"We are in the business of exceeding expectations." - Michael Eisner, former CEO, The Walt Disney Company I can almost hear Michael Eisner saying those words in his semi-raspy voice. Those words encapsulate a service philosophy the Disney company, and especially the theme parks, keep at the forefront of their minds everyday. To quote from… Continue reading What You See…And What You Don’t
40 hours just to learn the Disney Way. I was a low-level Cast Member. Perhaps the lowest of the low. At the time they called us "CTs" or "Casual Temporaries". We were the Cast Members who only worked summers and holidays. If you were fortunate and you lived in the area, you might become a… Continue reading What If They Stay?
If one book can change your life... Be Our Guest is likely that book. Be Our Guest: Perfecting the Art of Customer Service was written and published by The Disney Institute with Theodore Kinni and describes for the reader the "magic" behind Disney's success. Tom Staggs, then chairman of Walt Disney Parks and Resorts and… Continue reading Be Our Guest – Living Out Radical Hospitality
Mouse Church 