Mickey Mouse Operations
Laura Mazzuca Toops' blog “Tips on Agency Management from the Magic Kingdom” (propertycasualty360.com, April 26) is right on the mark. As an ex-Disney employee of the Magic Kingdom College Program (1982), I learned these same principles. During the week we attended management classes for 1 day, then worked 4 to 5 days in our assigned areas. At that time I was a Jungle Cruise Skipper—Walt's favorite attraction. Walt Disney took the customer service approach that “every day is opening day,” and that makes Disney World and Disneyland a strong business model for everyone in a service industry. Thanks again for the great article and bringing back some memories.
Jonathan Drabek
Jacksonville, Fla.
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