DS, a long-term employee of Disney World, shares with us the secrets of making magic for customers, and for ourselves.
My biggest takeaways:
- Consistency of performance is grounded in our habits.
- Some keys to making work "fun" - Smile, Play (with each other and with customers), Connect (with each other and with customers), Fake it (even when you don't feel like it).
- Be animated, not automated.
- A great title for the receptionist - Vice President of First Impressions (could also be used for bus drivers, greeters, cafeteria workers, technicians, ...)
- Employees are to be treated the way they are expected to treat customers.
- How to take charge of one's own career: Let your boss know your goals, Be a problem solver, Find a mentor, Be passionate about your work, Always learn, Make your boss look good, Work hard and smart, Show up on time or early.
"In your organization, your customer is whoever benefits from the work you do – or conversely, whoever suffers when your work is done poorly or not at all." (p. 97)
A quick read and a great book for team book studies. Thanks for the recommendation, RB.