Setting.
The following excerpt is from the book Be Our Guest (Perfecting The Art of Customer Service) by Ted Kinni / The Disney Institute:
The simple fact is that everything, animate and inanimate, speaks to customers. Not only does everything speak, it also acts upon customers. The messages delivered by setting change customer’s perceptions about the products and services that we sell. As R. Buckminster Fuller, one of the most original thinkers and inventors of the twentieth century and the creator of the geodesic dome on which the 180 foot tall Spaceship Earth at Epcot is based, aplyt said,
“You can’t change people. But if you change the environment that the people are in, they will change.”
As a former Disney Cast Member, I am convinced that messages rarely change people. Settings do.
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Category: Creative Leadership
