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1-Page Summary of Disney U
Overview
Today, children dream of meeting their favorite Disney character. This is also true for previous generations who dreamed of meeting a hero like Cinderella or Snow White at Disneyland.
One company has managed to stay relevant for many years. What is that company? Disney, and how have they done it? They do this by training their staff at Disney University. How does this help them stay relevant? It helps them treat customers like VIPs.
You will learn why Disney managers held meetings in Cinderella’s Castle, how customer service is both an art and a science, and the reason you can’t buy alcohol at Disneyland Tokyo but can at Disneyland Paris.
Big Idea #1: A company’s values should help the staff stay motivated, hardworking and happy.
The employees are the most important part of any business, especially in a customer-focused industry. A well trained staff can help you achieve success.
To keep your employees happy, provide them with values that go beyond the physical goods they’re paid to deliver. Most companies fail in this regard because they assume that pay or bonuses or perks are enough to motivate their workers. They do not realize that they need to share the company’s values with them as well.
If employees don’t care about the values of a company, they won’t be concerned with its progress or stakeholders. They’ll only be interested in their own material needs.
Disney is careful to avoid that. They promote the company’s philosophy at Disney University, where staff (or cast members) are trained. The staff come to share the company’s values so they feel a much deeper connection with it.
You also need to keep your employees happy. The best way to do this is to ensure that the management stays in close contact with them. The management should know immediately if the employees encounter any problems, so they can be addressed and resolved quickly.
Van France, the founder of Disney University, used to walk through the institution and observe how people were doing. During one of his walks, he noticed a problem with the orientation program for newly hired members: The company had expanded so quickly that trainees were struggling under an outdated program.
France developed a new orientation program that was more suited to the needs of the company and its trainees. Management should be aware of the organization’s inner workings and find ways to make work more efficient and enjoyable.
Big Idea #2: Business is a mixture of science and art.
Is building a successful company a science or an art? It’s both. Your organization’s scientific side is about its infrastructure and physical products. For Disney, that means building and maintaining the parks and attractions. Success largely depends on the layout of their parks, as well as quality, cleanliness and exciting rides.
Great infrastructure and well-engineered roller coasters are not enough. They must also have a special touch that sets them apart from other businesses.
The staff is the key to Disneyland’s success. Staff members are responsible for making customers’ experiences special, and that makes all the difference.
Disney approaches the challenge of maintaining their artistry in several ways. First, they teach employees how to interact with customers and have positive interactions. Children get excited about visiting Disneyland because they get to meet their heroes like Snow White or Donald Duck. Clearly, cast members who play those characters need extensive training.
