A set of seven common-sense rules have helped the Walt Disney Company become the entertainment giant that it is, Carla Nemecek told Iola Rotarians Thursday. AS FOR Disney’s road to success, Nemecek discussed each of the seven keys and said they could be applied within any business. NEMECEK has been an Allen County Extension agent since 2005, coming here from Haskell County in southwest Kansas, where she was an Extension agent seven years.
The company’s foundation of success is found in the book “Inside the Magic Kingdom: Seven Keys to Disney’s Success,” said Nemecek, director of Southwind Extension District, which contains Allen, Neosho and Bourbon counties.
The merger of the three counties — first Allen and Neosho and then Bourbon — isn’t unusual in Kansas, but is in other states, Nemecek explained.
“About half the counties in Kansas have merged together, mainly east of Hutchinson,” she said.
Consolidated districts contain two to five counties and permit specialization by resident agents in each county in a district.
Nemecek has administrative responsibilities within the district and now just one agent, for example, deals with livestock, rather than three when the counties were unto themselves. The arrangement also has permitted the district to hire a 4-H specialist, rather than having all agents involved in that phase of Extension service.
While other states are starting to try the consolidation, Nemecek said “Kansas has been a pioneer in the (multi-county) district program.”
They are:
— The competition is anyone the customer compares you with.
Customers judge a business on such things as how mail is sent, how telephone conversations are conducted and how customers are greeted when they walk in the door. She noted the Disney organization is a stickler for cleanliness at its theme parks, and every effort is made by all employees to make them inviting and family friendly.
— Pay fantastic attention to detail.
“I like the word fantastic,” Nemecek said. “That means taking it up a notch and paying attention to even the smallest detail.” Customers are impressed when eye contact is made and they are greeted with a smile, she said.
— Everyone walks the talk.
“That means doing (positive) things, not just talking about them,” Nemecek said. “The culture at Disney is to take service to another level,” by making common examples of common sense.
— Everything walks the talk.
As an example, Nemecek said a gold-leaf decoration at Disney World really is gold paint, not just a replica of the color, with employees knowing what is there is real leads them to treat inanimate objects, as well as people, with respect. Each considers themselves business representatives, not just employees.
— Customers are best heard through many ears.
“Everyone pays attention to customer feedback,” she said, as well as “feedback from among staff members.”
— Reward, recognize, and celebrate.
“Emphasize the positive, particularly after something negative” has surfaced, Nemecek said. Pats on the back, literally or figuratively, lead staff members to “treat customers like they’re treated. People need recognition.”
— Everyone makes a difference.
That needs little amplification, she said, but is an outcome that needs to be acknowledged.
She was born and raised in Emporia, attended Allen Community College a year to participate in livestock judging and then earned bachelor’s and master’s degrees in animal science from Kansas State University.
Husband Jeff also is a K-State graduate and holds a degree in animal science. He is an instructor in ACC’s agriculture division.
The Nemeceks live on the ACC farm north of Iola with their two children. In addition to their professional pursuits they raise cattle and hogs.
Tips from Uncle Walt – Nemecek shares Disney success secrets
