Glacier National Park a few days ago at dusk. Lake McDonald Lodge employee beach, just down from our cabin. The employees don’t need much, but they do need something (special).
If the evidence shows that there’s a better way to do this, are you open to changing? – Seth Godin
Taking risks is risky. So is playing it safe.
At Disney, we are never satisfied.
And we are ok with that.
We wouldn’t be who we are without it.
It’s how we solve for impossible.
We like having that reputation.
Hard work, as a collective organization, is its own reward.
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Glacier Natinal Park Mountain Goat family on Mt Oberlin trail, August 2018. The adult goat has a radio collar to track habits. Tracking habits helps improve wildlife behavior in heavy human exposure areas, like Glacier.
And, you must be vigilant in deciding what and how to measure.
Measuring customer satisfaction is dangerous.
Measuring customer love is harder, and exponentially better.
At Disney, we measure the four key drivers to Guest Satisfaction but only share the percent excellent with our Cast.
If we included all the “good” and “very good” ratings, we’d lull ourselves into a false belief that our Guests (and Cast) love us.
Good and very good aren’t good enough.
Not for love.
For love, your customers must feel some emotional connection and an undeniable commitment from your organization that they mean everything to you.
PS. To make our lives challenging, there are things that can be measured that don’t matter, and things that matter that can’t be measured. Satisfaction can be measured, love, not so much. Generally though, love can be measured by repeat visitation and intent to definitely recommend.
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Walt believed cleanliness and friendliness trumped everything.
Do you see it?
Walt Disney was not perfect.
He struggled with many things, like the rest of us.
Yet his ability to see the most important things clearly, and see a better tomorrow, made him the Customer Service legend he is today.
Ever notice how things at Disney Theme Parks look so fresh, new, like day one? It’s a philosophy that comes directly from Walt. Walt said…
Those sharp pencil guys tell you, ‘Walt, if we cut down on maintenance, we’d save a lot of money.’ But I don’t believe in that; it must be kept clean and fresh. – Walt Disney
To Walt, the goal is clear, concise, and compelling…
To compellingly connect emotionally you must communicate his message of happiness through a pristine setting.
Day one refers to the vision, drive, commitment, passion, energy, and hope (the very first day you launch your company) that your product or service will change the lives of many people – possibly enough people to influence the world.
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Walt Disney and Fantasia Mickey, a few days ago abroad the Disney Dream.
It had long since come to my attention that people of accomplishment rarely sat back and let things happen to them. They went out and happened to things. – Leonardo Da Vinci
Action cures indecision.
Action can also lead to failure.
But we need failure to show us the way to success.
The long way is the short cut.
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