Learning From Walt Disney


Walt Disney was a genius.  He knew what we needed before we knew it.

Times and conditions change so rapidly that we must keep our aim constantly focused on the future.
Walt Disney

 by Beth Pautsch via her email to her team:

I just spent 10 days jumping from Disney to Universal to Busch Gardens to SeaWorld etc…..  The roller coasters at Busch Gardens and Universal are phenomenal compared to Disney.  The animals and interaction with them are significantly better at Sea World and Busch Gardens than Animal Kingdom at Disney.  The snacks and beverages were less expensive at the other parks and were quite tasty also.  The couple shows we saw were good at all parks.  After thinking about it for a bit, I have put my finger on one thing that was very different that could account for the reason Disney parks were swamped and the rest were just so-so.  In every interaction we had with a Disney employee, we were treated like we were the only customer they had talked to that day, and their enthusiasm about what they were doing made us smile.  I knew they were saying the same thing every 2 minutes, but it didn’t matter to them.  Always remember – our customers may be doing the only cabinet project they will do in their lifetime.  It is a HUGE deal.  Treat them like it is HUGE to you too and they will deal better with the long lines, the screaming kids, and the huge price tags:)  You will have created a customer that knows the competition may have some things better than you do, but the experience with you is worth giving up some things – this is a lifelong customer.  They will take care of our futures.

Never worry about your career and the future, worry about your customers satisfaction, the rest is minor.

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