We learned the Disney secrets for delivering great “guest” service a couple months ago. Today, we’ll peek into the company’s strategies for “Great Leaders.” Take these and apply them to your business.
Disney Great Leader Strategies*
1. Design your organizational structure for success … “Break the Mold.”
- Be willing to recreate the structure and change the whole approach if needed.
2. Make sure you have the right people in the right jobs.
- Create challenging jobs; expand your thinking about people’s capabilities. Don’t just hire for the job.
- Select the best, not the best available.
3. Ensure that Cast Members are knowledgeable about their jobs.
- Cast Members should know the business, the strengths and the opportunities for improvement.
- Ask yourself, “Are Cast Members training managers or vice versa?”
4. Make dramatic leaps in guest service.
- Experience our product frequently as a guest.
- Understand what “World Class Service” is from a guest’s perspective.
- Read Guest letters on a regular basis and respond personally.
- Look for new ways, both internally and externally, to better your best effort each day.
5. Implement effective, structured processes for getting work done.
- Scan weekly reports for new ideas.
6. Explore, probe and know what is going on in your organization and act upon the information.
- Walk Cast/Guest areas every day as you come in to work.
- Hold breakfasts, lunches or dinners (or other forums) on a regular basis to learn what’s really going on.
- Learn the truth!
7. Actively observe and react to the performance of your direct reports – take time for recognition, coaching and counseling.
- Always notice performance, positive or negative, and provide feedback to your cast.
- Make a point of letting people know specifically what they are doing right.
8. Expand and act upon knowledge and experience of the best service available anywhere.
- Consistently ask, “Do I have the best service in the business?”
- Know what the best service looks like. Know how to apply it.
- Expose yourself to the best – reflect on it, then act on it.
9. Partner effectviely and successfully with staff and other cross-functional partners.
- Don’t avoid conflict and confrontation on tough issues.
- Welcome input and constructive feedback.
10. Demonstrate a passionate, professional commitment to your job.
- Make sure your job is something you love to do.
- Deal personally with “the worst guests in the world.”
- Do the right things for the right reasons.
11. Understand and demonstrate mastery of business fundamentals.
- Have a clear picture of where your business is headed; break it down into components, analyze it, and then plan.
- Don’t be a fence sitter. Be decisive and make the tough choices.
- Know how to use your resources effectively.