I spent the past few days (Nov 6th to Nov 8th 2006) at the ISPE annual meeting in Orlando, Florida’s Disneyworld.
It is absolutely amazing to realise the enormous detail to which Disney people go to, to ensure they think of everything possibility to ensure that their guests get the fullest experience possible on their visit to Disneyworld. There is very little left to chance. They believe in premium pricing and well above premium service. 70% of the guests are repeat visitors. They treat everyone as an ongoing repeat visitor year in year out. They charge well and deliver value.
The photo was taken by Jeff Masten of Genentech. (Thanks Jeff)
On stepping up for my photo, I addressed the Disney pair with “Well Ladies”, mistakenly recognising Donald as Daffy (how could I!). Of course Donald took offence which I had to rectify with an apology and correctly addressing him as “Gent”. Well after all, 70% of all management decisions are wrong. The good managers know when to rectify their decisions quickly.
Disney’s manner of doing business by offering the fullest experience is a guiding principle that cannot be encompassed in a standard operating procedure. It is in the manner in we engage and are engaged as people. Disney is a great business guided by strong principles.
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