Always Remember Your Guest Gets to Make the Call

When it comes to measuring the success of your Guest’s experience, you don’t get to make the call – your Guest does.

No matter how hard you prepare, no matter how well you execute, and no matter how extraordinary the experience, in the end, it’s your Guest who decides if the experience was a success.

What do you do, then?

The best, the only thing you can do, is set the stage for success.

And that is accomplished through people – your Guest Experience Teams.

Are you looking for help in developing friendly, knowledgeable, passionate Guest Teams that deliver a WOW Guest Experience every time?

Maybe it’s time for you to go back to the university – but not just any university…

How about Disney University?

Or at least the next best thing!

One of the most significant books related to the Disney organization and Guest Experiences is Disney U, a very powerful and personal story by Doug Lipp, former team leader of the acclaimed Disney University. Lipp mentored under a number of Disney University visionaries, most notably Disney U founder Van France.

Recently I spent a couple of days at Walt Disney World, talking with Cast Members and observing their interactions with Guests. Throughout my time there, I was reminded of the powerful lessons from Disney U – lessons that today’s Cast Members receive through their onboarding process.

Come and take a learning journey with me!


Disneyland will never be completed. We’ve certainly lived up to that promise. But what about the people who operate it? Are we growing with the show or just getting older? The trouble with people is that we get hardening of the mental arteries, cirrhosis of the enthusiasm, and arthritis of the imagination, along with chronic and sometimes acute allergies to supervision, subordinates, and the whole darned system. 

Is it possible that what we have gained through experience we have lost through habit, and that what we have gained through organization, we have lost in enthusiasm?

Van France, Introduction to his “Proposed Program of the University of Disneyland, 1962-1963

Your Guest Experience Teams are the foundation of the measure of success of your Guest’s experience.

Disney U will help give you that foundation.

Disney U


Next: Begin the Disney U experience with Setting the Stage for Success

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