Yes, it is true, Mickey Mouse is a member of the Teamsters union. Although Florida is a right to work state (employees do no have to join a union), many unions exist. Disney has a good working relationship with its unions. We used to joke, in fact, that negotiations took place on the golf course.

I snapped photo above at the end of Walt Disney World’s best show: Festival of the Lion King. You wouldn’t know it by looking at the snap, but several unions have to work together to make this show happen. The character performer (Timon) is a Teamster. Other character performers—puppeteers, dancers, stilt walkers—are character performers too, but receive a pay upgrade for performing their enhanced role. The singers are members of Actor’s Equity. The technician pulling the rope to keep the bird performer in the air is a member of IATSE (International Alliance of Theatrical Stage Employees), as are the lighting, audio and prop technicians.

Disney has the tricky task of putting on a show while living within the contract for each different group. Some unions allow work by the hour, others by a specific number of shows. Scheduling could be a nightmare, but Disney has been at this game so long that they have it all figured out. Equity, for instance, limits the number of shows its members can perform. The singers do four or five shows and are then free to leave. Conversely, character performers are paid by the hour. While the Equity cast is heading towards their cars, the character performers must continue by performing on set or in a parade: not very fair, but all very correctly union contract driven. In an additional oddity, character performers dancing on the floor cannot step onto the stage without being a member of Equity. The chorography keeps them off that stage.

To Disney, it’s process, relentlessly focused on and delivered by the book. To the guests, it’s magic delivered with a smile. Imagine if, instead, Timon pulling his head off and told the audience how hot she is in that costume.

This kind of negative reveal happens all the time in the real world. Think about the restaurant where the server informs you emphatically that she has a table of 40 and won’t be able to serve you as well as you would like. Or, sharing that the food is slow in coming from the kitchen because the “cook” called in. Or, when the server tells you the manager screwed up and gave you the wrong menus.

That’s internal stuff that shouldn’t be shared with the customer. No one cares. People just want the service promised them. And really, is that too much to ask for?

What about your people? Do they let their “process” slip? Do they share more than they should with your customers? If so, they are likely hurting the image of your business. Perhaps you should retrain them. Or, coach them. Or, if nothing else, share this article with them.