Thursday Apr 13, 2023
Pete’s Points Flash Briefing Episode 794 - Great Lead Strat #3 - Cast Member Knowledge - Satisfy and Exceed Cust. Exp.
All this week, Pete Blank breaks down Disney's Great Leader Strategy #3, which is "Make sure Cast Members are Knowledgeable about their Roles." This means that Disney leaders and managers have a responsibility to not only confirm employee knowledge, but also teach and train when necessary. This week's five tips that fall under this strategy include:
- proactively walks and assess your area
- make sure employees know WHERE and HOW to spend their time
- have a clearly defined process for keeping employees up-to-date on all needed information
- how to satisfy/exceed customer expectations
- management should be actively involved
Version: 20240320
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