{"id":614,"date":"2021-03-14T23:47:10","date_gmt":"2021-03-14T23:47:10","guid":{"rendered":"https:\/\/staging.tedtopping.com\/?page_id=614"},"modified":"2021-03-19T23:59:20","modified_gmt":"2021-03-19T23:59:20","slug":"benchmarking-disney-experiencing-disney-service-standards-and-values-through-real-life-observation","status":"publish","type":"page","link":"https:\/\/tedtopping.com\/index.php\/benchmarking-disney-experiencing-disney-service-standards-and-values-through-real-life-observation\/","title":{"rendered":"Standards and Values"},"content":{"rendered":"\t\t
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Experiencing Disney\u2019s Service Standards and Values<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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In many organizations, small groups of strategic thinkers get together and, over time, develop a vision (\u201cOur organization will be…\u201d) and a mission (\u201cOur organization will do…\u201d).<\/p>\n

The process is far more difficult than it appears to be from the outside, and it typically requires people to make some tough choices based on inevitably conflicting values.<\/p>\n

But once the vision and mission are complete, the process too often ends there. Things stop just as the entire effort could have become useful.<\/p>\n

By this, we mean taking the next step and translating the vision and mission into things that management and staff can actually use: service standards<\/strong> and service values<\/strong>.<\/p>\n

Service standards are typically used to communicate a brand to external customers. Service values are typically used to communicate a service culture to internal customers (your employees).<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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The author benchmarks Paradise Pier (now called Pixar Pier). Customers experience retail and other service environments with all of their senses.<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Disney\u2019s Four Service Standards<\/strong><\/p>

Disney has four service standards and values: safety, courtesy, show, and efficiency. Learning about them and starting to understand them through firsthand experience are highlights of our Benchmarking the Guest Experience<\/strong> program.<\/p>

We start from the understanding that customers experience retail and other service environments with all of their senses (sight, sound, smell, touch and taste). It is a total<\/strong> experience that we all inevitably have.<\/p>

But asking a program participant to monitor all of their senses in the overload of a theme park would probably be asking too much.<\/p>

This is why we explain that service standards and values provide a framework for behavior in the workplace. That they are empowering tools that enable people to take action in the moment. And that they should be applied consistently across all functions in the organization.<\/p><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Mickey\u2019s Fun Wheel (now called the Pixar Pal-A-Round), demonstrates that Disney\u2019s service standards and values are easy to observe once you know what you are looking for.<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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In the case of Disney, service standards and values are easy to observe once you know what you are looking for:<\/p>