My Kingdom for a New Idea
(As reprinted from Issue 1, 1999)

Just recently back from sunny Florida. Well, actually it was cold, wet and windy most of our stay, but it was great being away from home for a bit. On our agenda was lounging like the rich and famous down in Palm Beach, soaring north to Cape Canaveral for a tour of this country’s amazing ongoing space travel experiment, and then heading a bit west to the land of that mouse - Walt Disney World.

Now you may say to yourself, "Self...what does someone else’s vacation have to do with solving my business problems?" Ahh, the answer is all around you!

My Lesson #1:

I have taken to looking very closely at window displays when shopping or strolling in malls. In Palm Beach there is an amazing street called Worth Avenue that is a shopaholics nirvana. This street is filled with nothing but the creme de la creme of stores, boutiques, art galleries, antique shops, jewelry stores and more. So many of these establishments had the most beautiful window displays. Now I don’t mean just displaying of wares in a window, I mean extraordinary decorations that I could relate to my business as a decorator. I saw unique uses of decorating materials like tinsel, garland, silk topiary plants, Foamboard, tulle, Mylar sheets, Styrofoam, even light bulbs. Color, lighting, texture, and balance were all manipulated in these small glassed in areas to convey a special message quickly and beautifully.

My Lesson #2:

At Cape Canaveral it is easy to be awestruck by the shear size of the many rockets and space gear on display. But I was also taken with the numerous multi-media presentations that make you feel, as well as see the tensions and complexities that is space travel. Through the use of terrific lighting, sound and special effects one can be quickly transported (no pun intended!) back to the days of Neil Armstrong and Buzz Aldrin on the moon or into the control room while Apollo 13 struggled to come home.

Big budget parties of the 90’s rely heavily on multi media, sound, lighting, and special effects. Is Cape Canaveral just a special event planners wildest dream come true? Space travel, as displayed to the general public, is a living, breathing, ever-evolving special event, with real drama and the biggest budget for a "party" you will ever see!

My Lesson #3:

Now Cape Canaveral was just an appetizer to the mother of all special events - Walt Disney World. Our family has been privileged to travel to Walt Disney World several times in the last few years. For me, each visit is like going back to school, as I have learned so much about nearly every possible facet of business, decorating and performance art just by closely observing all the goings on in this magical place.

From hotel rooms to restaurants to theaters and theme parks, all your senses are being constantly bombarded with the sights, sounds and even smells of professionalism, wonder and fun. The decorations everywhere are exquisite, as art, architecture, balance and fantastic coloring are seamlessly blended together. Special effects like lighting, fireworks, laser lights, sound effects, and beautifully performed music (both live and pre-recorded) from around the globe enhance your experience to the highest degree. Costumed performers are well manicured and "in character" at all times. Support staff like janitors, maids, ticket collectors, life guards, even pop corn vendors seemed genuinely friendly and were more than helpful. They were always first to greet us with a big "hello" making immediate eye contact. Management staff is everywhere quietly ruling with an iron hand, but never in the way of the customer’s enjoyment. Even the food is good and in some places it is excellent!

So what do we have here - beautiful decor and theme props, top flight costumed characters, entertainment and music, fabulous special effects, a helpful staff, managers in control, good food and happy customers. It sure sounds to me like being a part of the Disney experience puts you right in the middle of the biggest, most well run, non-stop theme party on the planet. It also puts you back in the classroom as you observe how it all comes together 24 hours a day, 365 days a year. Unbelievably, last year alone Walt Disney World entertained over 40 million people with the same high degree of quality, hospitality and service.

Aren’t we all trying to achieve the same high degree of professionalism for ourselves and our customers each and every day? Isn’t it a kick to bring joy and wonder to the faces of your customer’s and guests at an event you helped produce or a decorative item you may have sold? We are all striving to be the best at what we do. Observing the masters of "Imagineering" is a wonderful way to learn our craft. It is hard to find a better "hands-on" experience for improving my business than spending some time in Orlando, Florida.

Now Central Florida does not have a patent on throwing a great party or finding something special to enhance a delivery or event. All you need do is take a trip to the mall or to a respected business in town or perhaps a well known and respected restaurant nearby your home, where you can be taught the many fine points about decor, business and service. You don’t have to ask to be taught, just put your senses on alert as you carefully observe how these businesses or attractions get their jobs done.

Remember, the answers always lie right in front of you!

MZ

P.S. Please excuse me if I seem like a walking, talking billboard for the State of Florida’s Board of Tourism. I can assure you, it is my enthusiasm for learning that makes me speak the high praises of the aforementioned destinations.