I heard a new term tonight, "aggressively friendly". It seems our local hospital is taking the Disney approach to quality health care and going out of their way to be friendly.
I have been visiting friends in the hospital the last few days and have noticed that the staff seem on the alert for ways to make you comfortable.
The Disney institute is spreading the magic with seminars and showing the health and hospitality industry how to be more hospitable, "Be our guest! Be our guest! Put our service to the test." Their 4 elements of good service would improve nearly any organization.
Quoting an interview on Line Zine " One example is our program called Take Five in which cast members take five minutes out of their day to proactively do something special for a guest. We call it being aggressively friendly. Our cast members look for opportunities for magic moments—those little things that happen for guests that are utter surprises. For example, a housekeeper in one of our resort hotels discovered that a guest was not feeling well so she took the time to get chicken soup from a resort restaurant and bring it back to the guest.
As Mickey would say, "That sure is swell!"
3 comments:
my nephew works for the disney company in Orlando. He says in any area of the company that they have this philosophy.
I guess that is why it is the "happiest place in the world"
Well, it works. I have fantastic memories of Disneyland and highly reccomend it to kids of any age.
I dunno, while the results might be terrific, "aggressively friendly" sounds too much like a greasy car saleman for my comfort. :P
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