It’s About the Little Details


For the last few days, I’ve been in the fantasy world that is Disneyworld. Mashable held its first annual Mashable Connect conference at the Disney Contemporary Resort, and it was fantastic fun.

This post isn’t about the conference though (I’ll post one later). Instead, it’s about the very, very careful attention to detail that makes Disneyworld one of the planet’s most popular destinations. Disney’s attention to detail is a lesson entrepreneurs should take to heart.

Let me give you an example that struck me. After the first day of the conference on Friday night, a large group of us got a behind-the-scenes look at the Twilight Zone Tower of Terror ride. It wasn’t the presentation or the actual ride that actually got me, though. It was the fact that all the Disney guides and employees actually waved goodbye to our buses as we left Hollywood Studios. There was a collective “awww” that swept our entire bus.

This is a small detail compared to getting a behind-the-scenes look at Tower of Terror, but it’s definitely a moment that most of the conference attendees will remember. And that’s just one of the many details I noticed as a guest of Disney. The greeters say “Welcome back home” when you return for the night. Nobody sells gum anywhere on Disney campus because they don’t people finding any thrown away chewed gum as they walk through Adventureland. And Disney doesn’t generally allow people on the Magical Express bus ride to the airport if it’s less than three hours until their flight because they don’t want to be the ones responsible for somebody missing their flight, souring the entire magical Disney allure.

Disney isn’t trying to build just a brand; it’s trying to create an experience every time you hear Disney’s name. That’s why it is one of the world’s most popular and respected brands.

Entrepreneurs, don’t forget about the little details. Be thrifty, but don’t be cheap. Think about where to add little pieces of happiness and value to your team and to their lives. The little things often mean the difference in attracting top talent and letting them go to the competition. Happiness, morale and business can be profoundly affected the things that seem the most insignificant.

Update: Great point here –