The two days the parks were closed, and throughout the rest of my vacation, I witnessed the best customer service and genuine love Disney has for their guests. This should not have been a surprise to me since, in 2021, I completed an online training certification regarding Disney’s Approach to Leadership Excellence through the Disney Institute. During my training, I learned about the four keys Disney has used for the last six decades to train their team members. These keys, in order of importance, are:
These four keys have been the engine that drives the world-class service for which Disney has become synonymous. Recently, Disney added to this list, making it five keys. The new addition is inclusion, which they added with the aim of implementing “meaningful cultural change.” This organizational evolution is a great example of a business that wants to stay relevant and impactful and is willing to revisit and revise longstanding, tried, and true traditions.
Disney is true to its values and vision, and they know who they are, what they stand for, and why they are headed in a specific direction. If Disney had decided to stay open during Covid-19 or during any other natural disaster, it would not be true to its code, putting safety above all things, including profit. It’s reported that WDW lost over 65 million dollars during the two-day closure due to Hurricane Ian. However, during the crisis, they stayed true to their values. Disney cast members are empowered and given permission to make all guests as happy as possible. During my two shelter-in-place days at a Disney property, cast members delivered flashlights to each guestroom, boxed meal kits were prepped and available, characters visited the hotel for lobby dance parties to help keep kids entertained, and the crew was readily available at all hours to reassure and comfort guests.