Role in the Show is one of our strongest concepts and models for how to perform onstage and backstage to make sure that each and every interaction between our customers and employees is perfect.
If you have not thought about this model , then this is the time to understand what it means and how effective you are as a leader in making sure that 100% of your fellow team members understand what they need to be doing to fulfill their role in the show to meet your expectations for a great show every day for your customers.
One of our executives at Disney told me once that as he walked the park he was getting very frustrated seeing a few Cast Members standing at the front of an attraction like guards and more focused on making sure the strollers are lined up and the queue lines are straight than interacting with our Guests in a fun way that reflects their role in the show.
I told him to send have his cast membes, go watch the Cast that works in Sunshine Season Food Fair at The Land pavilion . . . or the Cast at the Twilight Zone Tower of Terror™ . . . or Kilimanjaro Safaris at Disney’s Animal Kingdom® Theme Park . . . or at The Haunted Mansion at the Magic Kingdom® Park . . . or at Victoria & Albert’s at Disney’s Grand Floridian Resort & Spa . . . or at Whispering Canyon Café at Disney’s Wilderness Lodge . . . or watch any of our Characters who are always in role and always performing when they are onstage, just like all of our Cast that works in entertainment. These are just a few examples of how powerful Role in the Show is. There are many examples of Cast Members doing it right I told him, but there is always huge room for improvement.
Did you know that it is not the Front-Line Cast’s fault if they are not performing their role in the show? It is the leader’s fault. Just like in a play. If the play is not directed properly, it is not the actor’s fault—it is the director’s fault.
This is why it is so important that Front-Line Leaders be out with their fellow team members and customers so that the Cast can be continually coached and directed, just like in a Broadway play.
Make sure that you are properly training all of your fellow team members to be able to perform their role in the show . . . and make sure they understand your expectations for performance . . . and then lmake sure that you are giving them feedback . . . and at the end of the day when a cast member in a play can’t sing or dance, he or she is taken out of the show: 99% of employees not performing up to snuff can be corrected by their leader, so their behavior will be better for them and for your customers . . . and remember that you, the leader, has a role in the show as well. That is to lead your team and to be there for them, helping them to reach their full potential in their performance so they can perform the show day after day to standing ovations.
PS: Last week I flew to London on Wednesday night and returned Friday night to give a speech.I flew Unted Airlines. I had a problem with my business class foot rest not reclining properly. The flight attendant tried with all of his might to get it to work but it would not move. He issued me a certificate for a reward for the problem. This immediately made me feel better and not upset with the airline. Bravo to United Airlines for putting this guest recovery procedure in place and giving the flight attendants the authority to provide immediate recovery to their guests. Do you have a system in place like this? It is not the problem that causes problems in organziations…It is the way they handle them.
Great Leaders Look for the Better Way Every Day!!!!! and United Airlines found the better way.