Casting
Your company may not be big enough.
You may not have the luxury of time.
You may not have hundreds of applicants to choose from.
But should any of those excuses compromise your standards of selecting the right fit candidate?
Your front line directly affects your bottom line. Spending the resources to select, train and reward those employees, your most valuable asset, cannot be compromised.
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You are not the show
There is a reason companies have dress codes. It’s more than conformity.
There is a reason companies have logos. It’s more than publicity.
There is a reason companies regulate what you can and cannot say about the products you sell. It’s more than a legal technicality.
You are not the show.
While you may have your individual style, we don’t want to deny you the opportunity to celebrate your uniqueness.
But when you are on stage portraying the role that has already been written for you, all we ask is that you stay in character until the scene ends. The writers, producers and directors thank you.
So do your Guests.
Otherwise, they’ll know you’re not sincere and they may leave before the play is over. They might even give you a bad review.
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Earning My Ears
One thing you don’t want to hear: “This is my first day on the job! Please excuse my incompetence.”
Friday, we had the privilege of going through the process of becoming a Cast Member at Norway in Epcot. This was for training purposes only. (Hey, I can dream, can’t I?)
We were taken through a Traditions class where we learned about the history, the now and the future of the Walt Disney company.
We were quizzed about the Disney Service Basics:
Okay. Now you know the secrets of delivering great service. So, go on. Do it. DO it. DO IT!
Just because you know what to do, it doesn’t always work out. Why not?
For starters, do you have the right people in place who are capable of completing their job using the guidelines above? Are you, as a leader, helping to bring these basic, common sense practices to life?
“We work hard to do the best job possible.” Walt Disney
Do your best job possible. Earn your ears!
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Crusty outside, creamy inside
A little crusty on the outside, but smooth and creamy on the inside.
While the Candele pictured above is just that, is this the kind of employee you are looking to hire?
When you have a vacant position, what is the first thing you look for in an applicant?
Not too long ago, I was asked my impression of an applicant who came in for an interview. My only comment was that they didn’t smile. You don’t get a second chance at a first impression.
Choosing the right person for a job should be based on attitude, not aptitude. Maybe they can do the specifics of the job. But if they’re not smiling, or making eye contact with the customers, do you really want them in a front-line position?
The choice you make says a lot about you and your company. Make it the right choice, smiling inside and out.
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Ready for the show
Is everything in place? Are all the elements (script, lighting, scenery, props, actors) ready to play their part?
If not, what’s missing?
When it comes to having a successful show in a business, start by communicating the vision of the company to all employees. Then you have to give your employees the proper environment in which they can thrive. Defining your culture so that it is clear to everyone and is based on design rather than by default will allow your company to be more successful.
Putting on a show that isn’t ready is like eating a cake before it’s baked. It may taste okay, but the finished product is more worthy of the time and effort devoted to making sure the recipe is followed through to the end.
Make sure your finished product is show ready. Give of your best to your customers!
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