In Enchantment: The Art of Changing Hearts, Minds and Actions author Guy Kawasaki tells a story about halfway through the book about  a couple that go to Disneyworld for their honeymoon.  Unfortunately, while staying at a non-Disney property, a member of the hotel staff tried to break into the newlywed’s room. The next morning they told the story to the hotel’s management and their response was “You should have dead bolted the door.” 

That evening, the shaken couple had dinner at a restaurant in the Animal Kingdom Lodge at Disneyworld.  While waiting for a table, the two told the restaurant manager what had happened.   Alarmed by what she had heard, the manager asked for the couple if they could wait a minute and then scurried off.  When she returned, the manager instructed them to cancel their room at the other hotel…Disney would match the rate at the Animal Kingdom Lodge.  According to the couple, this one restaurant manager made their honeymoon!

Are your employees empowered to enchant like Disney’s?  If no, why not start now…and reading Guy’s book is a good first move.



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