I had a chance to hear Bill Capodagli give the closing key note at a conference and subsequently read his book, The Disney Way. He managed 35k people, if I reca

I had a chance to hear Bill Capodagli give the closing key note at a conference and subsequently read his book, The Disney Way. He managed 35k people, if I recall, and considered his competition to be Europe, not Six Flags or some other amusement park, as Disney World is branded a global destination. He stressed the importance of everyone partaking in the customer service role in the company (keeping the magic) emphasizing that the best marketing plans can be instantly derailed by a customer coming through the gates to a dirty bathroom stall. I guess you want your customers to be able to go back home and say "I had a great time PERIOD," versus, "We had a great time, but..."