One of the Keys to Disney's customer service success is communication between leaders and cast. Disney cast members want to know what is going on, how they can help, and that their observations are being heard. Communication at Walt Disney World is, consequentially, a continual INTERACTIONS focus.

One long-standing Disney communication tool is showcased in the picture above: the track talk. It's that moment right before the gates at Epcot open and the front entrance team meets for their daily briefing.

Track talks—so named because they first took place at ride load areas—are a chance for leaders and cast to exchange vital info1. rmation. Although it is not possible to know exactly what was said on the day this photo was taken, the discussion likely focused on four content areas.

1. Service - The latest guest communication, positive or negative, and how either positive or negative can be improved for the next time
2. Recognition - Honoring the employee who got the positive praise and celebrating cast member anniversaries and other special occasions
3. Logistics - How busy the park will be, what the weather forecast is, celebrities who might be attending, specific problems to watch and prepare for and, given that this was a front entrance team track talk, issues specific to tickets and turnstiles.
4. Pixie-dust - A reminder that the goal is making happy by delivering the most magical vacation experience possible and a caution to be safe as the cast members are sent to their posts for another magical day.

Although track talks are not the only team communication tool, they are a vital way to share information and set the whole team up for success.

Do you use a similar communication vehicle at your location. Or, if it is opening time, do you just tell someone to unlock the door? And, if you do conduct a pre-opening meeting, do  team members who arrive later in the day also receive this information? It's a perfect opportunity for some manager-employee face time communication. And it may even stop a preventable problem from escalating into a difficult situation.