What makes Disney so magical? (and what leaders can learn from it)

The stories guests and customers tell aren’t because of the nightly fireworks, Cinderella’s castle, lakes of dreams, chandelier bars, state-of-the-art workout equipment, or the dazzling presentations to Wall Street. 

Instead, guests vote with their feet, their wallets, and their Instagram accounts because of the emotional connections sparked and reignited. 

It’s all about how people made them feel.  This is how to practice hospitality. It’s also how we should lead.

When leaders realize, it’s not about us, but it has and will always be about loving, serving, and leading others, magic fills the air. 

I’ve seen it. You’ve seen it. We’ve also felt it. And, we usually feel it, just after we notice someone practicing genuine, authentic hospitality in how they lead. 

These moments, though few and far between, aren’t the result of what anyone says or does, but how they make us feel.

Bad days morph into good days for everyone involved. Even if it doesn’t happen initially, the tide will eventually turn. Corporate culture changes for the better when positivity replaces negativity, meaningful conversations replace gossip, encouragement replaces finger-pointing, and inspired action replaces complacency. 

Results have a funny way of working themselves out over time when you lead with hospitality. As relationships are fostered, trust is built. When people feel welcome, comfortable, and important, congratulations in advance, for making both money and meaning at the same time.

-Love people, early and often.

-Serve people in as many ways as possible.

-Lead people every day. 

-Lead with your words, but most importantly with your actions. 

When you lead, lead with hospitality. 

Make them feel welcome, comfortable, and important.  In the words of Maya Angelou:

“People won’t remember what you said or did, but they will remember   how you made them feel.”