Can we all agree that Disney is magical? Wanna know one of their secrets?
Disney Resort in Orlando averages about 20 million guests every year.
To keep the magic, the theme park employs over 77,000 employees, known as cast members - who consistently deliver an exceptional, world renowned guest experience. They are fully aligned and committed to one outcome.
Ever wonder how they do it?
I can tell you it is not accidental.
Disney wrote the book on how to create a quality customer experience - and the way they’ve done it is both brilliant, and simple.
One of Disney’s goals is to have their cast members make good decisions and do the right thing on a reasonably consistent basis - and it empowers them to do so using a basic values-based system.
Decisions related to delivering on their value of exceptional customer service are to be made based on these four items, in this order:
01. Safety
02. Courtesy
03. Efficiency
04. Show
As long as an employee can demonstrate this hierarchy in their decision making, they will never be second guessed.
Here’s an example of how it works.
Let’s say a cast member is a janitor and they are busy emptying a garbage can when they notice a lost guest. They see there is no other cast member available to serve the guest. They are responsible for making the decision to leave their post to take care of the guest.
In this case, they know that courtesy trumps efficiency.
Now, if that janitor happened to be cleaning up a big dangerous spill where someone could slip and hurt themselves, and noticed this lost guest - they would know that they should make sure the area is safe before they help them - because they know safety trumps courtesy.
Simple.
Empowering.
Effective.
That's the power of values-based decision making, and how it can impact your culture and drive organizational goals.
Disney's reputation for service is a pretty compelling argument for a values-driven culture.
How could you be using culture and values to effectively drive your organization's goals?
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Stay is currently looking to take on a couple of new clients to develop and implement a values framework to help you drive your business objectives.
Book your free consultation here: https://tr.ee/P11VolSdWH