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Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees by Doug Lipp

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LESSON 3It Takes Art and Science

The Attractions Don’t Break Down, and Snow White Never Has a Bad Day

To try to keep an operation like Disneyland going you have to pour it [money] in there. It’s not just new attractions, but keeping it staffed properly, you know . . . never letting your personnel get sloppy. Never let them be unfriendly.1

—Walt Disney

Walt Disney got off the Jungle Cruise boat and wasn’t happy. In fact, something was terribly wrong. The problem was with the skipper of the boat Walt had observed. The skipper hadn’t done his job properly, and that simply wasn’t acceptable to Walt. Yes, the skipper ran the boat safely, so that wasn’t the problem. Yes, he had recited his script line for line, so that wasn’t the problem. It was something ...

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