If you have ever visited the happiest place on earth, you would likely agree that the service, the cleanliness and the experience exceed expectations. In fact, the Disney service model has been studied by corporations worldwide.
The more I learn about the Disney philosophy, the more I notice the ‘begin with the end in mind’ approach. Simply put, Disney’s goal is to create happiness. They have written specific service guidelines for both cast members and management. Specific behaviours are listed under each guideline outlining how to achieve the end goal.
An example presented to Disney employees: how do you answer the question, “What time is the 3:00 parade?” It would be tempting to give a snide, sarcastic response. However at Disney, employees are taught how to answer that question informatively and respectfully.
At Disneyland, the guest experiences are of utmost importance. Should not the same be true for us within a school? Shouldn’t we too have pride in our environment and teach our students to do the same? Our attention to detail and our day to day behaviour should demonstrate that we value our environment and each person within: students, colleagues, parents and guests. Despite temptation, despite fatigue and frustration, despite seemingly silly questions, sarcasm and condescension have no place either at Disneyland or in a school.
Turns out, we can all learn a few things from dear old Walt. After all, wouldn’t you like to work at the happiest place on earth?