Friday, June 22, 2007

Keys to the Kingdom

Several years ago, whilst on a holiday to florida, I took my mum on a backstage visit to Walt Disney World. It was shockingly expensive (although not so bad now at $60), but for me it was worth every penny to see behind the mirror.

Along the way, we were allowed to pick up cards called "7 Guest service Guidelines" I reproduce them here.

-Be Happy...make eye contact and smile!

-Be like Sneezy...greet and welcome each and every guest.Spread the spirit of hospitality...It's contagious!

-Don't be out Guest contact!

-Be like Doc...provide immediate service recovery!

-Don't be Grumpy...always display appropriate body language at all times!

-Be like Sleepy...create DREAMS and preserve the "MAGICAL" Guest experience!

-Don't be Dopey...think each and every Guest!

Little Chef take note.

(Crossposted from my Blog)


  1. Ah, Walt Disney World. I remember venturing there several times in the '90s during Spring Break. At least their customer serivce guidelines have some class and history to them. When I was working at Target, the guidelines and internal trainning videos were pathetic.

  2. In case you are wondering why I took my Mum and not my Wife/Kid, it was an over 16s tour so Karen and David were swimming with Dolphins at Sea World. (Even more ridiculously expensive).

  3. Ah, if only I had the energy to take this advice every day!

  4. Keys to the Kingdom

    Clever little post by Ian and the warning for Little Chef apt. Does LIttle Chef still exist? I saw appalling service in America only at Wendy's and was amazed they were still open. Two months later they weren't. On the other hand, the demise of the traditional diner was sad, whatever the service.


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