Twenty-three percent of their guests come from outside of the United States. Fifty-one percent of their guests fly and 44 percent drive. The top three expectations for the Disney parks are to be clean, friendly and fun. Everyone from CEO Michael Eisner to housekeepers knows these expectations and are empowered to make them happen. It is every cast member s responsibility to keep the parks clean, friendly and fun.
Work teams determine their own bench marks for success and track their progress on a report card.
Final note, I understand that the Disney institute will no longer be open for individuals in business outside of Disney to attend, but will be available for corporate groups. Entering Ludington a few weeks ago was a pleasant experience. The Sunshine Caf still has the friendly and welcoming staff, and doing a great business. My trip out east, to a location our family has vacationed for thirty years had some unexpected changes due to the labor shortage. Let me warn you, so you can watch for this occurring in your business, and hopefully you will have some way to deal with it.