Stuff We Do – Page 14 – Disney Customer Service Keynote Speaker

Disney instinct closely resembles authenticity

Disney Customer Service Speakers — Photo: Marcello de Moraes Martins, 2013

Young Disney World Guest — Photo: Marcello de Moraes Martins, 2013

Magic Moments are relatively unremarkable to the giver.

Flipping through Super Bowl photos stumbled upon a Magic Moment caught (unknowingly) by a Disney Institute participant.

We were walking down the hall and a young Guest asked for one of the pins on the Disney Cast Member’s lanyard. Pin trading requires a one-for-one trade. This little boy had none.

Disney’s Standard Operating Guideline leaves room for Cast judgement. Knowing the boy’s Father was watching how this would be handled, without hesitation, the boy was allowed to take his pick.

Quietly and briefly, the Cast Member let the Dad know how it officially works so he wouldn’t be disappointed down the road.

Never knew Marcello caught it on film.

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What separates successful people is a very simple habit

Super Bowl 48 staff training at Madison Square Garden Theater.

Backstage for Super Bowl 48 Game Days staff training.

Successful people have learned to be intentional where the majority aren’t.

It’s easier to stay home and relax, or tinker with homeowner chores, than make the two-hour commitment to attend 8:45am Mass on Sundays.

One parent is in a Pennsylvania Senior Nursing Home facility, celebrating her Dad’s 89th birthday today and her Mom’s 92nd in two more days.

They’ll watch Super Bowl 49 tonight.

Time to invest three hours watching TV, but not go to Church?

Intentionality is about teaching children, by example, that balance requires thought and planning and goals.

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Are time and trust related?

Middle school parkour — The other day after school.

Middle school student parkour — Middle school students built their own parkour area.

Are time and trust related?

Spending time at the Montessori school classroom, playground and parkour area on a regular basis builds familiarity. Time is one of the best ways to build trust.

Trust is one of the best ways to influence others.

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Unscripted and unexpected is a subconscious habit at Disney

Walt Disney World's Casting Center Building — Walt Disney World’s Casting Center Building.

A Disney Magic Moment at Casting — A Disney Magic Moment at The Disney Casting Center, yesterday.

Having fun at the Disney Casting Center — Donna’s husband Doug, having fun as we left the building. It’s easy to become a kid again at Disney.

They truly live to serve others.

Disney Cast Members are simply the very best customer service advocates in the world. The only request yesterday was for a simple, “Happy birthday, Donna” when we arrived.

It started there, but didn’t end there.

The three Disney Cast Members added (on their own) a very enthusiastic, and coordinated birthday welcome.

And while i was distracted by running into (and chatting with) two colleagues from Resort Operations days, the three also surprised Donna with a phone call from Goofy, who wished Donna a happy birthday too.

Unscripted and unexpected equals surprised and delighted.

And while intended for Donna, the ripple effect impacted at least 10 people vicariously.

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Not sure we ever intended to do it 15 years

(photo: Annual Thanksgiving morning tradition)

Do you have end of the year holiday traditions?

Why?

For how long?

How’d they start?

Why do you keep them alive?

Ever do something for so long you start to take it for granted?

Maybe, right?

Two days ago Thanksgiving morning began with what started 15 years ago as expectant parents with a dog.

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