I hope you like ketchup. This family-who kindly allowed me to take their snap-got plenty of it at the Whispering Canyon at the Wilderness Lodge. It's one of Walt Disney World's fun "Performance Themeing" locations. The joke is that there is nothing whispering about the place. Its theme is an old wild west town with wacky town people serving trail-inspired comfort food. It's loud and raucous. Performance Themeing servers throw straws and napkins at guests, lead stick pony races around the restaurant and whoop and holler all day long.

Because it's a smoke house, ketchup is frowned on. If you ask for ketchup, they will give you every bottle they have. But better use it quickly. As soon as another table wants the stuff, you'll hear the servers shout, "Ketchup? Ketchup?! WHO'S GOT THE KETCHUP???" And because they're hollering at you, you must bring all your bottles to the requesting table.

It's very, very funny. It's also an example of how employees can, when they don't feel threatened by leadership, perform a role in the show and even devise their individual personalities within that theme, You couldn't write this up and make them do it. It had to develop organically from the simple theme of a wacky western town.

What about you and your organization? Do your locations have a theme? Do your employees know what that theme is? Do you help them perform their role within that theme? If not, you're missing an opportunity to deliver fun INTERACTIONS with your customers.