Skip to content

Disney’s MVPs

I was comparing notes with a colleague on our family vacations to the Magic Kingdom (two thumbs up). We then started talking about the Disney Institute. At one of Institute’s stop-overs in Toronto, a Disney HR type asked the crowd to guess who was Disney’s most important employee.

The brave souls who played Mickey and Minney got most of the votes.

The company’s MVPs are actually the cleaning staff. Not only do they keep the parks litter free (try finding a wad of gum on any road or sidewalk). Cleaning staff help visitors find their way and answer endless questions. And they’re Disney’s eyes and ears on the frontlines. So the company invests heavily in training and does a good job treating their cleaning staff with respect.

How valued are the cleaning staff in your organization? Chances are, they were outsourced years ago and they’re pretty much invisible. Yet these are the folks who may well have the greatest impact on  face-to-face customer service.

So the next time you’re walking down the hall, don’t ignore them. Stop and say thanks for being an MVP.

No comments yet

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: