moment you arrive is friendliness and helpfulness.

2. First Impressions do not step once you have arrived. There is always help available. On more than one occasion I noticed a Disney employee approach a bewildered couple staring at a park map to ask of they needed help or directions. They are trained to look for opportunities to serve those at the park.

3. Efficiency and effectiveness are essential. The first time I went to Disney I was about 13 and I rode about 3 rides a day because you stood in line for 2 hours waiting for a 30 second ride. I hated it. If you have been to Disney in recent years, you know they have done everything they can to make their park more efficient which makes for a more effective experience. Fast passes and adding parks and rides has helped make the overall experience more positive. It also helps that we went during one of the slowest weeks of the year and rarely waited more than 5 minutes for a ride. Disney was already an enormous attraction without improving itself but it was not content to survive. Disney knew that to thrive they had to constantly improve their efficiency and effectiveness and that is what they did.

4. Excellence is a must. If you have been to Disney, you know how clean it is. You know how detailed it is. You know the high level with which they operate. Everything they do is done with absolute excellence.

Read the rest here: graceisthepoint: Lessons from Disney


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