"In [[Jim Collins]] book, Built to Last, he quotes [[Walt Disney]] on casting for a role instead of a job. "The first year I leased out the parking concession, brought in the usual security guards-things like that. But I soon realized my mistake. I couldn’t have outside help and still get over my idea of hospitality. So now **we recruit and train every one of our employees. I tell the security officers, for instance, that they are never to consider themselves cops. They are there to help people**." --- **Tags** -- [[quotes]], [[customer-experience]], [[organisational-culture]], [[recruitment]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]