Walt Disney World Car Care Center

In our Network Orientation for new employees, we ask the question, “How are Disney’s customers different than the people we serve?” While we can learn a lot about customer service from Disney, the reality is that they are serving people who want to be there, while most of our patients and their families are not excited to be spending time in the hospital. Most of Disney’s employees (cast members, as they call them) are serving people who are excited to be with them.

As I was attending a conference last week at Disney’s Contemporary Resort, I noticed a part of Disney World I hadn’t noticed before. Just outside the Magic Kingdom parking lot is a building with a big sign that reads “Walt Disney World Car Care Center.” As I drove past the building (I didn’t stop – my rental car was working just fine), the thought struck me that the guests at this Disney service would rather not be there. They go there because their vacation has been interrupted by car trouble.

The cast members who work at the Car Care Center – mechanics, office personnel, etc. – are Disney employees, so they’ve gone through the same training as those who work in Space Mountain, or serve your meals at the Be Our Guest restaurant in Fantasyland. These car care professionals are trained in Disney culture – creating amazing experiences for their guests. What does that experience look like to the person who just dropped their family off at the Magic Kingdom, then has to take their car for some work, while sitting in a mechanic’s waiting area? Out of curiosity, I took a look at Google reviews for this place, and here’s what I found:

“We visited this center on 5/11/18 because our van door would not shut. We received prompt service and felt the bill was very reasonable. The staff was friendly and knowledgeable. We were comfortable in their waiting room. I highly recommend this Car Care Center.”

“Thank you to Jerry and Carlos for efficient service. You turned a stressful situation into a relaxed experience (the view of the monorail also helped). I have already recommended your location to my Disney friends. I greatly appreciate your professional and courteous interactions.”

There are many more reviews like these. It struck me that these cast members have a job that is different than most Disney employees, but they are very much a part of the Disney experience.

The same is true in our organization here at Kettering Health Network. Sometimes, when we talk about our culture of being Called to Care, people think particularly about those who are caregivers, who are interacting directly with patients and their families. But the truth is that all of us play a part in answering that Call to Care, whether we work with patients or not. Our team members who work in an office, or Environmental Services, Nutrition Services, Human Resources – each of us is a part of providing outstanding service for Every Patient, Every Time, Everywhere. Some do this by serving patients, some by serving those who serve patients. No matter what role your team plays here, you and they are an important part of taking care of those who come to us each and every day. Thank you for continuing to answer the Call to Care.