Entries Tagged as 'Lessons From the Mouse'

How To Make Sure Your Organization Is Always “Best In Show”

A Request

I hate to use this blog to ask for a favor (but I’m going to anyway). An important element of selling books on Amazon.com is the Customer Review section. Many potential book buyers, me included, often take a look at the reader reviews to see what others are saying about a book before deciding to buy.Lessons Cover

If you’ve read my new book, Lessons From the Mouse, and feel so inclined, I would certainly appreciate a brief review. Don’t be intimidated by the length of the review currently appearing with my book, most reviews are only a paragraph or two. Clicking on the book title above will bring you right to the book on the Amazon site.

Whatever you decide about writing a review, I hope you are finding the information in this blog to be useful. Please feel free to let me know if there are particular topics you’d like me to address in future posts.


My New Book, “Lessons From the Mouse,” is Now Available

Lessons Cover by you.I’m pleased to let you know that my new book, Lessons From the Mouse – A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life, is now available.

If you would like complete information about the book as well as ordering details, please visit www.LessonsFromTheMouse.com.

If you’d like to order right now, you can go to Amazon.com or BarnesandNoble.com. Discounts on ten or more copies of the book can be found at 800CEOread.com.

In brief, Lessons From the Mouse provides ten easy-to-read lessons for applying Disney World’s formula for creating legendary customer experiences. Any organization, and anyone in an organization, can put these principles to immediate use.

The book’s chapters include:

  • Never Let Backstage Come Onstage
  • What Time is the 3:00 Parade? Is Not a Stupid Question
  • Little Wows Add Up
  • Have Fun With The Job – No Matter How Miserable You Feel
  • Don’t Be a Customer Service Robot
  • Pay Attention to the Details – Everything Speaks
  • Never, Ever Say, “That’s Not My Job” – Don’t Even Think It!
  • Everyone Has a Customer
  • Figure Out What Ticks Off Your Customers – And Do Something About It
  • Take Responsibility For Your Own Career

I’d sure like to create a buzz about Lessons From the Mouse and I would be most appreciative if you would forward this blog post to anyone you feel would benefit from the book.

I hope you’ll check out Lessons From the Mouse. I would love to hear your feedback!



Customer Service – The Disney Difference

Yesterday I received an email from an employee of one my clients. The email shares a story of a recent visit to Disney World, comparing the experience to other theme parks. I thought it was a good example of how people make the difference. I’ll share the actual email a bit further in this post, but I want to make a couple of comments first.

In the case of a theme park, certainly the rides and shows must be great. But that’s not enough. There are lots of places with great rides. But if you combine a quality product with great service delivery, you have something special.

As you read the story, think about your own organization. Think about ways that you can build meaningful relationships with customers. Think about the types of interactions that result in customer delight and how you can create standards that make customer delight “business as usual.”

 Last week, I was on vacation and decided to spend a few days in the Orlando area. I purchased 3-day passes from Disney for myself and three teenagers (ages 13, 14, and 15).  As usual, we had a great time visiting all the Disney theme parks.  We purchased the tickets with the “Hopper” option, so we spent our days running back and forth from one park to another.  This time around at the parks, I took a special interest in observing customer service.  As usual, it was very, very good…I really should probably write “excellent.”  I was amazed at how one cast-member managed to still smile when I asked him where the Toy Mania attraction was even though I was standing almost directly in front of it.  The whole magic really did shine through every minute I was there. It’s almost too difficult to explain what makes Disney’s so successful.  

While in the Orlando area, we had dinner one evening at NBA City in City Walk, adjacent to Universal Studios.  I can tell you that while making my way to City Walk, I noticed that what sets Disney apart from the competion is quite simple; their cast-members and customer support.  City Walk employees looked like maniacs scattered throughout while trying to keep the “cattle (us)”  in control.  A large crowd should not have been the issue; trust me, Disney seemed to have the same sized crowd.  I really looked at the faces of Universal Studios employees and I could swear they were just different.  No calmness there.  I appoached two employees, to be exact, and they appeared to be aloof and distracted….one was on their cell phone.. I had to wait about  30 seconds (believe it or not) for the person to answer my question.  I thought to myself, “does Univeresal focus on customer service, at all?”

After spending a few days in the Orlando area, I continued on to Tampa, where we visited Busch Gardens (yes, I was on theme park binge).  There too, I noticed how different customer service was from that at Disney.  I remember asking two employees walking by if they knew of any restaurants in the park which offered a salad bar.  You would have thought I was asking the most ridiculous question in the world.  One of them was twisting her hair with her fingers and looked like she just wanted to carry on her conversation with her friend.  She clearly thought I was interrupting her very important conversation.  I remember that as I approached them, they were discussing how one might be sent home and she was not going to stand for it. She was clearly not happy with her employer and others were probably hearing the same conversation I was.  

I wanted to share the above observations with you.  What is the secret to the Mouse’s success?  I don’t know.  Do you think it’s something in the water at Disney grounds?  Could be!  I couldn’t tell you and I’m sure you must have a much better idea than I do.  I do believe though that Disney has struck gold.  They have the same product as their competition (Universal Studios, Busch Gardens, etc) and they obviously know it.  However, they have found that differentiating factor and know how to keep it going strong.

When you look closely at the behaviors the writer describes from the Disney experience, nothing there is really extraordinary. Mostly it’s about paying attention, caring, and being empathetic to guests who are out of their comfort zones. The writer’s examples show how a focus on simple, customer-focused behaviors make all the difference.

In the next few days I’ll be announcing the release of my new book, Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life. The book addresses how Disney instills that service attitude in its 55,000 cast members.

In the meantime, keep focusing on wowing your customers!



Take Responsibility For Your Own Career

This is the tenth in a series of ten blog posts that provide a brief synopsis of the chapters in my upcoming book, Lessons From the Mouse – A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life. You can view previous posts from the book by clicking on the Lessons From the Mouse category on the left column of this page.

Lesson #10: Take Responsibility for Your Own Career.

Walt Disney World is committed to employee development and provides many opportunities for career enrichment or advancement. However, in such a large organization, with over 55,000 cast members, there is a lot of competition when those opportunities come along. It’s easy to get lost in such a vast sea of employees, and many do – often due to their own negligence. Some cast members wait to be discovered, wait to be noticed, wait to be given more responsibility, wait to be promoted, etc. And they grow frustrated when it doesn’t happen.

Other cast members, however, take charge of their own careers. They let their managers know about their goals, they develop new skills, and demonstrate that they can be depended on. They don’t delegate responsibility for their careers to someone else. They see their careers as their own responsibility.

It’s a sad truth that some employees believe good things should just happen without doing what it takes to make them happen. And each time they get passed over for a promotion or assignment, they grow bitter and begin a downward spiral into a victim mentality; which eventually dooms any chance for future opportunities. On the other hand, companies and bosses love employees who take charge of their own careers. Responsible, self-starters are a welcome relief from the whiners.

There’s an old saying that there are three kinds of people: those who make things happen, those who watch things happen, and those who wonder what happened. People who make things happen will always be in demand.

Questions to consider about Lesson #10:

  1. What opportunities have you asked for lately at work?
  2. What specifically have you done recently to gain new knowledge or skills in order to increase your value to your organization?
  3. What can you do to take more responsibility for your career?

Lessons From the Mouse

To be released this summer