Page 96 - My Marketing Sucks Book

Making sure the cast-member is courteous and efficient is key while "onstage" at
a Disney theme park. It helps create a positive guest experience whenever a guest

interacts with an employee:

"The first year (of Disneyland) I leased out the parking concession, brought
in the usual security guards -- things like that -- but soon realized my
mistake. I couldn't have outside help and still get over my idea of
hospitality. So now we recruit and train every one of our employees. I tell

the security police, for instance, that they are never to consider themselves
cops. They are there to help people. The visitors are our guests. It's like
running a fine restaurant. Once you get the policy going, it grows." -- Walt
Disney

The cast members who follow these rules develop a sense of pride about their
work. When these rules were first put in place, they quickly began to believe in
the need to sacrifice their personal convenience in order to be part of something
special.

Guess what? It works!

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We’ve uncovered a rare Walt Disney document from 1967.

An Internal Memorandum, this rarely seen write-up is the
FIRST compilation of Disney’s philosophy and background for Disney

World.

Every entrepreneur, business coach, marketing exec or business owner
will find GREAT ideas to help their own businesses.

Download it here -
http://www.MyMarketingSucks.com/Disney-Philosophy

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