AUGUST 08

This leader isn’t content to just squeak by.

TEACHING THE MOUSE TO ROAR

Think the actions of one leader can’t make a difference? Think again. Dee Hansford, who headed Disney World’s employee-recognition program in the mid-’90s, was known to spontaneously appear throughout the park to give recognition. She would walk through the kitchen of a restaurant at the theme park and comment on how it sparkled and how Disney’s rating with the health board would go through the roof.

In that year, 1995, with no additional employees hired, cast members handled 15 percent more guests at the theme park, received no pay increases or bonuses and still increased their job satisfaction by 15 percentage points.

Guest satisfaction and “interest-to-return” survey scores also were “incredibly high.” Moreover, Disney’s annual report showed a 15 percent increase in revenues directly attributed to the theme park that year.

THE MORAL: 

Find the good in what your people are doing and good profits will find you!