During Spring Break my family traveled to Orlando to play at Disney World. I have always been amazed at the extremely high level of customer service at “The Happiest Place on Earth.” The employees, or “Cast Members,” always seem to be working towards providing magical moments for all the guests. This level of consistent service is simply amazing and it is only possible with strong support from the top. It was on an Easter day visit to Downtown Disney that I discovered one particular way in which leadership fosters the staff’s ability to create magical moments. Inside of Goofy’s Candy Co. you will find a large sign that is out in the open that reads “Before Going on Duty.” The list includes ten rules from Goofy to be an effective employee at his shop. There are two rules that stood out to me – Rule #5. Goofy is as Goofy does. and Rule #10. Garwsh! Have a Goofy day. At that moment I realized that I needed a cartoon dog to remind me that not only do I need to have fun at work, but I also need to demonstrate to my staff that everyone wins when work is fun and meaningful! If I am having fun on the job as a leader and simultaneously providing magical service to internal and external customers, I am advancing the idea that both are possible. Consequently our patrons will receive a high level of service because staff work at a happy place. We all crave the “candy” which is happiness on the job, but to work in the “Happiest Library on Earth” leaders must pass out he sweets and enjoy a few for themselves.
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