Walt would wear old clothes and a straw farmer’s hat and tour the park incognito. The lengths he would go to improve it are something of legend: His obsession with the park stemmed from the fact that he saw it as a forever incomplete product which could always be improved. Walt was a similar stickler for the experiences at his park. This is a common trait among notable (and sometimes controversial) founders like Steve Jobs, who once famously called up Google’s Vic Gundotra on a Sunday to say that the second “o” in the Google iPhone app didn’t have the right yellow gradient. Part of Walt’s passion for processes is seen in his obsession with the details. Hey didn’t just want Disneyland to be better-he wanted it to be 100x better than anything available. Walt seemed to perfect these processes by observing each and every detail. Disney created Special Assistance passes and provided their cast with a wide variety of training so that they were able to identify and fulfill the needs of disabled guests without invasive questions.
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This allows guests to simply denote the time they arrived, and the tram drivers will know what location the guest parked in. Tram drivers now keep a simple list of what rows they work each morning, which is distributed to team members at the end of the day.