Disney guests expect cast members to know everything: the time of every fireworks show, the wait at each attraction, the best food locations for specific allergies, the transportation options and schedule, and a multitude of other details. It's overwhelming … especially for a new person!

That's one of the reasons the trainee snapped above, "Samantha," is wearing a red ribbon that says, "Earning My Ears". It communicates a simple message, "Hey, I don't know everything yet. Go easy on me." And guests do. It's a small process detail but it places the delivery of the offering in CONTEXT so no one expects too much from Samantha. And, just in case a guest does demand more than Samantha can deliver, trainer "Joe" is right at her side.

What about your organization? Do you find subtle ways to help your new employees acclimate to your guests demands? Or, do you just throw your new employees into the deep end? Do your guests, not knowing who is new and who is experienced, experience inconsistent levels of service? As Dr. Phil would say, "How's that working for you?"