Category Archives: Disney Institute

What’s your favorite?

Posted on August 25, 2010 by David

“I only hope that we don’t lose sight of one thing – that it was all started by a mouse.” – Walter Elias Disney A friend posed a question the other day regarding the Walt Disney World Resort. What one … Continue reading →

Posted in Customer Service, Disney Institute | 2 Comments

I hear a train a comin’

Posted on August 15, 2010 by David

No, it’s not a freight train. I left off part of the word. It should read “I hear some training coming.” Most business recognize the value of training when it comes to new employees. There is a formalized process introducing … Continue reading →

Posted in Disney Institute, Flash Floods, Formal, Impactful, Powerful, Training | 4 Comments

How did you become a leader?

Posted on August 6, 2010 by David

I am part of an online community that completes surveys in exchange for points. I can then use the points for stuff. Stuff like books, MP3 accessories, CDs, jewelry, etc. A recent survey asked the question, “How did you become … Continue reading →

Posted in Community, Disney Institute, Example, Following, Leader, Leadership, Ready, Watching | 1 Comment

Because it’s what we SHOULD do

Posted on July 9, 2010 by David

“It’s not our fault, but it is our problem.” At the The Disney Institute, this axiom is taught as a foundation for the level of service that they offer to each guest and each Cast Member. The perfect example came … Continue reading →

Posted in Chaos, Customer Service, Disney Institute, Policies, Problem, Procedures, Refunds, Resolve, Rules, Should | 2 Comments

"It’s kind of fun to do the impossible."

Posted on December 20, 2009 by David

I put it in quotes for a reason. It’s a quote from Walt Disney. I recently participated in the Disney Approach to Leadership Excellence program at the Walt Disney World’s Beach Club Resort. One of the facilitators of the program … Continue reading →

Posted in Disney Institute, Excellence, Leadership, Pin, Walt Disney World | 6 Comments