The power of training

I was in Disneyland and DisneySea Tokyo 2 weeks ago. Despite the monster queues, we had a whale of a time (forgive the pun comparing whales and monsters)

One might think that Disneyland pays a premium for extra courteous and friendly employees. In fact, employees are hired from the same pool as every other organization and paid the going rate. The not-so-secret method by which ordinary people are transformed into Disney employees is found in the way they are trained.

A veteran Disney Institute facilitator went so far as to say "WE don't put people in Disney. We put Disney in people."