The Five Keys to Disney’s Success
You may not realize this, but all Disney Cast Members follow a rigid code of conduct.
Disney’s training handbook describes the aspects of this code of conduct as “guiding our approach to guest service for more than 65 years.”
Photo: Disney
These ideas evolve over time, though. In fact, Disney modernized its entire code of conduct in 2019.
Now, a set of specific rules provides the blueprint for Disney’s theme park excellence.
Disney
Here are the Five Keys to Disney’s success.
About the Five Keys
I was never fortunate enough to work as a Cast Member. So, I couldn’t possibly describe the Five Keys as well as Disney does.
According to the Disney Parks Blog:
Photo: Disney
“The (Five) Keys are one of the first things that cast members learn about when they join Disney Parks, Experiences and Products, and they are regularly reinforced throughout their tenure.
“Each cast member is asked to use The (Five) Keys as the blueprint for the decisions they make during the workday and the approach they bring to their interactions with others.
Photo: Disney
“Cast members around the world know them by heart and live by them in their roles every day as they create amazing experiences for our guests.”
In short, whenever you’ve interacted with a Cast Member at a Disney theme park, they employ at least one of those Five Keys.
Photo: Disney
Now, you may have noticed I did a slight bit of editing to that quote, and there’s a good reason for it.
As part of the 2019 changes I mentioned, Disney implemented a new Key in 2020.
Photo: Disney Parks Blog
So, Cast Members have one more guiding light to honor. Fortunately, it meshes perfectly with the others that came before it.
Now, you’re probably wondering what these Five Keys are and why they’ve fueled Disney’s status as one of the best companies ever.
Partner’s Statue at Magic Kingdom
Let’s discuss each of the Five Keys, and you may find you can employ them in your own life and career.
Safety
Let’s start with the one that impacts you the most as a theme park guest. You want to feel safe during your visit, right?
Sadly, that’s not the case at some theme parks. At an old gig, I used to report regularly on one brand of water parks.
Photo: Ken Potrock
Let’s just say I will never go there. And I wish I didn’t remember some of those stories.
Disney sits on the polar opposite end of the safety spectrum, with the most stringent operational requirements in theme park history.
Tiana’s Bayou Adventure
However, the average Cast Member cannot control the inner workings of a ride. Most of those safety measures are automated.
What Cast Members can do is protect you emotionally. You’re there to have a good time, after all.
Photo: Disney Parks Blog
So, Disney trains its staff in the best ways to improve a guest’s psychological well-being.
That’s right, folks! Those Pixie Dust-laden magical moments don’t happen by accident. They’re part of the handbook!
Photo: Disney Parks Blog
Okay, that’s a slight exaggeration. Spontaneity is a driving force in most Cast Member interactions, but Disney has provided guidelines.
Cast Members receive training in areas like conflict resolution, crowd control/monitoring, and crisis procedures.
Disney
That’s why Disney has proven so well-organized during crises like the 9/11 attack and Disneyland earthquakes.
Cast Members are always thinking of your safety as their utmost priority.
Courtesy
I’ve visited Disney theme parks more than 100 times. Throughout my appearances, I can recall only one instance of a Cast Member behaving discourteously.
Yes, the occasional viral video proves that it does happen. Remember this person interrupting a proposal?
These incidents always generate headlines because they’re so infrequent, and that’s by design.
The Courtesy Key is “based on the belief that guests should be treated like VIPs.
New EPCOT Costume
We also aspire to offer friendly, genuine hospitality; not just being polite, but providing service from the standpoint of the guests.”
The stated expectation is that Disney will provide excellent customer service to one and all.
Photo: Disney
So, Cast Members have an actual job requirement of treating every guest with kindness and respect.
During training, Cast Members learn to anticipate the behaviors of guests so that the courtesy occurs proactively as well.
Photo: Disney Parks Blog
Disney also expects its Cast Members to go above and beyond in every interaction, which is the kind of employee standard I wish all businesses would establish.
We’d live in a better world if more people received training in Courtesy.
Inclusion
Here’s the newest entry among Disney’s Keys. Cast Members must demonstrate Inclusion.
Here’s the official description for Inclusion: “Welcoming and respecting different viewpoints and people.”
Disney Parks Blog
“Placed at the heart of all the Keys, it is deeply connected to any of the other Four Keys.”
Disney introduced Inclusion to build a culture of diversity where everyone is treated equally.
Photo: Disney
That philosophy is imperative at the theme parks, as Disney appeals to people of all ethnicities and religions.
So, the company wants everyone to feel welcome, which has been the mission statement since day one. Remember this?
The most essential word in Walt Disney’s speech is “all.” Inclusion honors his legacy by ensuring all remain welcome to this day.
Show
I respect all Five Keys, but as an Imagineering superfan, Show is actually my favorite.
According to Disney, “Cast members are part of the show and should treat every day as opening day, approaching every task as part of a themed show, even when they are inspecting or cleaning the facilities.”
Photo: D23
In other words, when Cast Members are visible at Disney theme parks, the company expects them to entertain guests.
For lack of terminology, these workers stay in character the whole time. However, there’s more to the concept than just that.
(Disney)
Show impacts all the immersive storytelling you experience at the parks.
Anything you see, hear, or smell is a part of park planners meticulously honoring the Show Key.
Photo: Walt Disney Imagineering
So, that whiff of candy goodness on Main Street, U.S.A. was someone’s way of practicing Show. How great is that?!
Efficiency
Finally, we have the most business-y term of the bunch, Efficiency.
Don’t worry, though. It’s just Efficiency; there’s no “Ruthless” before it.
Disney
Instead, Disney’s training manuals suggest that “Focusing on safety, courtesy and the show will, along with teamwork, help us achieve greater efficiency.”
In other words, the other Keys tie together in a way that organically improves the overall Efficiency of park operations.
Disney
Disney theme parks must be completely user-friendly. Otherwise, guests won’t feel the magic and are unlikely to return anytime soon.
From a technical perspective, Efficiency comes into play in other capacities, which is a vital word in this discussion.
Cast Members
Previously, this Key was known as Capacity before Disney updated it to the more understandable Efficiency.
When you use a MagicBand or MagicMobile or a Lightning Lane, that’s Efficiency, too.
Photo: Disney Parks Blog
Disney has improved your customer experience by streamlining it.
The combination of these Five Keys has kept Disney at the top of the customer service food chain for generations now.
Cast Members
Having read their descriptions, you can easily understand why.
The Five Keys represent a thoughtful approach to employee training.
Cinderella Castle
And Efficiency demonstrates how well some of the ideas blend together to create an entirely unique Key.
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