What Castomers™ Want: A Disney-Inspired Approach To Employee Care


Len1d 72 1
President, Offbeat Training LLC
Webinar Recording Details
  • Date and Time
    Tue, Mar 06, 2018 at 12PM Pacific / 3PM Eastern
  • Duration
    1 Hour
  • Cost
    $0 (Free)
  • Want Access?
    Register to view the recording.


The Disney philosophy doesn’t start with customers. It starts with "castomers™". The formula is simple. A great castomer™ experience leads to a great customer experience.  Castomer™ care involves four elements summarized in the acronym TEAM.
  • Teach – Develop employees so they can reach their full potential
  • Engage – Involve employees in decisions that affect them
  • Appreciate – Acknowledge and thank employees for their efforts
  • Manage – Provide employees with the tools and assistance they need

In this session drawn from his book Care Like a Mouse: The Key to Disney Quality Service (Theme Park Press, January 2018), Lenn Millbower, The Mouse Man™ shares Disney-inspired TEAM techniques for meeting your castomer™ needs.

Topics covered will include:
  • The arc of the castomer™ training experience
  • Processes Disney uses to involve castomer™ in decisions
  • Recognition, rewards, and perks that honor castomer™ effort
  • The Disney expectation of its managers

About Lenn Millbower

Lenn Millbower, the Mouse Man™ and author of the just-published Care Like a Mouse: The Key to Delivering Disney Quality Service, teaches Walt Disney inspired customer service, leadership and presentation skills methods. Lenn saw those methods up close. He spent 25 years at Walt Disney World, starting in Epcot Operations, stage managing at Disney-MGM Studios, opening Disney's Animal Kingdom, writing training for Disney University and Disney Institute and leading training at Walt Disney Entertainment. He will inspire you to create your own magic. Give it a shake and watch that magic will take!


Rec image



Panel newest members
Digital Sponsors