The Disney Experience
Just having returned from a Florida vacation that included Disney and Universal, I was focused on learning all that I could from 2 companies that were focused on the client experience.
Much has been written about Disney, and I understand why. The psychological impact of hiring “cast members,” and not “employees,” is visible in nearly every corner of Disney. Although the roles filled by the various characters are obvious, every role at Disney is considered “cast.” The ride operator will literally perform the same operation thousands of times that day, yet the ride operator’s role is to 1) make me feel special and 2) ensure the safety of the ride EVERY TIME. The ride operator might be having a bad day, but the role he/she is playing is to be that of a happy, dedicated ride operator. The behavior of the ride operator behind the scenes might be entirely different – but in my version of world events, he/she is happy.
It’s probably an incredibly tough job. But this casting mentality may actually help to compartmentalize their behaviors and responses – especially in situations where “guests” may be behaving poorly. Instead of regarding the poor behavior as a personal attack, the cast member could mentally view it as a reaction to their “character role,” thusly speeding along the mental processing and subsequent interaction/outcome.
So what did I learn? Disney is amazing. Disney has client service as an art form. And as a “cast member” at my job, I need to provide the highest level of client service I can, to ensure that we are the “happiest [digital] place on earth.”