Disney

Disney's Service Principles

Submitted by Walts Frozen Head on March 8, 2009 - 3:47pm.

1. Pay fantastic attention to detail
2. Everything you do walks the talk
3. EveryONE walks the talk
4. Customers are best heard through many ears
5. The competition is anyone the customer compares you with
6. Reward, Recognize and Celebrate
7. Everyone makes a difference or ‘Xvxryonx makxs a diffxrxncx’ (just one defective typewriter key makes a massive difference)

From: Inside the Magic Kingdom, by Tom Connellan.  there are a lot of books on Disney, but I'd recommend this one.

 

Tough times demand you focus on your core purpose

Submitted by Walts Frozen Head on February 9, 2009 - 3:22pm.

Right, Phil Dourado has persuaded me to wake up from my cryogenic sleep and come post some more here, as he says you can learn from me about how to lead in tough times. OK. I'll do my best. I've even stolen a story from him, below, to illustrate core purpose.

Core purpose - time to focus on it

Leadership lessons from Disney: stop using the same language other organizations use

Submitted by PhilDourado on July 19, 2008 - 2:33pm.

Language drives (and reflects) behaviour (or behavior if you are reading this in the US). It’s common in organizations for the customer, other departments, management or the front line (whoever 'other' is defined as) to be panned when they are out of earshot, talked of as ‘them ’ or ‘the ones who make our life difficult’.

Mickey's Ten Commandments and how they apply to leadership

Submitted by Walts Frozen Head on March 23, 2008 - 2:21pm.

It occurs to me these 'Ten Commandments' that my head of imagineering, Marty Sklar, came up with a few years ago, apply largely (though not entirely) to how to lead as well as how to run a compelling guest experience. you can map most of these rules onto your leadership practice. What do you think? - Walt 

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