Beginning with Walt Disney himself, Disney leaders have used storytelling to perpetuate the Company’s culture. Disney leaders recognize that stories create an emotional connection that allows them pass on the Company’s traditions, history and values.In fact, much of what Disney Cast Members know of their leaders, both past and present, is conveyed through stories because they are interesting and memorable. Recognizing this “power of story” is the Disney difference in leadership.In applying the “power of story,” Disney leaders recognize that the people they lead are doing the same thing an audience does with a character in a story: observing their behavior. The actions of a leader tell the story about what he or she values.What behaviors do you seek to perpetuate within your organization? What is the story you tell to do so?Continue reading →

Movies have been made about saying “yes.” It’s what we like to hear, ourselves. It has positive connotations. It often translates into agreement, progress and perceived success.So, it’s no secret that saying “no” can be a challenge.How do you say no to a late night phone call from your mother? Or to a client who is not willing to pay for project requests outside the scope of work? In short, you don’t have to.1. Take your time. Resist the pressure to respond immediately. Give yourself some time to weigh the pros and cons of the situation and, consider how saying yes will affect your goals.2. Consider your alternatives. Sometimes we say “yes” to be nice without considering our own priorities and boundaries. “No” isn’t the end of the conversation if “but you might try…” follows it. If you may be more capable of fulfilling a request at a later time, convey that information as well. …… Continue reading →

A recent article from Fast Company is offering suggestions in creativity and idea generation – and not in a way you may have previously been considering. Ask yourself, "How does the next great idea come about?" Perhaps you make a connection you had never before considered or, maybe, it was the result of a more traditional brainstorming session.But could "the next big thing" come from an argument?Arguing, or "deliberate discourse," as its more appropriately known, was a phrase coined by Aristotle referencing "participative and collaborative (but not critique-free) communication." Its a way to express a variety of ideas and opinions with the understanding that everyone is working towards a common goal.This is no free-for-all, though. Stick to these five rules in your next "deliberate discourse" session:1. No hi …… Continue reading →

Smiles, cheerfulness, kindness and generosity are all things we usually associate with the holiday season, but not as often, with the customer service we receive. But why is this so often the case? Former CEO of The Walt Disney Company, Michael Eisner once argued this point saying, "We are in the business of exceeding expectations," not merely meeting them.So, how does Disney focus the efforts of Cast Members into creating an experience that exceeds expectations and creates lasting memories for our Guests? We turn to the Quality Service Model.These six pieces of the quality service model each ask a specific question that, if you are able to answer for your customer, can translate into that exceptional customer service you desire.• Guestology – the study of our Guests and their wants and needs. Who are your customers? How can you anticipate their needs?• Quality standards – Disney’s operational guidelines to providing an outstand …… Continue reading →

A “brand” is how your company, product or service is perceived by the consumer whereas “branding” is the action you take to affect those perceptions. It used to be that providing better value than your rivals led to brand loyalty, but with the ease of access to information such as media reports, blog posts, competitors’ advertising and the speed at which word of mouth spreads, providing value simply isn’t enough to maintain a lasting competitive advantage.Enhance your brand identity by identifying opportunities including:Continuously monitoring your brand strength. Do customers recognize who you are? What feelings or emotions do they associate with your brand?Remaining vigilant. You’re not likely to find something you’re not looking for. Identify channels for monitoring the conversation and leverage those learnings into tactics that support your findings.Always look for ways to positively affect consumers’ perception. This is your op …… Continue reading →

Does your business have an identity? If so, is that identity a positive one? Organizational identity is strong when people within the organization have a common understanding of who they are, what they create and for whom they create it. At Disney, organizational identity is comprised of four components, each answering a specific question:• Vision: What do we aspire to be?• Mission: What do we do?• Customer: For whom do we exist?• Essence: What do we want our customers to feel?Once you’ve established organizational identity, the organization can provide guidance and direction, avoid wasting resources and keep everyone focused on their common goal.How do you answer these questions? If you are unable to answer them, how do you believe your customer would answer them? …… Continue reading →

Walt Disney World, oft referred to as “the happiest place on earth,” seeks to create lasting memories for each and every Guest. These memories start with our Cast Members and the culture of care that Disney seeks to create.So how do you make sure 65,000+ Cast Members feel that culture of care and continue making magic for Guests? The answer is, in part, with a carefully planned physical environment and a system that recognizes and rewards Cast Members.The Physical Environment: At Disney, a functional workplace supports Cast Member safety and increases efficiency. We believe that Cast Members deserve a workplace that is clean and pleasant in appearance, offers quiet lounge areas as well as recreational facilities.Recognition and Rewards: Recognizing hard work and dedication is a priority at Disney, where company Ambassadors are often on hand to ce …… Continue reading →

“At Disney, we believe that everyone has the potential to be a leader, regardless of job title.” It was this type of thinking that landed Ben Reed at Disney Institute, where he currently serves as a senior facilitator.Ben says that most successes as well as problems in an organization can be traced back to leadership. Strong leadership is essential for an organization to reach its goals.This passion for understanding has given Ben the opportunity to venture a mile underground into a gold mine, visit a manufacturing facility of industrial vehicles and even learn how to make food for a restaurant chain.“It’s exciting to see how our Disney Institute principles help these businesses perform.”Want to learn more from Ben? Leave questions for Ben in the comments below, and tune in for the Twitter Chat on Wednesday, Nov. 7 at noon when Ben will answer your questions, share experiences, and offer additional insight.Follow @Disneyinstitute at www.twitter.c …… Continue reading →

Nick Saban, University of Alabama head football coach and leader of one of this season’s most successful football programs, recently shared some of his leadership lessons with Brian O’Keefe, assistant managing editor of Fortune Magazine.How does he do it? “It’s all a part of the process,” Saban says.Sounds simple enough, doesn’t it? Well, it has taken Nick Saban nearly four decades to develop what he calls “the Process.” How can you apply “the Process” to your business? Consider these tips from Saban himself:1. Create a vision:  “What kind of program do I want to have?” Saban is known for his no-nonsense attitude on and off the field. He expects his players to perform not only in practices and during the games, but also in the classroom—Seventy-five percent of Saban’s players graduate.2. Plan: “You’ve got to have a plan to implement (the v …… Continue reading →