TAMIOtalks on using Disney success principals in local government
- 1. 1. How clean everything is 2. How efficiently things run 3. How they take care of me there 4. The excellent customer service 5. How they make me feel special 6. Hanging out with celebrities 7. Oh, yeah, Space Mountain
- 2. Transportation issues Waste management Landscaping public areas Public safety Human Resources PublicWorks
- 3. Is the story your organization tells by design or by default? What story are you telling? And how? We judge ourselves based on our intentions, but we judge each other based on observable behaviors
- 4. • Skiing • Next in line • Blue shirts • Is the customer/guest/citizen better off for their interaction with you? If not, why not?
- 6. 1. Is this City Hall? 2. What is the phone number to City Hall (caller)? 3. Can I get married/divorced here? 4. What do I do with a dead body? 5. Can we turn on their hot water? 6. What’s the emergency number to the police?
- 7. • What is the story of your organization? • Is it by design or default? • Does your story as a leader inspire compliance or commitment? • As a result – do your people feel their work is just a job or a career?
- 9. Onstage – Backstage – Show Ready – That part of the operation open to view by the general public. Areas typically not open to the public. Ready for work. Ready to be seen by the public. Ready to interact with the public.
- 11. • $29 Chicken Fingers • Lost & Found 1. Wow through know how 2. Flair through care 3. Take notice, take action
- 12. “Whatever we accomplish is due to the combined effort. The organization must be with you or you don’t get it done … in my organization there is respect for every individual, and we all have a keen respect for the public.” ~Walt Disney
- 13. BE OUR GUEST Disney Institute LESSONS FROM THE MOUSE Dennis Snow INSIDE THE MAGIC KINGDOM Tom Connellan CREATING MAGIC Lee Cockerell THE IMAGINEERING WAY The Imagineers Tom Bryson tom.bryson@farmersbranchtx.gov 972 . 919 . 2511
Editor's Notes
- #2: WHEN YOU LOOK TO DISNEY FOR MUNICIPAL GOVT BEST PRACTICES, MANY PEOPLE ROLL EYES HOW MANY HAVE BEEN HERE (PICTURE) … WHEN PEOPLE ARE ASKED WHAT THEY REMEMBER ABOUT THEIR TRIPS – THESE ARE THE TOP ANSWERS – SEE IF YOU AGREE (LIST) SOUND FAMILIAR?
- #3: HOW ABOUT THE EVERYDAY JOBS THEY ENGAGE IN AT WDW (LIST) SOUND FAMILIAR? IT BOILS DOWN TO (SLIDE)
- #4: STORY … IT”S ALL ABOUT THE STORY YOU TELL WE’RE TASKED WITH LITERALLY TELLING STORIES EVERY DAY, BUT EVERYONE THAT WORKS FOR A CITY OR A COUNTY OR A SCHOOL DISTRICT, WE ALL TELL A STORY SO, CONSIDER THESE TENETS (1, 2, 3)
- #5: OF COURSE – WE TELL A STORY WITH INTERPERSONAL COMMUNICATION …
- #6: A PICTURE IS WORTH A THOUSAND WORDS BUT THEY COULD SAY DIFFERENT WORDS TO DIFFERENT PEOPLE … LET ME OFFER THREE PERSONAL EXAMPLES … PIC 1 – My wife thinks this is a beautiful picture of Lake Tahoe / I think it’s photographic evidence that I married way above my station in life. PIC 2 – I think it says that mouse ears look a lot better when its 2 am in the Magic Kingdom and everyone’s a bit punchy … My wife thinks it says she married way under her station in life. PIC 3 – Well, let’s just leave it at – It’s 2 am in Magic Kingdom, get the silly hat off my head and take me back to the hotel. CRIME SCENE EXAMPLE DAVE DAVIS EXAMPLE ----- Meeting Notes (6/18/15 14:58) ----- Crime Scene example Dave Davis example
- #7: LIST THEN PG 13 MOVIES DIG FOR THE QUESTON BEHIND THE POORLY PHRASED QUESTION? CITIZENS MAY NOT ALWAYS BE RIGHT, BUT LETS ALLOW THEM TO BE WRONG WITH DIGNITY
- #8: SO WHAT IS THE STORY YOUR ORGANIZATION IS TELLING …
- #9: WHEN WE DECIDED TO TELL OUR STORY WE STARTED INTERNALLY WITH AN ART PROJECT … AT EPCOT THEY HAVE A BACKSTAGE AREA THEY CALL LEGACY HALLWAY
- #10: ALTHOUGH WE HAVE CHOSEN TO INTERPRET DISNEY BEST PRACTICES AS METAPHOR … THERE IS ONE AREA THAT STAFF HAS TAKEN QUITE LITERALLY AND HAS SPURRED MORE INDIVDIUAL CONVERSATION AMONG DEPARTMENTS THAN ANY OTHER – ONSTAGE/BACKSTAGE DEFINITIONS SO, WHAT AREAS ARE CONSIDERED TO BE ONSTAGE FOR PUBLIC VIEW AND WHAT ARE BACKSTAGE … AND DOES IT DEPEND ON THE CIRCUMSTANCE?
- #11: SO, IN EACH OF THESE EXAMPLES … WHAT IS ONSTAGE AND WHAT IS BACKSTAGE?
- #12: WE TELL STORIES WITH OUR ACTIONS AND THROUGH THOSE ACTIONS ITS REALLY NOT THE BIG IMPACT THAT MAKE A LASTING DIFFERENCE … IT”S THE PILING UP OF LITTLE THINGS … LITTLE WOWS – THEY ADD UP TWO DISNEY EXAMPLES … FROM “LESSONS FROM THE MOUSE BY DENNIS SNOW”