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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 8  Keep Plussing the Show

No Room for Excuses

We have to keep plussing our show. If we ever lose them [the guests], it will take us ten years to get them back.1

—Walt Disney

Van France is frustrated by the “victim mentality” he sees starting to creep into the management team at Disneyland. It is 1980, and three converging forces are taking their toll:

The worldwide recession and the resultant drop in guest visits to Disneyland are creating tremendous pressure for the managers; they and their cast members must do more with less.

The development of EPCOT in Florida, opening in just two years, is stretching already thin corporate resources, both financial and human.

Tokyo Disneyland, the company’s first international theme park, is ...

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