Culture Eats Strategy for Breakfast

I was on the opening team for Disney’s Grand Floridian Resort at Walt Disney World, which was Disney’s first attempt at building a luxury resort. On the monorail beam with wonderful views of the Magic Kingdom, it was designed in elegant turn-of-the-century Victorian style.

Our General Manager was brand new to Disney. He had a European luxury hotel background.

We were in his staff meeting going through our plans for the opening when he said, “In luxury German Hotels, lobbies are maintained as quiet adults-only areas. Our lobbies will be adults only after 3:00 p.m.”

It was so quiet, you could have heard a mouse squeak. If Disney Culture is anything…it is family friendly. No kids in the lobby?

Our GM had…a Strategy. He was hired to bring in luxury European service to an elegant Disney resort. This strategy would not be questioned at a Ritz or a Four Seasons anywhere!

So a Strategy, crashed into a Culture. What happened?

We were too stunned to speak. He said he expected our plans to be presented the following week.

And that was the last we ever heard of it.

The first ever “Disney Adults-Only Lobby” fizzled and died.

The Disney culture of family entertainment was too thick. The best strategy in the world wouldn’t have made a difference.

Culture is a flywheel that maintains stability. For good or for ill, it creates inertia. A great organization intentionally creates a culture that supports excellence.

In Furman’s Center for Innovative Leadership Ignite Culture Summit, I will be bringing stories about the key elements of culture that have helped create Disney’s world renown service and practical tools you can use in your organization to support excellence! 

Rick Allen is a former Disney executive with more than 24 years of experience leading culture initiatives at Disney Parks. He is the keynote speaker at Ignite Culture. 

 Join us April 2 for ​Ignite Culture, offered in partnership with Sunland Logistics Solutions, as we bring leaders from industry together to explore why culture is critical to workforce success and how intentional culture design fosters innovation, engagement and sustainable growth. Walk away with a clear roadmap to build a culture that inspires people and drives extraordinary results. 

More information/register today: https://innovationlab.furman.edu/ignite-culture/