March 15, 2013

Performance Tips from the Mouse

The Disney organization is perhaps the greatest practitioner of Guest Experiences around today. Books have been written about what the “cast members” at Disney do to make people feel welcome (I know – I’ve read all of them, and own most of them).

So I’m sure you won’t mind if we go backstage  – and back in time – at Disney to learn about their Performance Tips – a list of actions which every Disney team member learns during their orientation.


Performance Tips are a set of generic behaviors that ensure that cast members know how to act courteously and respect the individuality of each Guest. These tips have been translated into a set of behavioral actions called Guidelines for Guest Services:

  • Make eye contact and smile!
  • Greet and welcome each and every Guest
  • Seek out Guest contact
  • Provide immediate service recovery
  • Display appropriate body language at all times
  • Preserve the “magical” Guest experience
  • Thank each and every Guest

You can read more about these guidelines found in the excellent book Be Our Guest – Revised and Updated Edition published by the Disney Institute.

These seven phrases serve a variety of purposes. First, they define behavior in terms of Guests. They also communicate team member responsibilities. Finally, they showcase ways to customize service to individual Guests.

Disney has updated these guidelines over the past few years, but the principle is still the same.

Your church won’t have tens of thousands of people coming through your doors every day – but the principles Disney uses as a baseline starting point for training its cast members are appropriate in the context of your church.

Why don’t you put these Performance Tips into practice for your Guest Experience Team?

Day #24 of the 40 Day Guest Experience Journey

Begin the series here.

Day #23

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