Who is not charmed by the atmosphere of magic created by a company, whose popular location found in Florida, is about the size of San Francisco, or twice the size of Manhattan. With 25,000 acres filled with 32 hotels, hundreds of dining and retail locations, four major theme parks, a sports and recreation complex, a shopping and entertainment village, and 167 miles of roadway. It has been said to be the largest single-site employer in the world. It employees around 59,000, give or take a few.
What keeps this chain of excellence intake? Their drive to maintain high quality service.
Lee Cockerell, former Executive Vice President of Operations, Walt Disney World® Resorts, tells his trainees that the “results are reflected in Disney’s robust bottom line, not to mention its astonishing 70% return rate among visitors and the lowest employee turnover rate of any major company in the hospitality industry. The formula is simple: Committed, responsible, inspired leaders create a culture of care, which leads to quality service, which leads to Guest satisfaction, which leads to measurable business results and a strong competitive advantage.” (Lee Cockerell, “Creating Magic”, 2008 p.4, 5)
The Power is in the Story
The Walt Disney Company is a storytelling company. The Disney product thrives on its ability to tell a story that connects to people’s emotions. The understanding and appreciation for this “power of story” contributes to the Disney difference in leadership.
As a leader, you must ask yourself: “What is important to you? How do others know this?”
Even though both questions are important; personally, I feel the second question is the one that holds a greater value in creating the magic to greater possibilities and progress.
So ask yourself, “How do I show and let others know what is important to me?”