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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 4  Gather Facts and Feelings

Walk the Park

Walt would regularly walk through the Park, looking for problems or things to improve. He was good at it and always welcomed suggestions. I copied his routine. I continually walked through the Park, looking for different things, people problems. Facts are easy to identify, I was looking for feelings that were bothering Cast Members.1

—Van France

Van, with camera in hand, sets out from his office, a ramshackle hut in the backstage area of Disneyland. As usual, he is going into the park.

He doesn’t have a particular schedule, but his agenda is always the same: connect with and interact with as many guests and cast members as possible.

He passes through a gate marked “For Cast Members Only” in ...

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