September 12, 2009

Know the answers

Lesson three. Walt's innovation in guest relations wasn't the result of some hotel management program. It was basically an extended version of the Golden Rule. Simple, but never done better . . . as long as the effort was put in at every level, every day, every interaction with guests:

A question from a guest is never an interruption in our Disneyland VIP Plan. You're a walking, talking information booth . . . with a smile. It's no easy task to answer the same question 68 times . . . in the same patient and friendly way. You must remind yourself that most of our guests are strangers to our stage and as a rule they don't read directional signs. In fact, many of our foreign guests can't read English.

When people travel, they enjoy many things, but the most important factor is the human one . . . it's the PEOPLE THEY MEET that make the difference. It's you . . . our walking, talking information booth with a smile . . . who makes the difference.

Next: Accept people as they are

September 4, 2009

Disciplines of the Show

Lesson two in this series of principles taught to me as a Disneyland Cast Member back in the 1980s. It's a particularly good one for Labor Day weekend. Disneylanders work while others play, and that takes discipline.

Show business is a fun way to make a living . . . most of the time. But, with fun as a way of life, and the creation of happiness as a goal, it is still the most highly disciplined thing. Here are some of the rules of the game . . .

*We work while others play.
*Presenteeism a must.
*Never any eating or smoking on duty, or within view of a guest.
*You were highly selected, so we assume we don't have to dwell on such things as drinking . . . or going to pot.
*No horseplay . . . which is dangerous and bad show.
*Never . . . never . . . argue with a guest.

Someone once said, "the highest form of discipline is self discipline." We prefer to discipline ourselves.

Next: "Know the answers"