Home

Talking Point: The Disney Institute Blog

Exceeding Guest Expectations: It’s All in the Details

June 23, 2015 by Bruce Jones, Senior Programming Director, Disney Institute

We continue to hear from a number of organizations, that attention to detail is something that too often ranks low on the list of priorities, is easily overlooked, or worse yet, is completely forgotten.

At Disney, attention to detail is something of an art form, stemming from our founder, Walt Disney. In our book, Be Our Guest, entire passages talk about this passion, which one could argue is at the very core of our company’s 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 clever use of attention to detail that leads Guests through the unique queue at the Haunted Mansion attraction in Magic Kingdom. As they are standing in line waiting to enter the attraction, Guests can interact with the queue in entertaining ways, 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 and attention to detail is woven throughout the Guest experience. From the signature “Have a Magical Day” that Guests hear from our telephone agents, to the “Welcome foolish mortals,” they hear at the Haunted Mansion, these small, but important touchpoints demonstrate our devotion to detail that lets Guests (and our Cast Members) know that they’re worth the extra effort.  

At Disney Institute, we teach business professionals and other organizations that this same “eye for detail” can easily be translated from industry to industry—as a strategy to differentiate your business and your brand. We believe that any organization’s customer experience must be designed across all touchpoints, no matter how seemingly insignificant that touchpoint may seem. 

Take a look around your organization and try to put yourself in the shoes of your customer. Are there details that could be “plussed up?” Implementing even a small change can impact your customer in a positive way, and should be considered an investment in creating your own unique customer experience.

Tell us – What small details in your organization can you begin to change or enhance to improve the customer experience?

We’d love to hear from you! 
Post your response below, or respond to us on Facebook or Twitter using Hashtag #DThinkBlog.


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 Service, Quality Service, Service Excellence, Disney Service, Service Training, Disney Service Training, Customer Experience, Bruce Jones | 1 Comments


1 Responses to Exceeding Guest Expectations: It’s All in the Details

  • Bryan says:

    on August 10, 2015

    I love this about the Disney properties that I have visited (Disneyland in CA & Disneyworld in FL). I'm eager to learn more about any resources you have available to help me translate this into our organization. Since relationships are so vital today, we recently created extra time in our schedule for our attenders to be able to meet new people and interact with each other. We need to look for more ways to do special things during that time to encourage relationship building.

    Bruce Jones - Senior Programming Director, Disney Institute replys:

    on August 10, 2015

    Hi Bryan, thanks so much for your comments! We would be happy to assist you and your association further. If you are interested in learning more about how our team could work with your organization for a private engagement, please feel free to contact us at 321.939.4600 or submit your request via the "Contact Us" form on our website, and a member of our team will reach out to you directly to discuss the options. Thanks for your interest!


Post a Comment

Get In Touch

Phone: 321.939.4600
(M-F 9:00 am – 5:30 pm ET)

Email: You can also reach us through our Contact Form.
(No solicitors)