what really drives the magic is the extraordinary service. How does Disney maintain that high-quality service? Each of the fifty-nine thousand Cast Members is trained to treat each and every Guest with the utmost care and respect. And they do this consistently because they are treated exactly the same way by the Disney leadership: with the utmost care and respect. If that sounds like a commercial for a fluffy feel-good Disney movie, let me assure you it’s not. It’s a rational, muscular, no-nonsense business strategy.
