As part of my Disney Institute course on Quality Service, one of the lessons was devoted to Setting and how it is used as a delivery system within the framework Disney uses for their exceptional service. As one of the exercises, our class was offered the “perfect lunch” following one of the morning sessions.
Having just studied what Disney does to emphasize the setting for their guests, we all were looking forward to a lavish meal. One thing Disney is well known for is their cuisine. We arrive in our room and we find . . . in a word . . . chaos. While the selection of food was ample, it was totally out of order. Silverware was located at one end of the buffet line, while plates and food were scattered randomly around the tables. Several themes existed; one was pirate a pirate theme and the other was colonial. Napkins were hidden. Soup bowls were nowhere near the soup. Plates were too small. Get the picture? Little did we know the server was also part of the setting. He was apologetic and through his conversations, he encouraged us to talk about the experience without saying, “How does this make you feel” or “Isn’t this a lousy setup”.
While this “chaos” seemed out of place, it was well thought out. Organized chaos? Aren’t those terms mutually exclusive?
The setting involves the environment and the individual objects within that environment. It should send the right message, guiding your guest through the experience and involve multiple sensory details. How your operation looks, where things are located within your environment, even how your on-stage areas smell, . . . these all have a part in a successful setting.
Are your brochures spelled correctly? Is the lighting correct for the environment? Is there ambient noise that is disrupting the experience? All of these work together to complete the experience for your guest.
We eventually caught on to the lesson offered even though we thought we were on a lunch break. The only time your setting should take a break is when access by your guests is not allowed. Unless your operation is closed, there is no break.
Your guests demand and deserve better than the perfect lunch.Tweet