Pay Attention to the Details - Everything Speaks

This is the sixth in a series of ten blog posts that provide a brief synopsis of the chapters in my upcoming book, Lessons From the Mouse - A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life. You can view previous posts from the book by clicking on the Lessons From the Mouse category on the left column of this page.

Lesson #6: Pay Attention to the Details - Everything Speaks

Disney "Imagineers" go to great effort to design the details that make the Vacation Kingdom a truly magical environment. The goal is to transport guests from the real world to a magical place. The details don't stop with the design. Cast members understand that they are a key part of the story the environment is designed to tell. They maintain the integrity of the story by paying attention to the details. They wear appropriate costumes and play their roles with enthusiasm. Cast members pick up that stray piece of trash or report that peeling paint on the fence. They know that when it comes to the details, "everything speaks."

Regardless of the business or industry, the details communicate messages to customers. Sometimes these messages seem trivial such as a napkin stain or withering flowers in a flower bed. But sometimes they can be significant like an unattended help desk or dangerous potholes in the parking lot. Trivial or significant, every detail says something about the organization's commitment to the customer experience.

Everything the customer sees, hears, smells, tastes, or touches impacts their experience. Anything that is out of alignment causes a disconnect in the mind of the customer. Everything speaks! Customers may not consciously notice every detail, but subconsciously clues to your culture are being communicated. What is your service environment saying?

Question for Applying Lesson #6:

1. How does the Everything Speaks philosophy apply to your job or organization?
2. Take a walk through the physical environment of your organization (preferably with a team). What messages are being "spoken" in your work setting?
3. What needs to happen in order to ensure the details support your organization's brand?

 

To be released this summer