Creating Disney Magic: Lessons In Leadership, Management, And Customer Service

When I was at Disney, cast member surveys brought to my attention some perceived me as playing favorites. It was like a gut punch to get the information. But you know what? They were right. When I reflected on the feedback, I realized I did Immediately, I change my behavior. I sat next to different people. I sought out different opinions.  Over the next couple of years, my scores improved.  The key to employee surveys is to change your behavior to change the ratings.  Don't get defensive. If you do, employees will never tell you anything again.  The purpose of feedback is for you to get better.  Employees and customers know everything you need to know to get better.  As a leader, your job is to give your team the resources and support to take care of the customer. It is not about you. It is about your team.  If you want more accurate employee surveys, follow these guidelines.  Don't ask for feedback unless you want the truth. If you just want employees to tell you that you are doing a great job, you are doing