If Disney Ran Your Hospital: 91/2 Things You Would Do Differently by Fred Lee
Cultural Insights From a Hospital Executive Who Became a Disney Cast Member
It's About Culture, Not Service
Culture is what you think and do without thinking about it. Client/Patient-focused care can be represented by the acronym
Sense people's needs before they ask (initiative)
Help each other out (teamwork)
Acknowledge people's feelings (empathy)
Respect the dignity and privacy of everyone (courtesy)
Explain what's happening (communication)
Look to the AAHA Compliance Study to understand what people (pet owners) want. Move your practice toward having/doing what
pet owners want. Stop defending "our way or no way".
If Disney Ran Your Hospital, You Would:
6. Change the Concept of Work From Service to Theater —
This is the model of business as a transforming experience. We need to shift from providing services to staging experiences.
"Scripting" contributes to the activity of creating experiences. It provides a concrete expression of vision. It describes
the roles people need to play in creating client experiences and how team members are expected to relate to one another and
to clients. What would your clients say if you asked, "What is a memorable moment of doing business with us?" Be fanatical
about paying attention to details. Even if 99% of your clients don't notice a given detail (talk about it), do it anyway.
The #1 question at Disney World (after "Where are the restrooms") is, "What time is the 3 o'clock parade?" What are they really
asking? Be sure to "hear" the "real" questions your clients are asking you! Give your clients what they want before they need
What is your practice's service theme? Your staff should know your service theme, even if they cannot recite it word-for-word.
Once you know and can articulate your service theme, you can create service standards, which need to include the image you
will project — that's the "show" or "theater" of what we do. What do you want to be known for? Think in terms of hiring for
talent rather than simply for skills.
7. Harness the Motivating Power of Imagination —
Imagination influences feelings. Imagination and empathy (feelings) are keys to teamwork. Use imagination for motivation,
Four levels of motivation:
level 1 — compliance
level 2 — willpower
level 3 — imagination
level 4 — habit (another name for "habit" is "talent")
Imagination and empathy diffuse anger. Teach your teams to "LAST" when there is a problem in a client interaction:
Solve the problem
Thank the client
(You can't fake empathy...)
Know what your clients want. Know what your clients need. Know what your clients think. Know what your clients feel. Know
whether your clients are satisfied. Know whether your clients will return.