Not just popcorn, but EVERYTHING is expensive at Disney! I was recently at a training with Doug Lipp, author of the book Disney U, and he was covering the highlights on how Disney University develops the world's most engaged, loyal, and customer-centric employees (and by extension, some of the most engaged and loyal customers!).
The focus of the book, and also his talk, was on how much Disney pours into their park staff (cast members) in order to create revolutionary service, through revolutionary thinking. They have extensive programs for cast members at every single level of their organization, presidents to janitorial staff, to teach the principles of their organization. More than just how to press the right buttons, or draw the right lines, the training teaches cast members how to think about the main mission of their jobs: creating happiness and magic. Once that main mission is clear, the actions a person must take to achieve it also become much easier to discern.
As I was listening to Doug speak about the tremendous, intentional effort on training that Disney University imparts on Disney cast members, I caught him divulge just how Disney pays for this level of service: through the margins in all of their products.
Yes, it is expensive to buy popcorn, a soda, or a bottle of water at Disney, but the value Disney delivers is legendary and EXPECTED. The example Doug gives from the book is about when a child inevitably spills their popcorn. If a cast member is made aware, the child's grief is most often consoled by a Disney cast member offering them a free replacement, no questions asked. Disney employees are empowered to create that magical feeling for their guests, with no additional hoops to jump through. This service costs Disney in both product and training, but not as much as having an average, middle-of-the-road brand reputation would cost them. Disney isn't for everyone, but their legions of devoted fans are more than happy to pay the price of admission, knowing with absolute certainty that they will be entering a place where they will encounter the incredible on a level that cannot be paralleled anywhere else. These are not people looking for the lowest cost thrills- those people are at the state fair. These are people who want to experience MAGIC.
Here at DataCorps, we are studying these examples and implementing what we learn about the magic that Disney creates to bring our Tampa and Lakeland small business clients a remarkable outsourced IT experience. Our customers expect the best service in the industry, and it is our constant aim to provide them with it. Not to an audience looking for a state fair experience, but to incredible, fast-growing small businesses who want to encounter an IT managed services experience unlike any other.
Are you located in Tampa or Lakeland and looking to embrace the best customer experience you can possibly have?
We're here for you. Popcorn in hand.
