"What Would Disney Do?" 5 More Lessons
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 ServiceCulture is what you think and do without thinking about it. Client/Patient-focused care can be represented by the acronym SHARE:
Sense people's needs before they ask (initiative)
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.
7. Harness the Motivating Power of Imagination —
Imagination influences feelings. Imagination and empathy (feelings) are keys to teamwork. Use imagination for motivation, not creativity.
Imagination and empathy diffuse anger. Teach your teams to "LAST" when there is a problem in a client interaction: