Over the years, the work of Disney’s Imagineers has left an indelible mark on popular culture. They have created some of the most iconic and beloved attractions in the world, from the original Disneyland in California to the sprawling Walt Disney World Resort in Florida, and beyond to the parks in Paris, Tokyo, Hong Kong, and Shanghai. Each of these destinations is a testament to the power of imagination and the skill of the Imagineers who brought them to life.
But Imagineering is not just about creating theme parks; it’s about crafting experiences that resonate with people on a deep, emotional level. Whether it’s the thrill of a roller coaster, the excitement of a dark ride, or the simple joy of walking down Main Street, U.S.A., every element of a Disney park is designed to evoke a sense of wonder and delight. This is the true magic of Imagineering—the ability to take dreams and make them real, in ways that touch the hearts and minds of people all around the world.
And that is exactly what great teachers, businesses, and leaders do as well. Every day, in classrooms, offices, and meeting rooms around the world, people are striving to make meaningful connections, to touch the hearts and minds of those they serve, and to empower them to turn their dreams into reality. At first glance, the roles of Imagineers and educators, or business leaders, may seem worlds apart—one group crafting magical experiences in theme parks, the other shaping minds and building relationships in schools or with clients. However, a closer look reveals a striking parallel between these professions. In fact, you may be closer to being an Imagineer than you think!
Take, for instance, the core purpose behind Imagineering, its driving force and fundamental reason to exist. According to legendary Imagineer John Hench, that foundational purpose is rooted in serving the guests. In his book Designing Disney: Imagineering and the Art of the Show, Hench explains, “Liking the guest is the key to everything we do.” He goes on to describe how Walt Disney had a genuine concern for his guests, always prioritizing their experience, taking their interests to heart, even when others might have dismissed it as unimportant.
Walt himself often disguised his appearance, tousling his hair and donning sunglasses, in order to walk through Disneyland unnoticed. He quietly mingled with guests, stood in line with them, and listened to their conversations, gathering invaluable insights that he would take back and share with his team of Imagineers to improve the products and experiences they were providing. To truly understand the guests, Imagineers know that they must step into their shoes and see the world from their perspective. That’s exactly what Walt was doing—walking through the park and experiencing it as a guest.
For Imagineers, it’s not just the rides that are important. The design considerations for the parks must go beyond the attractions themselves to the service and operations staff, transportation, restaurants, restrooms, and even the design of trash cans. All need to be thoughtfully designed to create an incredibly rich experience. Imagineers understand that, even with their wealth of knowledge and vast experience, the guests themselves can teach them so much more than they would know on their own. So, at the heart of it all, Imagineering is really about serving the guests with excellence.
Now, think about that for a moment. How might we, as educators, business leaders, or service providers, demonstrate this same concept of "liking the guest" when it comes to our students, customers, or clients? How much time do we spend seeking to fully understand them, to learn about their backgrounds and their point of view, in order to better meet their needs? What actions can we take to begin or strengthen this process?
When I was a classroom teacher, I always sought to get to know my students as much as possible. Of course, it’s essential to identify our students’ academic strengths and weaknesses, but I’m talking about getting to know who they are beyond simply being a student. The more you know about a child’s background, the better prepared you are to help meet their needs. I would ask questions about their family, pets, friends, dreams for the future, and their interests outside of school. I always looked for opportunities to connect. If I saw a student who was drawing, I’d encourage them to use that talent and often ask them to illustrate or create something related to what we were learning in class, incorporating it into my lessons whenever I could.
And if I had students who were athletes at our school, I would frequently go to their games and let them know, “Hey, you may not have seen me, but I was at the game last Friday, and you did a great job. Tough game, though. I can tell you guys played your hearts out, and I was impressed with that catch you made!” I never had a student not light up, even just a little, when they realized that I genuinely cared about them and their success enough to encourage them in areas of life that they cared about beyond the classroom walls. Over more than 30 years in education, I’ve discovered that the old saying is true: “No one cares how much you know until they know how much you care.”
Demonstrating interest in students, clients, or customers as the unique individuals they are goes a long way toward building a relationship of trust. You’ll find that, once that trust is built, they will begin to open up more, listen more, and engage more with what you’re offering. No significant learning, loyalty, or connection can occur without the establishment of a significant relationship.
In Imagineering terms, this is a powerful example of “liking the guest”—serving them in such a way that they feel safe, seen, heard, and appreciated. Whether they’re guests at a theme park or customers of any business, the more appreciated people feel, the more exceptional the service they receive, the more loyal and dedicated they will become to that organization. The same applies to any student in any school. Regardless of who they are, if we treat others as we would like to be treated, if we serve others as we would like to be served, then we move beyond simply “liking the guest” and move closer to demonstrating care and compassion. And what student, customer, or client wouldn’t want that?
So, how do you plan on “liking the guest” this year, whether those guests are your students, customers, friends, or family? What can you do to help them feel seen, appreciated, and cared for? If you’d like help in this area, just reach out, we’d be happy to help.
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