Sunday, April 5, 2015

The Disneyland Challenge



Back in 2010, BusinessBrief.com's Bob Hill wrote an article called Walt Disney's 8 secrets to success. In it, he summarized what he felt were the "eight principles that made Walt Disney one of the greatest icons of the 20th century." I've summarized and annotated them here;
  • Focus on “the experience” as a key component to increasing value.
  • Exceed customers’ expectations with relentless attention to detail and personalized service that is designed to revolutionize the industry.
  • Passion; Disney films and theme parks are labors of love.
  • Stay true to Disney's values.
  • Hire reliable people who understand the vision and trust them to transfer it to others.
  • Defy convention: Buck the odds and ignore the critics. Trust your instincts.
  • Leave behind something to grow.
When I hear concerns and complaints people have about the company, or their experience in the parks, I try to frame them in the context of Walt's goals and vision. For example; I ask myself if the cause of a complaint is the result of failing to exceed expectations. I also ask if those expectations were realistic and if there was a fair exchange of value - including travel time. This helps take the conversation outside of individual preferences for one attraction or another and places it in the context of a proven set of values which are the historical foundation of the company's success.

On a related note; I believe that responsibility for preserving and improving the park experience is not one sided. I think we - as Guests - have a responsibility to play by Walt's rules when in his Kingdom. The "Magic" flourishes best when both everyone willingly suspends their disbelief and embraces the possibilities of a having a mutually magical experience.




“Disney Land is something that will never be finished, something I can keep ‘plussing’ and adding to. I just finished a live-action picture. It’s gone. I can’t touch it. I want something live, something that will grow. The park is that.” - Walt Disney

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