What Castomers™ Want: A Disney-Inspired Approach To Employee Care

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Description

The Disney philosophy doesn’t start with customers. It starts with "castomers™". The formula is simple. A great castomer™ experience leads to a great customer experience.  Castomer™ care involves four elements summarized in the acronym TEAM.
 

• Teach – Develop employees so they can reach their full potential
• Engage – Involve employees in decisions that affect them
• Appreciate – Acknowledge and thank employees for their efforts
• Manage – Provide employees with the tools and assistance they need

In this session drawn from his book Care Like a Mouse: The Key to Disney Quality Service (Theme Park Press, January 2018), Lenn Millbower, The Mouse Man™ shares Disney-inspired TEAM techniques for meeting your castomer™ needs.

Topics covered will include:

• The arc of the castomer™ training experience
• Processes Disney uses to involve castomer™ in decisions
• Recognition, rewards, and perks that honor castomer™ effort
• The Disney expectation of its managers