Talking Point: The Disney Institute Blog

The real meaning behind "guest"

January 17, 2012 by Stacey DiNuzzo, Public Relations Manager, Disney Institute

We pride ourselves in having a unique culture at Disney. We even have our own language that we affectionately refer to as "Disney-speak." As someone who came to Disney from the outside, I can attest to its complexity. (It took me a good two months to figure out that DAK meant Disney's Animal Kingdom).

Outside of the acronyms, though, is a vocabulary designed to support a culture dedicated to guest service. And we do mean "guest" -- other companies have followed Disney's lead and adopted this term over the years, but they don't always understand its meaning. When Walt Disney started using the word "guest" to refer to Disney customers, he did so because he believed our customers are like guests in our home and should be treated as such. We hold true to that belief to this day.

Do you treat customers like guests in your home? Do your employees understand why that's important? Would love to hear your thoughts/comments below.

Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form

Posted in Quality Service | Tagged Quality Service, Guests | 1 Comments

1 Responses to The real meaning behind "guest"

  • Ben says:

    on January 31, 2012

    In our church culture we try and constantly focus on our first time guests. It's so easy for us to get "inward" focused as apposed to "outward" focused. One thing we constantly work on is the verbiage we use on Sundays during service. Our goal is to create an environment that reaches out to those that don't like church. If we use "Christian" terms such as "scripture" or even "worship" we are prone to confuse our unchurched guest. So we use words like "singing" instead of "worship" or "the bible" as apposed to "scripture". We aren't changing who we are or what we believe, we are simply making it easy for our guests to feel comfortable and understand what we are talking about. We don't want them to have to "know the lingo". Again, we have to constantly remind ourselves to focus on things that come normal for us that aren't normal for our guest. We easily forget what it was like to be that first time guest. So thanks for the reminder!

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