Managing the Magic

Managing the Magic



Managing the Magic: Using Disney’s Magic Strategy to Staff your Firm with People who “Get It”

Service excellence and a happy workplace go together. At the Disney theme parks, they discovered that when the cast (their employees) are happy, they provide their guests with a remarkable experience. This program is designed for managers at all levels. It focuses on:

  • Hire the right people, put them in the right positions, and create the right expectations.
  • Create fusion between your employees and your company. Provide unique orientation training and create leadership expectations.
  • Maintain positive flow. Keep them emotionally connected. Create a system of recognition, reward, and celebration. Design communication systems to move information down and up through the organization.

The program stresses the alliance between onstage cast members (employees who contact the customer) and backstage cast members (those who support but never see the customer).

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