What would Walt Disney do? – The Globe and Mail


It’s a code red for the parents of small children everywhere: The tears that flow after a scoop of melting ice cream falls off its waffle cone and plops onto the hot pavement.

But Walt Disney Co. has perfected the solution, which it teaches to all of its theme-park staff, from janitors to senior managers, on their first day of training.

The procedure goes like this: Drop whatever you’re doing, run over, find out the flavour the child had, run to the front of the line, put fresh ice cream in a bowl and stick a cone on top along with two cookies that look like Mickey Mouse’s ears. In minutes, a tantrum turns into a story the child’s parents will tell everyone they know.

“We call them ‘magical moments,’” says Jeff Williford of the company’s Disney Institute consulting arm, speaking to a seminar for business people near Toronto where that word “magical” keeps on coming up.

This kind of common sense “magic” is typical of the advice offered by the Disney Institute, which has seen demand for its customer service and staff-training secrets from big companies – including a growing number of Canadian ones – skyrocket.

It’s very much a sweat-the-details approach that started with Walt Disney himself. And its appeal is growing as service industries face a tight economy, tighter competition, and cranky customers who now take to Twitter to broadcast their complaints.

Even Tim Hortons Inc. has sent senior staff to Florida and held a recent symposium for its franchisees there, with content from the Disney Institute.

The doughnut chain says it “shares the same values” as Disney, but offered few details about its relationship with the institute or how it has used its advice.

via What would Walt Disney do? – The Globe and Mail.

Strange Random Disney Quote:

“She believed in dreams, all right, but she also believed in doing something about them. When Prince Charming didn’t come along, she went over to the palace and got him.” – Walt Disney, speaking of Cinderella in 1949.


Posted on July 17, 2012, in Article and tagged , , , , , , , , , . Bookmark the permalink. Leave a comment.

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