Yesterday we covered the six times in a weekend service that you should strategically plan to address your guests. But what about times when you should strategically plan not to talk to them? Any time you would...
We like what we know. Whether it’s our favorite lunch spot or trusted vacation destination or a go-to pair of shoes, we’re fans of the familiar. And familiar is okay, as long as we remember...
Here on the ol’ blog, I talk a lot about the mechanics of hospitality: systems, structures, and staffing that takes a biblical virtue and puts it together on an institutional level. But perhaps more important...
When you serve as a volunteer in the church world, dysfunction is a part of the job. It’s not 24-7 sunshine and daisies, people don’t always rise up to call you blessed, And chipmunks don’t...
Finally, people. This is the last in a series of blog posts. You can catch up here. Today we’re cranking out a two-fer. That’s right: two Disney principles in one post, which is exactly what...
Polish your people. If there was one letdown of the Disney experience, it was this: not everybody who works there believes it is the happiest place on earth. It wasn’t like that on past trips....
Don’t start here. Back that mouse up. For a long time now, I’ve been telling you that details matter. It matters that your facility is clean. It matters that there’s toilet paper on the roll....
Where there’s a three, there’s a one and two. Catch up there first. For the rest of our lives, when we look back on Disney 2010, we’ll remember Rafael. Rafael is a waiter at Whispering...
It’s a series, yo. Start here. Walt Disney envisioned that his theme parks would represent a grander “show,” a living movie, if you can imagine that. As such, you are not just walking into a...
I just returned from the Happiest Place on Earth. I’m referring, of course, to Walt Disney World, home of Orlando, Florida. Or something like that. I’ve long said that as the First Impressions Guy at the...
