My friend Ally and I spent the day in the Magic Kingdom on Sunday. I generally visit the Disney World parks with my kids, seeing the place through their eyes and finding it nothing short of magical. On Sunday I had the opportunity to view the Magic Kingdom through the critical eyes of my friend who is a director of human resources for a major corporation. And you know what I learned? Disney World truly is the happiest place on earth. Companies like Delta, IBM, Chrysler, and GM have spent lots of money to learn the secret to Disney’s success from the Disney Institute which has been teaching companies about customer service and brand loyalty since 1986. Here, for the bargain price of free, I’ll tell you how you can incorporate some of Disney’s strategies in your own lives at home or at work or wherever you are.
Ally and I arrived at the Magic Kingdom, excitedly approached the park entrance, and waited in line for the next available cast member at the ticket booths. As soon as the folks in front of us stepped away from the window, we walked up. We didn’t follow directions and wait to be called because apparently we were too
stupid excited. The cast member who had been there was actually just leaving and a new person was taking her place. Instead of offering a snippy, “Give me a minute to get ready. Go back and wait until you’re called,” the cast member said, “Oh, no problem at all!” with a smile. “I’ll be right with you!” And he was.
As we paid for our tickets, he made friendly conversation, asking us where we were from, etc. I gave him my license to get the Florida resident discount and when he handed it back to me, he exclaimed, “You didn’t tell me it was your birthday! Here!” he said, handing me a button that read Happy Birthday, and a pen so I could write my name on the button. In talking, he learned that it was my friend’s first visit to Disney World so he gave her a button that read First Visit.
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