When you have a big announcement to make, you know what people are going to ask. Go ahead and address the big issues upfront before they even have to bring…
Month: November 2019
Can You Enforce Rules and Still Give a Great Experience?
Is it possible to enforce rules and guidelines and still focus on delivering an excellent customer experience? At Disney, we are clear to cast members about the responsibility to enforce…
Create a Culture of Customer Service
At Disney, it doesn’t matter what your job is. We all have the same purpose. Take care of the guest. It doesn’t matter if what you are doing for the…
How to Handle a Team Member Resignation
Every organization has team members resign. Some of the people who leave are popular. Some of them fill an important role in the organization. How you handle the resignation will…