CX Goalkeeper with Francesca Tempestini - S1E4 is about Disney magic - the employee experience of a cast member during the first days at Disney
Francesca Tempestini Serie 1 - Episode 4 Are you smiling when you are speaking about your former employer? Francesca Tempestini continuously smiled during this smart discussion about her experience at Disney as a cast member. Francesca Tempestini is an Export Manager at FARAONE srl and NODO srl. She is an enthusiastic disseminator of Disney approach. Francesca is sharing following core principles, she learnt at Disney and she is still applying years after she left Disney:· Place people at the center of everything you are doing· Put the right attention to the human connections· Every interaction has a reason· It is “natural” to listen to people· Leverage your emotional connection The Disney Mission (source: https://thewaltdisneycompany.com/about)The mission of The Walt Disney Company is to entertain, inform and inspire people around the globe through the power of unparalleled storytelling, reflecting the iconic brands, creative minds and innovative technologies that make ours the world’s premier entertainment company. We discussed that this definition is:- All about PEOPLE- About moving emotions- This is a mission that every company could share! (not only in the entertainment business) Please remark that:- Guests is the definition of customers at Disney- Cast Members is the definition of employees at Disney Francesca shared her experiences during the first days at Disney with us: During the selection interview, she mentioned that she was not sure about where exactly to work, therefore she got the opportunity to start a training program, which had lasted for 15 months before she decided where she wanted to work. The first days were full of enthusiasm and she participated to the first training named “TRADITION”During this training, Disney make sure that all the relevant information as values, historical data and organizational cornerstones are properly shared. Francesca states, that this training is really important because it gives to the cast member a clear perspective on what to do, what are the expectations and to ensure that there is an aligned “FIT”. It’s very well known that cast member in the Disney parks have three main tasks.- Make the job you are hired for- Take care of the guests- Take the property clean These are “natural” values! if you are working for Disney or not, there are simple tasks that should keep in mind. Afterwards Francesca shares some interesting interactions with some guests- “The stroller story”- “How to keep bees busy in the Disney parks” With following learnings:- Pay attention to details and go the extra mile- Empower employees to completely fulfill their duties- Be passionate about what you are doing- Internal information sharing among cast members is a key success factor- It is not “because of Disney” - everywhere you can leverage the Disney approach- Take care of the guests (it is not about spending millions of dollars) At the end Francesca shared her GOLD NUGGET: - “Just keep swimming (Nemo)”