Good news. Disney cast members will be returning to work soon as the Walt Disney World parks begin to slowly reopen. But how will they make decisions once back at work. Disney Parks uses a simple four-word Priorities filter that allows any cast member in any situation to take the right action, in real time, without a manager’s involvement. Leaders can then retrain, coach and discipline employees on the decisions they make so that employee customer service skills continually improve.

The four words of this filter, in prioritized order, are:

• Safety – Protecting everyone from needless danger and injury
• Courtesy – Being welcoming, respectful and kind to everyone
• Show – Creating an immersive environment, free from distractions, that communicates happiness
• Efficiency – Completing tasks with minimal waste, expense and effort2021.

UPDATE - INCLUSION WAS ADDED QS A FIFTH PRIORITY IN 2021.

All a cast member has to do, in any situation, is ask two questions:

Question One – Is this a safety, courtesy, show or efficiency issue?

Question Two – Which of the four priorities matter most at this moment?

For instance, consider the cast member in the snap above. She is standing outside a restaurant in Epcot’s Land pavilion. If, while showcasing pins to trade with guests, she spots a liquid spill on the ramp, she will ask herself if the problem is a safety, courtesy, show or efficiency issue. Deciding it is a safety issue, she will interrupt the conversation and focus on the spill. If instead of liquid she spots paper napkins that are not likely to trip someone, she will, knowing that courtesy comes before show, continue talking to her guests. Once the conversation is finished, she will attend to the trash. In this way, team members can make split second decisions.

The result is more timely, consistent and manageable customer service where employees immediately know how to respond.

How might this apply in your organization?

• Does your organization have operating priorities?
• If you do, are they the right ones?
• Are they really prioritized?
• Are they actionable for front line team members?
• Are they applied at all levels within the organization for decision-making, annual evaluations, rewards and recognition, mentoring, coaching and, when necessary, terminations?

It may seem like much of Disney’s success comes from how efficiently they run their operation. Efficiency is not the primary focus. Decisions are made within the context of safety, courtesy and show. The result is a unified, and efficient, customer experience and leaders do not need to be everywhere, overseeing everything, who can instead focus on their true role; supporting employees who make on-the-spot magic for their guests.