“Disneyland is a work of love. We didn’t go into Disneyland just with the idea of making money.”
“Everybody thinks that the Park is a gold mine – but we have had our problems. You’ve got to work it and know how to handle it. Even trying to keep that Park clean is a tremendous expense. And those sharp pencil guys will tell you, ‘Walt, if we cut down on maintenance, we’d save a lot of money.’ But I don’t believe in that – it’s like any other show on the road; it must be kept clean and fresh.”
“To try to keep an operation like Disneyland going you have to pour it in there. It’s what I call ‘Keeping the show on the road.’ Not just new attractions, but keeping it staffed properly… you know, never letting your personnel get sloppy… never let them be unfriendly. That’s been our policy all or lives. My brother and I have done that and that is what has built our organization.”
“Well, I think by this time my staff, my young group of executives, and everything else, are convinced that Walt is right. That quality will out. And so I think they’re going to stay with that policy because it’s proved that it’s a good business policy. Give the people everything you can give them. Keep the place as clean as you can keep it. Keep it friendly, you know. Make it a real fun place to be. I think they’re convinced and I think they’ll hang on after… as you say… well… after Disney.”
Walt's brother Roy Disney was the businessman in their partnership. Walt spent most of their career convincing his brother he wasn't crazy. But Walt kept repeating: Quality. Quality at the expense of short-term profit. Go the extra mile. Win brand loyalty with visible generosity and meticulously detailed labor of love. In the end, Roy knew Walt was right. After Walt died, Roy insisted they name their new resort complex in Florida not just "Disney World" as the one in California had been named "Disney Land". He insisted it be named "Walt Disney World" and so it is WDW to this day.“Everybody thinks that the Park is a gold mine – but we have had our problems. You’ve got to work it and know how to handle it. Even trying to keep that Park clean is a tremendous expense. And those sharp pencil guys will tell you, ‘Walt, if we cut down on maintenance, we’d save a lot of money.’ But I don’t believe in that – it’s like any other show on the road; it must be kept clean and fresh.”
“To try to keep an operation like Disneyland going you have to pour it in there. It’s what I call ‘Keeping the show on the road.’ Not just new attractions, but keeping it staffed properly… you know, never letting your personnel get sloppy… never let them be unfriendly. That’s been our policy all or lives. My brother and I have done that and that is what has built our organization.”
“Well, I think by this time my staff, my young group of executives, and everything else, are convinced that Walt is right. That quality will out. And so I think they’re going to stay with that policy because it’s proved that it’s a good business policy. Give the people everything you can give them. Keep the place as clean as you can keep it. Keep it friendly, you know. Make it a real fun place to be. I think they’re convinced and I think they’ll hang on after… as you say… well… after Disney.”
Have you ever been to the Fort Wilderness campground in Walt Disney World? It's the only place I've ever seen clean dirt. Have you any idea how much that staffing costs? Neither do I, but I know it's an insanely high figure.
When they asked Walt for a sequel to his animated features, he said no, because they had already made that film and there was no more story to tell there. The current Disney establishment who is producing slipshod direct-to-video sequels to the original Disney classics, who is letting the park maintenance go downhill, knows nothing of Disney. Parks and films are now to be exploited for every possible dollar with little thought to quality.
The wisdom Disney offered above does not necessarily conflict with that of Paul Graham, author of Hackers and Painters, a very smart member of the coterie of tech entrepreneurial blogs that fill Digg, Reddit, and the del.icio.us Most Popular List. However, it does seem to conflict at first glance. From "Why Smart People Have Bad Ideas":
Going into business is like a hang-glider launch-- you'd better do it wholeheartedly, or not at all. The purpose of a company, and a startup especially, is to make money. You can't have divided loyalties.
Which is not to say that you have to do the most disgusting sort of work, like spamming, or starting a company whose only purpose is patent litigation. What I mean is, if you're starting a company that will do something cool, the aim had better be to make money and maybe be cool, not to be cool and maybe make money.
No, his advice only applies if your purpose is to found a business. If you're after money, go after money. If you're not, don't found a business around it. If you're starting a convention around everything that's interesting and cool, make it a not-for-profit staffed by the interested and by the cool, instead of one of these Creation Cons that are expensive ripoffs.
I think Paul Graham is teaching the lesson that the volunteer Firefox project illustrates. In either business or not-for-profit, his advice is that it's necessary to care about people's problems and give them what they want. They want a Magic Kingdom so clean and attractive that a team of touch-up painters is deployed after closing every single night. They don't want theme parks full of skill game hucksters trying to suck every last penny out of them, just like they don't want kiosks in every park selling you Disney time-share condos as they now do! This is why his advice complements rather than contradicts the advice of Disney.
So, why is this posted to the blog of a convention that is not a business at all? Of all the ideas that have been contributed, some of them were extremely cool to create, but nobody wanted them. So we stopped. People want some of the same things from a science fiction convention that they want from a park! Keep that staff friendly and helpful. Keep that consuite clean and freshen up that serving bowl. And as Walt Disney did, constantly experiment with risky visions, that people want.
Anonymous
August 27 2007, 04:19:34 UTC 4 years ago
one of the coolest things about disnelyand
when it was built (rumor i guess) he had the big castle built first. they asked him why, stupid sequence for construction, and he said, "once the builders see the castle, they'll realize the importanct of the whole project"September 1 2007, 03:43:24 UTC 4 years ago