BamaGuy44
DIS Veteran
- Joined
- Mar 28, 2014
- Messages
- 1,369
Not DVC related, but the DVC boards are my "home", so hopefully not too out of place.
At our corporate conference a while back, one of the speakers was a successful business coach who worked for 15 years as an executive at Disney, specifically WDW. Really engaging speaker with a fun personality, I'm embarrassed I can't remember his name, sorry
He said 1 day a year all the executives would be assigned a front line CM job in the parks to see what it's like. One year he was assigned to cook in one of the QS restaurants in MK. He was on the line making chocolate chip pancakes. His job was to put exactly 7 chocolate chips into each pancake before it was cooked. Pretty easy, right? It is, but he said he got bored pretty fast and decided to add some "magic" to some peoples' pancakes, and sometimes would put 9 or 10 chocolate chips instead of 7. Then he decided to get creative and started making some with little smiley face designs with the chips, and shaping the batter to look like little Mickeys, etc. After a little while of that, the manager wanted to speak to him, he could tell she wasn't thrilled, lol
Stop reading here if you want to guess what her issue was....
She walked him out into the dining room and the line at the counter was all backed up and crowded, with some unhappy customers. Not because he was slow, his "magical touches" only took a few seconds, but because some people saw that a few others were getting the "Mickey" pancakes, and their kids wanted to wait until those came out so they could get them, too. Causing some chaos. She asked him to please stick to the way he was told to do it
The point he was illustrating was that even a small change can have unknown effects you can't predict, so teams need to have communication and synergy, blah blah blah. But I thought the concept of having the executives work "normal" CM jobs is pretty cool, not sure if they still do it. And it shows the delicate balance they have to try to find when it comes to guest experience.
At our corporate conference a while back, one of the speakers was a successful business coach who worked for 15 years as an executive at Disney, specifically WDW. Really engaging speaker with a fun personality, I'm embarrassed I can't remember his name, sorry
He said 1 day a year all the executives would be assigned a front line CM job in the parks to see what it's like. One year he was assigned to cook in one of the QS restaurants in MK. He was on the line making chocolate chip pancakes. His job was to put exactly 7 chocolate chips into each pancake before it was cooked. Pretty easy, right? It is, but he said he got bored pretty fast and decided to add some "magic" to some peoples' pancakes, and sometimes would put 9 or 10 chocolate chips instead of 7. Then he decided to get creative and started making some with little smiley face designs with the chips, and shaping the batter to look like little Mickeys, etc. After a little while of that, the manager wanted to speak to him, he could tell she wasn't thrilled, lol
Stop reading here if you want to guess what her issue was....
She walked him out into the dining room and the line at the counter was all backed up and crowded, with some unhappy customers. Not because he was slow, his "magical touches" only took a few seconds, but because some people saw that a few others were getting the "Mickey" pancakes, and their kids wanted to wait until those came out so they could get them, too. Causing some chaos. She asked him to please stick to the way he was told to do it
The point he was illustrating was that even a small change can have unknown effects you can't predict, so teams need to have communication and synergy, blah blah blah. But I thought the concept of having the executives work "normal" CM jobs is pretty cool, not sure if they still do it. And it shows the delicate balance they have to try to find when it comes to guest experience.
effect, it’s the 
one Lol
