“On a wall backstage at one of [[Disney]]’s resorts, I saw a large sign with a list of value statements for cast members that could be read all the way down the hall. The statement that surprised me said: **“You are always right when satisfying a guest.” If you come late or miss a meeting because you’re trying to serve a guest, you’re exonerated. If you decide to buy something from the gift shop to placate an upset guest, you are not going to be reprimanded for spending too much**. A value statement like this clearly empowers people to say Yes to a guest’s request instead of passing the decision up the line to a supervisor. And it’s on the wall backstage for all employees to read day in and day out.” --- **Tags** -- [[quotes]], [[customer-experience]], [[client-service]], [[law-firm-business]], [[organisational-values]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]