How Does Disney Do So Many Things Right?
On recent visit to Disney World® for a trade conference, I was so surprised at the attention to detail. If we all could find our Disney soul, the market would open up to us in so many ways.
Here are three little things that made me realize I was at Disney and not just another corporate event:
- Sound baffles—When was the last time you attended a conference and the door kept opening and closing to the point of distraction? Enter a little wedge that stopped the noise and the distractions. I’m sure that was an inexpensive fix.
- Plug ins—Is it really that hard to realize we want our phones, iPads and computers close to our bed and plugged in? Thank you, Disney, for understanding guests’ needs in advance, and being up-to-date at a resort area themed on the past.
- Expectations met—They said I would receive a letter with my ticket to the Magical Express in my hotel room 24 hours prior to my departure. The letter came in a nice envelope and was on time. Along with the bus for the ride to the airport.
Yes, the flowers were in bloom around the manicured facility. Flesh paint was going on the buildings. The food was fantastic. The uniforms were fantastic. Yet it is the little things that made all the difference.
The biggest little thing is the way cast members (from the maintenance crew to the airplane kiosk outside the hotel) treat guests—it was always with a smile and a friendly effort to make the day magical. And that is free. It just requires training and constantly reminding cast members of the importance of experience.
In the end, Disney knows the experience starts at the airport and ends at the airport. Everything in between is managed to make sure you’re enjoying your overall experience. And sold at the same time. That’s the magical part.