An EXCEPTIONAL Guest Experience – The PROCESS You Use to Welcome Guests

At Auxano, we’ve walked with more than 500 churches through a process called the Guest Perspective Evaluation. And when they’re done, they all ask, “What’s next?” Amazingly, most church leaders don’t actually have a plan they can use to improve their Guest Experience! Ask them about their strategy and you’ll discover it boils down to Read more about An EXCEPTIONAL Guest Experience – The PROCESS You Use to Welcome Guests[…]

Overcoming the Enemy of Your Guest Experience: Lessons from Captain Jack Sparrow

What’s a pirate without an enemy or two? Or in the case of Captain Jack Sparrow, maybe nine or ten! When a pirate is facing an enemy, it takes everything he’s got – and then some – to come out ahead in the end. Time after time, facing dire consequences, Captain Jack Sparrow manages to Read more about Overcoming the Enemy of Your Guest Experience: Lessons from Captain Jack Sparrow[…]

Two Days at the Disney Lab: Uncovering the Secret of Disney’s Magical Guest Experiences

Note: In 2013 I had the opportunity to spend two concentrated days at Walt Disney World, and the result was the following series of posts on my Top Ten Takeaways. I’m reposting them beginning today, with a few updates. It’s timely, because when this series ends, I will be onsite at Walt Disney World, where all Read more about Two Days at the Disney Lab: Uncovering the Secret of Disney’s Magical Guest Experiences[…]

The Language of Success: Creating a Culture of Happiness

Throughout my career, I had found that most people want to be involved in something greater than just being paid for a job. My basic story is about the two men laying bricks. When asked what he is doing, one man says, ‘I’m laying bricks.’ The other man performing the same task says, ‘I’m building Read more about The Language of Success: Creating a Culture of Happiness[…]

Beyond Orientation: Executive Team Development – Moving from Silos to Synergy

Walt was very firm in stating that Disneyland – the dream – was the star. It was his way of controlling the people with their outsized egos who thought that they or their divisions, departments, or functions were responsible for our success – Van France The entrepreneurial and highly innovative culture created by the Disney Read more about Beyond Orientation: Executive Team Development – Moving from Silos to Synergy[…]

Keep Plussing the Show: No Room for Excuses

We have to keep plussing our show. If we ever lose our Guests, it will take us ten years to get them back. –Walt Disney Sometime during the 1940s, Walt Disney coined the term “plussing.” Walt used the word as a verb – an action word. To “plus” something is to improve it. “Plussing” means Read more about Keep Plussing the Show: No Room for Excuses[…]

The Honeymoon Will End: What Happens When the Grand Opening is Over and the Daily Grind Begins

As anyone who has been married knows, there is a difference between the moonlight and roses of courtship and the bills and responsibilities of marriage. – Van France, Founder of Disney University Anyone who has ever been involved in a grand opening knows the feeling. The energy accompanying the pre-opening, followed by the eventual letdown Read more about The Honeymoon Will End: What Happens When the Grand Opening is Over and the Daily Grind Begins[…]

Simplify the Complex; or What to Do When A Guest Drops a Mickey Bar

Providing the happiest Place on Earth means that cast members must manage a delicate balance of priorities; without clarity, the task becomes overwhelming. Van France and Dick Nunis recognized the challenge. In response, they simplified this inherently complex environment by providing every cast member with crystal-clear marching orders during his or her Disney University orientation. Read more about Simplify the Complex; or What to Do When A Guest Drops a Mickey Bar[…]

Be Willing to Change or Be Willing to Perish: The Birth of Disney University

One jarring element can undermine a host of favorable impressions. That’s why street cleaners at Disney World are given extra training at Disney University to ensure that they respond in a positive and helpful fashion to questions from departing Guests. It might seem strange to train street cleaners in customer service, but Disney learned years Read more about Be Willing to Change or Be Willing to Perish: The Birth of Disney University[…]

Gather Facts and Feelings – Walk the Park for a Fresh Perspective

Walt Disney didn’t have a particular schedule, but his agenda was always the same: connect with and interact with as many guests and cast members as possible.  Walt would regularly walk through the Park, looking for problems or things to improve. He was good at it and always welcomed suggestions. I copied his routine. I continually Read more about Gather Facts and Feelings – Walk the Park for a Fresh Perspective[…]