Today’s dot is written by David Mellerski, Jr. from Hilbert College’s Leadership Applications class:
During the Fall of 2013, I was given the opportunity to partake in the Disney College Program. I was one of 3,000 selected, through an interview of nearly 60,000 college students from all over the world. Over the next few months, Goofy, Woody, Prince Flynn Rider, and others became uniquely special friends of mine; I grew to embody their personalities and embrace the Disney culture.
Though I spent only a short time there, the experiences I had left lasting impressions on me. What made my program so incredible was witnessing every single cast member (Disney Employee) embracing the philosophy “Where dreams come true and magic comes to life,” and giving a blissful experience to co-workers and guests alike. It takes a true act of genius to synergize the reputation of an organization with the necessary policies and procedures of human resources, but somehow the Disney Company accomplished this and created a magical list, seen below.
Disney’s Seven Service Guidelines
- Be Happy…make eye contact and smile!
- Be like Sneezy…greet and welcome each and every guest. Spread the spirit of Hospitality…It’s contagious!
- Don’t be Bashful…seek out Guest contact.
- Be like Doc…provide immediate service recovery.
- Don’t be Grumpy…always display appropriate body language at all times.
- Be like Sleepy…create DREAMS and preserve the “MAGICAL” Guest experience.
- Don’t be Dopey…thank each and every Guest!
(For those who are not so savvy when it comes to Disney and its iconic characters, the italicized words above are all of Snow White’s Seven Dwarves)
What would it look like to personify the culture of your organization and impress that image on your clients and coworkers? – And, if for some reason, the image you are portraying isn’t all that appealing, what it is you’d like your company to represent, and how you can be that vision?
The little things we say and do can have profound impacts on those around us.