Last week I had the rare opportunity to see 'behind the scenes' at Disney World in Florida. They understand the importance of attention, but they have a very different approach to it. It is the job of management to pay attention to the individuals who work for them, and to remove obstacles that prevent them from paying attention to individual customers. Decisions on what to do and what to pay attention to are governed by a simple set of ordered priorities: safety first, courtesy second, the show third, and efficiency fourth. So if someone if behaving recklessly on a ride, safety first, stop the show. And if a child is unhappy, pull out all the stops to cheer them up, even if that cuts into profits. These rules are invariable, and no employee can ever be criticized for following them.
Privacy and peace of mind and heart, all relative in our world today, but when we have almost none in our ordinary lives we become—-less than humane. Pollard comments in his usual, efficient, ordered way.