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Our hospital has shine standards and we are expected to "shine" in the hospital and community. I've had staff say that my dept feels like Disney because it feels like the happiest place on earth. I recently took over another dept that is in the dumps over everything. I am trying to reframe the dept with little success. I'm going to try the Disney approach as we start the new year and set the expectation high. Fingers crossed I don't lose more nurses.
I disagree that you shouldn’t talk about the crazy traffic before work or the barista that got your order wrong, that’s an unrealistic way to run a business. As a former Disney Cast Member, it’s a REASON WHY that grey line that you spoke of was there because beyond that grey line REAL people were supporting each other and as you made friends at work you ARE going to vent, so Disney built in those spaces. And as you got closer to the ON STAGE area there were reminders to get into CHARACTER. I was a Sweeper that meant that if I worked on Main Street I would have to clean the horse poop. I had to clean the restrooms and fully stock them in the middle of rush hour lines streaming out the door troubleshooting all the while, so YEAH one NEEDS to vent. So Cast member ONLY spaces were created away from guest ears, no one ever forced us to suppress our feelings on our OWN time as work.
I understand this concept. For me, in the military, I had an experience where if the customer was in sight, you had to have exceptional customer service, similar to how Disney does it. But, behind closed doors or when we didn't have customers, we could talk amongst our co-workers about those things like how someone cut me off on the way to work or the line at Starbucks was long. It was so we can get our frustrations out before we delt with our customers that walked into our office space. When we were out and about, we had to be on our best behavior as well and not talk about our issues because the people around us could potentially be our customers in the future or they have been in the past.
Thank you very much for sharing this. I recently experienced Disney for the first time this Spring and I am blown away. I share all of your sentiments on the strength of this company and their customer service model. I own and run a residential real estate team in Minneapolis and we pride ourselves on our customer service. After visiting Disney I realized that while we do a great job, we can improve. I will be sharing this video with our staff at an upcoming brainstorming session. Thanks again.
I am 5 years into planning a taxi service here in Northern Maine and I'll tell you something right now!! This is pivotal to me about the brand that I'm wanting to create and I don't know how to do it but I certainly do now you have put this in elementary terms and this is the most important part of my strategy recent... So thank you for this video I would like to see more videos like this one here but on other topics. Just found you guys tonight and prior to tonight and nothing will change... Simon sinek and Seth Godin have been my go-to video people and I study their videos and their messages it's the message I gain a lot from... But now I have another one to my collection so thank you I'll be studying your messages in your videos.
I think this was a excellent video that gave a unique perspective. That said, I also enjoyed the perspective from the former Disney employee in the comments. I also disagree with the “leave it at the door” attitude. That sounds like garbage that Jeff Bezos would perpetuate. No one is good at their job when they have trouble in their personal life without a work support system. A falsehood of corporate America and one of the reasons corporate American is in the middle of a labor crisis at the moment is that human beings are treated like property instead of human beings.
This is awesome, it helps make us realize we can be doing so much more. My question would be, how do you channel the rudeness, the drama of people weighing a person done. You say, "keep your cool". What suggestions would you have exactly to do so?
Hi good day my name is dave son from the Philippines and I'm a call center agent and when I take calls I can feel the frustration of our costumer and I as a customer as well I want to help them and make them happy I don't really care about other stuff the only thing that I care is to help the customer and by this video, it really help me to become a good one but I have a question and this one really bug me every time I take a call if we already look for options and test it if it will work but at the end, it will not work how can I make the customer calm down or make them happy even though we have tried a lot of things how can we make our costumers calm down and make them stay with us as a costumer because right now I don't know what to do and i really want to help them
