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An Eye for Detail

February 14, 2013 by Bruce Jones, Programming Director, Disney Institute

Attention to detail can sometimes be an overlooked nuance that some organizations bump down on the list of priorities.

At Disney, attention to detail has become somewhat of an art, stemming from our founder, Walt Disney. From the book Be Our Guest, entire passages talk about this passion, which some could argue is at the summit of company values. “Walt was famous for his eye for detail, and he made sure that everyone paid the same attention that he did.”

It’s this type of astute attention to detail that leads Guests through the recently re-imagineered queue at the Haunted Mansion. Those standing in line can now interact with the queue in ways like never before, including making their own spooky music and solving mysterious riddles. Along the way Guests might even experience a surprise or two that they weren’t expecting.

This kind of creativity is woven throughout Disney culture, and isn’t limited to the parks and resorts. From the hiring process for onboarding Cast Members, to the farewell “Have a Magical Day” that Guests encounter at the end of a phone call, these details cloak important touch points—and indicate a level of care from the Guest standpoint that is unmatched.

It’s that “eye for detail” that can sometimes make all the difference to Guests, and can easily be translated from industry to industry. Take a look around your organization and try to put yourself in the shoes of your customer. Are there areas that could use an extra touch of care? Even implementing a small change can impact your customer in a positive way—consider it an investment in your customer-loyalty program.


Posted in Quality Service | Tagged Quality Service, Customer Service Skills, Quality Customer Service, Attention to Detail | 4 Comments


4 Responses to An Eye for Detail

  • Jodie says:

    on February 14, 2013

    Great article Bruce, I was blown away when I traveled to America last year and went to Disneyland. The attention to detail and customer service was top notch. As you said it can translate to any industry, you just have to think and view your industry/work/company from a different perspective and if you have problems doing that hire someone who can. Sometimes it only takes one great idea that can make a massive change for the best.


  • Gwen says:

    on February 20, 2013

    Bruce, I'm please to see your name with this blog. This particular entry shows a great way Disney continues to commit to one of its tenants: attention to detail. It's pervasive in the parks, resorts and cast member behaviors. It delights me to see how it is being implemented to refresh an "old standard".


  • Ashley says:

    on February 22, 2013

    Very good blog. This, among other things, is really where Disney stands out. As a management consultant, I express to clients that truly great customer satisfaction goes beyond meeting customer expectations, it is exceeds them. And Disney's attention to detail is only one of the tools used by the company to go above-and-beyond customer expectations.


  • Mike says:

    on March 03, 2013

    The only downside to having a detail-oriented eye...bringing it home. There's been times when my spouse or kids would wish I didn't notice the little things. I still feel it's a gift.


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