The Wisdom of Walt: Leadership Lessons from the Happiest Place on Earth (Disneyland): Success Strategies for Everyone (from Walt Disney and Disneyland)

by Jeffrey A. Barnes

Walt wanted his cast members to have as many interactions with guests as possible, even his “ushers” or parking lot attendants. Walt ensured that they were trained to be passionate ambassadors for his Magic Kingdom and were committed to its key concepts. Once inside the park, guests needed an individual ticket or coupon for each attraction. One of the reasons why Walt valued the ticket booths and the ticket books they sold is because they ensured extra opportunities for cast members to interact with guests and “plus” or enhance their experience throughout the day. Can you imagine such an idea in today’s world of automation? Unfortunately, it appears that the goal of many leaders and their companies is to keep employees as far away from customers as possible. While there are many reasons for this distance, I want to challenge you with this question: Do you really trust your team members? If you do, then like Walt, shouldn’t your goal be for them to have more interactions with your customers, not less?