What’s the secret to creating exceptional service within the Disney experience? Kendal Jolly of the Disney Institute, which trains new employees—“cast members” in Disney parlance—credits the company’s focus on behaviors, which are observable, trainable, and coachable.
Disney’s consistent business results are driven by overmanaging certain things that most companies undermanage or ignore, he said. “That is a key source of what differentiates us. We have learned to be intentional where others are unintentional.”
Jolly also preaches the value of a “common purpose.” Employees aren’t ask to memorize the Disney staff mantra, “We create happiness,” they’re asked to internalize it and to manifest that mindset in their job, whatever it may be.