Disney Sells Happiness
New employees at Disneyland go through Q&A-style training led by seasoned "instructors," and through these sessions, Disney's foundational ideology is continuously instilled.
Instructor: What business are we in? Everyone knows McDonald's makes hamburgers. But what do you think Disney makes?
New employee: We create happiness for people.
Instructor: Yes, exactly right. Disney sells happiness to people. Whoever they are, whatever language they speak, whatever they do, wherever they're from, whatever their skin color -- none of that matters.
We work to make people happy. No one was hired for a job. We were all cast in roles for the show. (p. 173)
From "Built to Last: Successful Habits of Visionary Companies" by Jim Collins & Jerry Porras, translated by Wharton Forum (Kimyoungsa)
Disney's employees work believing they are creating "happiness" for their customers. What are you providing for your customers and the people around you?
"We fly people, not planes."
This was said by Jan Carlzon, former president of Scandinavian Airlines.
What do Korean Air or Asiana Airlines do? Are they companies that fly airplanes? No.
Airlines are not companies that drive planes from Incheon Airport to San Francisco Airport. They are companies that safely and comfortably transport customers (people) to where they want to go.
