Creating an Amazing Service Culture

Scott Davis, a marketing professor, shares insights from his first job at Disney World. He discusses Disney's guest service guidelines, which use the Seven Dwarves as a mnemonic device. These guidelines emphasize happiness, hospitality, guest interaction, service recovery, appropriate body language, creating magical experiences, and gratitude. Scott reflects on how these principles are ingrained in Disney's culture and shares his personal achievement of winning a cast member award.

What was Scott Davis's first real job?

• Cashier at Walt Disney World

• Marketing Professor

• Sales Associate

• Service Manager

Why are Disney's guest service guidelines important?

• They increase variability in service.

• They help reduce variability in service.

• They are only for managerial staff.

• They are optional for employees.

Which character is used to represent the guideline of making eye contact and smiling?

• Bashful

• Sneezy

• Happy

• Doc

What does the guideline associated with 'Sneezy' emphasize?

• Greeting and welcoming every guest

• Displaying appropriate body language

• Creating dreams

• Immediate service recovery

Which guideline involves seeking out guest contact?

• Don't be Dopey

• Be like Doc

• Don't be Bashful

• Be like Sleepy

What is the focus of the guideline associated with 'Doc'?

• Providing immediate service recovery

• Thanking each guest

• Creating dreams

• Making eye contact and smiling

Which guideline suggests always displaying appropriate body language?

• Don't be Grumpy

• Be like Sleepy

• Be like Sneezy

• Don't be Dopey

What does the 'Sleepy' guideline encourage?

• Greeting every guest

• Displaying appropriate body language

• Creating dreams and preserving the magical experience

• Immediate service recovery

What is the final guideline about thanking guests associated with?

• Grumpy

• Dopey

• Doc

• Bashful

What personal achievement does Scott mention in his conclusion?

• Leading a team at Disney

• Publishing a book on service culture

• Being the first intern to win Cast Member of the Month

• Winning a marketing award