"Everyone expects [[Disney]] to regard entertainment work as theater. After all, they are in the entertainment business. They are trying to create an escape from reality. When guests enter the world of [[Disney]], they enter a make-believe world of fantasy and fun. But a hospital is about as real as life can get and as far from most people’s fantasy of fun as anyone can imagine. Here, where patients are hurting, sad, anxious, and depressed, entertainment is not what they are looking for. **Would [[Disney]] really define work as theater if they ran your hospital? Absolutely. And here’s why: [[Disney World]] is not a service; it’s an experience**. So are movies and plays. **Hospitalization is not a service either; it’s an experience**. [[Disney World]] provides a stage to facilitate the experience of fun. Hospitalization provides a stage to facilitate the experience of healing. For both Disney and hospitals, it is more accurate to describe their business as providing a transforming dramatic experience than delivering a service. **Not all drama is meant to be fun. But all successful drama is a transforming experience**." --- **Tags** -- [[quotes]], [[customer-experience]], [[law-firm-business]], [[client-service]], **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]