If Disney Ran Your Home Care Company

Louis Feuer, MA, MSWwww.MEDCOMMENTCENTER.COM

954.838.7504GAMES 2013

www.DynamicSeminars.com

Disney, the Man

• Walter Elias Disney has been called the most significant figure in graphic arts since Leonardo DaVinci.

• He has received 48 Academy Awards.• Sold his first sketches to neighbors in Maceline Missouri.• He was rejected for military service in 1918 since he was

only 16, so he joined the Red Cross where he drove an ambulance which he filled with his drawings.

• He moved to Hollywood with a few drawings, an animated film and $250.

• With his two brothers they began a production company in the rear of a Hollywood real estate office.

Disney, The Man

• He married one of his first employees Lillian Rounds – had two daughters. His son-in-law became president of the company.

• Mickey Mouse was created in 1928. First appearing in a silent film named Plane Crazy.

• In 1965 in turned his attention toward the problem of improving the quality of life of urban living – and so came the vision of EPCOT.

• He purchased 43 acres of land in the center of FL.• After 7 years of planning, 52 months of actual construction

Disney World opened 1971, • EPCOT in 1982.

Disney, The Man

• Walt Disney is a legend and a folk hero of the 20th century.

• His ideas were based upon what he now represents: imagination, optimism and self-made success.

• He has touched the hearts, minds and emotions of millions all over the world. Probably more than any other American.

• He has brought joy and happiness to people the world over.

He Said

• My business is about making people, especially children, happy.

• Of all the things I have done, the most valuable is coordinating the talents of those who work for us and pointing them toward a certain goal.

• You don’t build it for yourself. You know what people want and you build it for them.

• No matter what the provocation, I never fire a man who is honestly trying to deliver a job.

Dream Believe

Dare Do

The Guide Posts for the Disney Organization for Over 80

years.

The Disney Culture

• Developing a strong culture.• Understanding that the customer wants the

best experience ever.• Instilling in employees the thought that

everyone is responsible for becoming a team player.

Disney came to a problem from a different mental perspective and gave them names.

• The Dreamer represents unrestrained creativity.• The Realist is pragmatic and practical and checks by

wondering how in practice we could make this work.• The Spoiler checks by wondering, if there something

wrong with this. What is wrong with this?• The Dreamer never stands still and is always

exploring and experimenting. Disney was never satisfied with his work and never wanted to be an imitation.

Creating the Complete Experience

• Everyone regardless of their department needs to know that everyone is on stage.

• Disney creates a “whole new world.”• A sense of security – from office décor, to dress

and marketing materials.• Think about what role you play in the

customer’s life.• Create an experience that invites the customer

to come back!

Leadership Excellence

Cast Excellence

Guest Satisfaction

The Disney Business Model

All resulting in greater financial rewards.

Creating the Disney Experience at Your Home Care Company

• Hire the person for who they are - and not for what they can or may become.

• Set standards.• Educate all of your staff about who are the

customers and what they expect.• Make sure everyone is well trained.

Storyboarding Conceived by Disney

• Outlines the mission statement.• Analyzes the barriers.• Breaks situations down into smaller,

manageable parts and focuses the group on specific aspects of the problem.

Scripting in Your Home Care Company

• Scripting for answering the telephone.• Scripting for giving directions to your store

and where to park.• Scripting an oxygen set up.• Scripting the greeting when someone comes

into the store.• Scripting the message when the delivery

technician leaves someone’s home.

Disney was insistent that staff be able to understand

the wishes and need of his guests.

Disney insisted on sharing the spotlight with other companies.

Made his vendors and partners feel important. Created a reception area for vendors to have coffee.

Educated staff to treat vendors as customers.

Employees are trained on the Disney traditions with a full day program about the history of the organization.

Disney believed in the principle of all for one and one for all.

If there is trash to be picked up – get it done!

What is the Disney Product?

We create happiness.

What are the Disney Keys to Quality?

Courtesy, Efficiency and Show

Customer Service The Disney Way

• The “show business” factor.• Stressing the importance of always putting on

a good show for your guests.• You may need to become customer centric

producers of your own “shows.”• Disney reminds us that, “You don’t build a

product for yourself. You need to know what people want and then build it for them.”

Disney and Human Resource Management

• Here is a list of the activities a Disney cast member cannot do while “on stage”:– Eat– Drink– Smoke– Sleep – Sit down– Chew gum– Lean against a walk or railing– Fold his or her arms

When You Hire

• First look within the organization.

• Hire the best person.

• Empower your staff.

• Prepare for a 90 day trial period.

Disney’s Goals are Simpleand Must be Yours as Well

• Create an intent to recommend.• Create an intent to return.• Define for all employees your “uncompromising

principles.”• Attitude trumps aptitude.• Disney has every manager meet with each staff member

once per month.• Never apologize for high fees.• The next great idea can come from anywhere, so listen

to your guests and everyone in the organization.

Walt Disney’s Comments Keep us Thinking

• If you can dream it, you can do it.• I hope we do not lose sight of one thing, it was

all started by a mouse.• To all who come to this happy place, welcome,

Disney is your land.• Disney will never be completed as long as there

is imagination left in the world.• You don’t work for a dollar, you work to create

and have fun.

“Make sure your home care company (amusement park) is not just another (park) home care company, - make it unique and keep it that way.

You don’t work for a dollar – you work to create and have fun.”

”And may you bring the best of Disney to your home care company.” Louis

To Reach a Close Friend of the Mouse

• Louis at Louis@DynamicSeminars.com• www.MEDCOMMENTCENTER.com• 954.838.7504• info@medcommentcenter.com