This session, based on the presenter’s book Care Like a Mouse, will show attendees how Disney harnesses human capital through Purpose, Priorities and People. At each step, we will share strategies and tactics participants can apply to their organization.
 

• Purpose – The goal every team member aims to achieve. We will share how Disney defines its Purpose and weaves it into every human interaction. 

• Behavior and Operating Priorities – The filters through which Purpose is delivered. Behavior Priorities describe the expected leader/employee behaviors. These “Disney Basics” apply to reviews, promotions, coaching and discipline.  We will share both sets of Priorities and ask participants to compare their organizational behaviors with these filters. 
• People – Putting human capital first. Much of Disney’s success comes from how it engages Castomers™.  We will share examples of the tools Disney uses to connect to its castomers™ and customers. 

People think that everything Disney touches is magic.  It’s not.  It's method. 
Learn the method and you can create your own magic.
 

Lenn Millbower, the Mouse Man™ and author of the just-published Care Like a Mouse: The Key to Delivering Disney Quality Service, teaches Walt Disney inspired customer service, leadership and presentation skills methods. Lenn saw those methods up close. He spent 25 years at Walt Disney World, starting in Epcot Operations, stage managing at Disney-MGM Studios, opening Disney's Animal Kingdom, writing training for Disney University and Disney Institute and leading training at Walt Disney Entertainment. He will inspire you to create your own magic. Give it a shake and watch that magic will take!