 Disneyland
Makes Real Magic
We
spent two days at Disneyland when my daughter, Brighten,
was seven years old. I found the entire park to be a
well-oiled, emotionally fulfilling enterprise.
I was impressed by the rides, shows and dedicated staff
(called ‘cast members’).
Many cast members wear colorful pins commemorating Disneyland
history and lore: Bambi’s birthday, Mickey and
his friends, Piglet, Pooh, Beauty and the Beast. On
arrival, Brighten was given a lanyard with four identical
pins she could trade with any cast member in the park.
Each time Brighten met someone with colorful pins she
admired, that person knelt down to meet Brighten at
eye-level. With a genuine smile, they said enthusiastically,
‘Would you like to trade pins with me?’
It sounded like the most exciting moment of their lives.
At seven years old, choosing can take time, especially
with so many pins to pick from. Brighten never felt
rushed to make a choice. And every time a trade was
made, the staff gave Brighten a big ‘Thank
you!’ and a friendly smile.
I don’t remember which pins Brighten traded. But
I will never forget the energy and joy Disneyland staff
brought to those precious moments of human contact.
Key
Learning Point
Business is not a
cold process of swapping services, money and goods. It’s
a living, thriving appreciation of the dynamic connection
between us.
Action
Steps
Live today with enthusiasm,
energy and joy. You are a chosen cast member in the greatest
show on earth – your daily life. (And remember,
the curtain is always open.) Disneyland makes real magic
Next Article in Customer Service Partners >>
Make Things Easy for Your Customers
First Article in Customer Service Perception Points >>
You Have Leverage. Use it
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