The Number 1 Rule at Disney is to “treat customers as you would treat guests in your own home. And NEVER refer to them as customers…they are your guests.”

Objectives:
• Understand why Walt Disney felt that every business is “show business” – realize that you are putting on a show for your guests, whether you’re taking a reservation over the phone, cleaning a hotel room, or dancing and singing on stage. Everyone’s role is important.
• Know how to create your own “show”
• Understand how to create a “customer-centric” organization
• Know why it is essential to establish a multi-day orientation process to enhance the customer experience
• Develop an action plan to begin your journey to becoming “customer-centric”

Learn how to:
• Create a “show business” mentality
• Exercise the four parts of putting on a great show
• Develop a clear vision and values
• Create an environment of mutual respect and trust
• Create an orientation process that focuses on vision, values and culture