"Personally I like [[Walt Disney]]’s approach to script writing. **Hospital units or departments should brainstorm each moment of truth with three columns: What We Do, what the guest needs to know and feel, and What We Say to engage our guests in a memorable way**." --- **Tags** -- [[quotes]], [[customer-experience]], [[client-service]], [[law-firm-business]], [[organisational-culture]], [[systems-thinking]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]