The Importance of Knowing the Why Behind the What

Crossing an item off my Disney Bucket List (is there any other kind?), I recently spent 3 days at Disneyland in CA. Tons of people have asked me, “Which do you like best – Disneyland or Walt Disney World?” My reply: “They are apples and oranges, so I can’t compare them. I like them equally well in different ways.”

That being said, I’ve got to say the Cast Members at Disneyland go about their roles in a different way. It’s hard to describe, but I can illustrate it with a picture.

As you enter Disneyland by walking under the train station and onto Main Street, on the left side of Town Square you will see Town Hall. If you’re lucky, you will catch a show by the Disneyland Firehouse Band.

While you’re enjoying the music, look above the Band at the window.



Behind that window is an apartment above the Firehouse; it was for Walt Disney’s use when he was visiting Disneyland. When Walt was scheduled to be onsite, Cast Members always turned on the lamp in the window so the rest of the Cast would know.

It’s 2016 – 50 years have gone by since Walt Disney passed away. But do you notice the lamp in the window?

It’s on.


Disneyland Cast Members to this day go about their tasks as if Walt were in the park – and it shows.

 There are many reasons Walt Disney built Disneyland, but at the very center, he wanted to create happiness for his Guests.

It was evident from the moment Disneyland opened in 1955. It was evident throughout the next 11 years as Walt Disney often visited the Park. It’s still evident 50 years after his passing.

Disney Cast Members know the “Why” behind the “What.”

What about your hospitality team members? Do they?

Why do we serve? Why do we wake up early and stay late on the weekends? Why do we go through so much trouble to craft an experience for people we’re not even sure will show up? Because Jesus first served us, and we want our generous service to point people to him.         – Danny Franks, “5 Plumb Lines for Guest Services”

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