1 post tagged “be our guest”
Be Our Guest is all about what we do "backstage" to make the Disney magic happen. Online, just as in the parks, you don't get to see what goes on behind the curtain. You're never aware of our process, our heated discussions around guest experience and quality of content and everything else that goes into our show. You just see the pixie dust.
I won't dig too deeply into this here. I know there is only so much Disney crap people can take before they want to smack me around but the most significant part of this book for me was the discussion around communication and specifically about how Cast Members at the park are taught to deal with what, on the surface, seems like one of the silliest questions ever to be asked: "What time does the 3 o'clock parade start?"
This is one of the most common questions asked in the parks. The answer, however, is about engagement and understanding that guests aren't really asking about the time. They are probably asking about where they should stand, what the route is, what time it will be at this specific location or a whole host of possibilities. Rather than give a glib response or even one that answers the question (but not the guest's need) like a bubbly "Why, 3 o'clock!" it is an opportunity to make someone's day with special attention and empathy.
I need to remember this at work. I need to remember this in life.
As the unfrozen head of Walt might say, "Never forget, the magic always begins with you." </pixie dust>
Recommended.