Have you ever been asked: "What time is the 3 o'clock meeting?"
You're thinking: "This guy is on something; or he's texting while talking!"
We here in the backyard of the seemingly larger-than-life Walt Disney World* pay some attention to the management paradigms coming out of our corporate neighbor.
And, so the Disney response to that question is instructive, as given in this blog post from the Disney Institute, which I sum up as:
'Any interaction provides an opportunity to add value and improve quality of communications'
“What time is the 3 o’clock parade?” On any given day in the Magic Kingdom at Walt Disney World Resort, you might hear Guests asking our Cast Members this seemingly peculiar question. And, while the question appears to have an obvious answer, we also know that frequently the true question lies beyond the obvious.
As our Guests are often excited and distracted ..... So, Cast Members will ask some additional questions to uncover what it is that the Guest really wants to know…such as, “What time will the parade get to me?” “When should I start waiting to get a good viewing spot?” and “Where is the best place to stand?”
Instead of simply repeating the obvious answer—the actual parade start time—back to the Guest, our Cast Members take this opportunity to .... share with the Guest what time the parade will pass by certain locations in the park, offer possible vantage points to view the parade or advise when to leave another area and still arrive at the parade on time.
This is important, because rather than dismissing the “3 o’clock parade?” question as something trivial and offering a blunt response, Cast Members understand that it offers the opportunity to exceed the Guests’ expectations ......
.... the “3 o’clock parade” question is commonly used to help Cast Members understand that their answer can either end the conversation, or it can begin a quest for richer discovery.
*Did I mention:7 parks, 29 hotels on property, 40,000 acres, and tens of thousands of "cast members
And, I am an un-paid volunteer for Disney Sports Attractions
Read in the library at Square Peg Consulting about these books I've written
Buy them at any online book retailer!
Read my contribution to the Flashblog