TAMIO TALKS 2015

1.How clean everything is

2.How efficiently things run

3.How they take care of me

there

4.The excellent customer

service

5.How they make me feel

special

6.Hanging out with

celebrities

7.Oh, yeah, Space

Mountain

Getting Your Mouse On

TAMIO TALKS 2015

Transportation issues

Waste management

Landscaping public areas

Public safety

Human Resources

Public Works

Getting Your Mouse On

TAMIO TALKS 2015Getting Your Mouse On

STORYIs the story your organization tells by design or by

default?What story are you telling? And

how?We judge ourselves based on our intentions, but

we judge each other based on observable behaviors

TAMIO TALKS 2015Getting Your Mouse On

STORY: SPOKEN NARRATIVE

• Skiing• Next in line• Blue shirts• Is the customer/guest/citizen better

off for their interaction with you? If not, why not?

TAMIO TALKS 2015Getting Your Mouse On

STORY: PICTURES / STILL OR VIDEO

TAMIO TALKS 2015Getting Your Mouse On

STORY: WHAT TIME IS THE 3’OCLOCK PARADE?

1. Is this City Hall?2. What is the phone number to City Hall

(caller)?3. Can I get married/divorced here?4. What do I do with a dead body?5. Can we turn on their hot water?6. What’s the emergency number to the

police?

TAMIO TALKS 2015Getting Your Mouse On

STORY: WHAT’S YOURS?

• What is the story of your organization?• Is it by design or default?• Does your story as a leader inspire

compliance or commitment?• As a result – do your people feel their work is

just a job or a career?

TAMIO TALKS 2015Getting Your Mouse On

TAMIO TALKS 2015Getting Your Mouse On

STORY: ONSTAGE / BACKSTAGE

Onstage –

Backstage –

Show Ready –

That part of the operation open to view by the general public.

Areas typically not open to the public.

Ready for work. Ready to be seen by the public. Ready to interact with the public.

TAMIO TALKS 2015Getting Your Mouse On

TAMIO TALKS 2015Getting Your Mouse On

STORY: LITTLE WOWS ADD UP• $29 Chicken Fingers• Lost & Found

1. Wow through know how2. Flair through care3. Take notice, take action

TAMIO TALKS 2015Getting Your Mouse On

STORY: FROM THE SOURCE

“Whatever we accomplish is due to the combined effort. The organization must be with you or you don’t get it done … in my organization there is respect for every individual, and we all have a keen respect for the public.”

~ Walt Disney

READING LISTBE OUR GUEST Disney Institute

LESSONS FROM THE MOUSE Dennis Snow

INSIDE THE MAGIC KINGDOM Tom Connellan

CREATING MAGIC Lee Cockerell

THE IMAGINEERING WAY The Imagineers

Tom Brysontom.bryson@farmersbranchtx.

gov 972 . 919 . 2511