Saturday, February 21, 2009

Creating a Disney Experience in your Buiness

Creating a Disney Experience in your Business

I am in Orlando this week at the KW Family Reunion (annual conference) and today I was fortunate to hear Jeff with the Disney Institute talk about how Disney creates the magical experience. The thought that most rang true today and something that applies to us an our business is in evaluating our customer compass. What is important to our clients?

He talked about Taks vs Purpose. Everyone in Disney has a job title and with that job title comes a task that must be completed. If you ask everyone in the park what their task is, you will get a lot of different responses. However, if you aks every one of them what their purpose is....they ALL have the same answer. You see, at Disney, the Finance persons' main purpose is not to be "accurate" it is to be sure that everyone they come in contact with has a WOW experience.

If I asked your team what their task is...would I get different answers? Most likely. They all have different job descriptions. What if I asked them all what the purpose is....are you confident they would ALL give the same exact answer? If you asked me that questions, I would say "I think so"...but am I sure? This is a great time to check in with our team and see if we all have the same purpose. If not...what is the purpose? Remember, our clients only move once every 5 years. What makes the experience bad is the unknown. What purpose could you have as a team to make this move feel equivilant to a Disney experience.

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