FROM: Communication Around the 'World' A Disney Dispatch Feature
Disney World's Puddle Posse
In a student report written for David Zanolla's course about Disney organizational culture and communication, Jane Ladage explains some of what she learned in the course, and provides an example of Disney's committment to its first service standard, safety.
David Zanolla teaches an advanced honors course at Western Illinois University called Communication Around the "World". Disney World! In addition to standard lectures and projects, students will spend a week at the happiest place on earth. Cool, eh?
As part of the course requirements, each student must write a short report both for David and for ... Disney Dispatch! Cool, eh?
Walt Disney World does so much more than people know to ensure that each guest has a positive experience in the Parks. They accomplish it by following strictly their four service standards (safety, courtesy, show, efficiency), the service basics, and the service theme.
Lesson Learned in the Rain
For most of the semester, I learned and listened in a classroom, but then we visited Disney World and instead of listening I was watching - but still learning!
No other company, in my experience, follows its service standards as well as Disney. In class, we spoke about how the sidewalks in Disney World can get slippery when it rains, and that Cast Members are always prepared with squeegees to rush out and lessen the risk of guest injury. True, the sight of these Cast Members breaks the show standard, but safety comes first.
During our first day in Magic Kingdom, I saw it for myself. It had rained in the morning, and there were puddles on the walkways, but Cast Members were already busy pushing the water toward the drains. I was so excited to see the safety standard in practice!
Service Standards
I saw the other standards in action, too. For example, during one of our tours, our guide Scott stopped talking to us for a moment so he could take a picture for an older lady. he was courteous and kind to her, and it took only a few seconds to leave her with a good feeling and a great memory.
Show was displayed everywhere: from the restaurants to the rides, every Cast Member wore the right costume and a wide smile. They knew their roles and their surroundings, and they stayed in character.
Efficiency was also apparent. We used the FastPass system often. I think our longest wait in line was 35 minutes. Even if an attraction had an operational 'hiccup', Cast Members handled it quickly and kept guests informed of progress.
Service Basics
The service basics are "I project a positive image and energy," "I am courteous and respectful to all guests, including children," "I stay in character and play the part," and "I go above and beyond."
Once again, it was one thing to hear about stories in class about how Disney applied these service basics, but another thing entirely to see them being applied many times every day. I never once saw a Cast Member with baggy pants, body piercings, or anything like that. I never saw a Cast Member talk down to anyone or be disrespectful.
Once, my friend Shelby and I were seated in the train for Expedition Everest (which we rode at least four or five times!), and there was something wrong with the ride. We asked one of the Cast Members if he would talk to us while we were waiting in our seats. We explained that we were there with a class, and asked him about the steps taken when a ride malfunctions. The first thing that stood out to me was that he knelt down so he was on our level. Second, he reassured us that we were safe and what they were doing to fix the ride. He was extremely kind and seemed happy to talk to us and fill us in.
I didn't encounter anyone out of character. Looking back, everyone seemed energetic and excited to play their part.
We experienced the last basic, "I go above and beyond," many times. After a malfunction on the Jungle Cruise, we all got free popcorn and talked with a Cast Member about our class. He gave up his time to quiz us, then provided some background information about Walt Disney World. It was amazing!
Service Theme
The service theme is "We create happiness," and it was very well displayed through all of the service basics and service standards. Watching Cast Members clear water off the sidewalk, we were happy that they cared about our safety; seeing everyone in character, all the time, we were happy that they cared about providing us with an immersive experience; and knowing that Cast Members will listen to your concerns and problems, we were happy that cared about making us happy.
Jane's Takeaway
Walt Disney World is all about creating happiness in everything they do. They want you to come and experience what they have to offer, and they want you to have a great time. Being able to see how much Cast Members put into their jobs, and how they adhere precisely to Disney's standards, made my experience better than I had expected. I saw everything I learned, and more.
