I will never forget those words, “You are always on stage and in role!”. Meaning, wherever you are or whatever you do, you are expected to perform. Performing a script that has been perfected over time. Not sure if its true or not, the perception is that each actor is being monitored for compliance at all times or else……
Sounds extreme or is it cutting edge? Getting it right in a hyper competitive environment is extremely important as the old adage tells us that every bad experience is told to 60 customers meanwhile a good experience is only told to 10. If this is true, it is reason enough to drive service excellence at every interaction with both internal as well as external customers.
Getting the right people in the right position is likely the most important element of a successful roll out of a service excellence program. You can have a shared vision, incentives, resources and take action however if you don’t have the right behavioral capacity in your front line staff, managers and executive staff, its likely to fall flat and lead to great frustration.
As a positude leader, your first and foremost rule should be to hire for passion and train for skill if necessary. Embedding a culture of excellence is something that must be seen throughout all levels of the company and modeled at every opportunity and interaction. One can’t expect front line staff to comply if they see leaders falling short of expectations.
Therefor, “The Disney Way” is a great way to keep yourself honest. You never know who is watching or listening, you are always on stage and in role. Model the behavior you seek and others will follow your lead.
Operational Excellence all the way!