- 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