What does ‘above and beyond’ really look like?

A great article re great service. You never know who you will be waiting on or who is observing your service. Hopefully more Disneyland employees can learn from Masayo.

Matt Heller - Performance Optimist

A few weeks ago, my friends Alan, Darren and I set out on our annual coaster-palooza-extravaganza! It was an epic exploration of Southern California with visits to Disney, Universal, Knott’s Berry Farm and Six Flags Magic Mountain.  While many lessons were learned, and notes of guest service experiences were taken (and will be included in a subsequent post), one experience early in our trip inspired me to share some thoughts about the ever elusive “above and beyond”.

We all hear it, we all say it.  We all tell our employees that we want to “exceed our guests expectations by going ‘above and beyond'”.  Yet, when pressed for what this actually means, very few people can put their finger on it.

So, I thought I would share an experience we had at Disneyland that epitomized ‘above and beyond’.

First I should tell you that during our visit, SoCal was experiencing record…

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