How Disney Achieves Excellence

You would be hard pressed to find a person that hasn’t experienced the Disney brand in some form or fashion.  Whether it’s a theme park, movie, product or resort, Disney does it right. They are known for their excellence.

Just how do they achieve it?

Cinderella's Castle, Walt Disney World
Walt was a stickler for detail.  He believed details mattered.   To give an example, if Disney was to paint something in one of their parks a certain color (let’s say white for example), they would test dozens of shades of white in various sunlight situations.  All to get just the right shade as it related to the surroundings.

In the early days when Disneyland had opened, Walt would make his “imagineers” (those that designed the park) crawl through the park on their hands and knees to get the same perspective as a child.  He wanted them to experience things as their guests and make changes accordingly.

He also required his staff to ride the rides and eat with the guests to see things from their angle.  Adjustments were easier to make to serve them better.

Walt believed in “Fresh Eyes”.

Fresh eyes as a leader is the ability to see things from a fresh perspective.  Specifically from the perspective of those you serve.

In business, what does your customer experience when they interact with your company?

Is your environment clean?  Were they greeted with a warm welcome?  Was the process efficient?  Did you exceed their expectations so much they would give you a word of mouth referral without you asking?

It’s easy to get so entrenched working “in your business” that you forget to work “on your business”.  

Sadly enough, my experience lately is customer service in many places of business has been in decline.  It’s easier than ever to exceed the competition with just a little extra effort.

Experts say that you can exceed the competition if you can do something just 5% better.

This “Fresh Eyes” principle isn’t just for business.  It can also be used in your personal life.

You can look at your home, your relationships and your life with fresh eyes.  What is the current experience  and how can I make adjustments to make it better?  How can I serve others better?

One tip I would give you is to ask for feedback.  In business, bring in someone to give you some unbiased feedback on their experience with your company.  Set up a survey to get feedback from your customers.  Ask questions regularly with the goal of improvement.

Seeing with “Fresh Eyes” and acting accordingly always leads to improvement.  And when you improve, everybody wins.

What is one area of your organization or life you can look at with “Fresh Eyes” this week?

Please note: I reserve the right to delete comments that are offensive or off-topic.

Leave a Reply

Your email address will not be published. Required fields are marked *