The Four Keys

[kgmadorin]

The "Four Keys" have been a major topic in Traditions for decades. Cast Members are taught to use these attributes to help guide their decisions in situations pertaining to the guests and the theme parks. Ideally, everything that takes place in the parks is guided by these four key elements of Disney philosophy.

Because I'm a Disney purist at heart, I thought this poll may yeild some interesting results. Based on recent forum discussions, there may have been a shift in what guests perceive to be the most important key. According to Disney, the "Four Keys" in order of importance are:

1. Safety
2. Courtesy
3. Show
4. Efficiency

In other words, Cast Members are supposed to question themselves, in this order: "Is this ensuring the safety of our guests and Cast? Are we being as courteous as possible? Are the show and theme being preserved to protect the magic? Is this operation working at maximum efficiency?"

Perhaps the 21st century has brought a change in what guests value as the most important key...

[js3901]

I think that a couple of these should be combined or just eliminated, for example - safety and effciency. Things should be made as safe and efficient as possible, like the Peoplemover. As stated on a couple of threads in the past, and from what I've heard before, the peoplemover has an almosy 99% uptime, and is a very safe ride (only way any safer is to strap everyone in before the car leaves the entrance). and the Courtesy should go without saying. "Do unto others as you would want to be treated" is something that everyone has heard, and what most people live by.

The show can stand alone, as it is right now, as the magic does need preserving. Kids don't need to know how everything works, and the adults (ourselves included) could do the same.

Well, that said, I think that safety should be the number one, with efficiency at a very close second. but, if taking about the way it seems right now, it's reversed - efficiency first and safety second

[FlatlandMounty]

Without Safety, none of the rest matters. Understandably, they are all equally important, but without safety the rest doesn't matter.

[swarlock]

Safety is a given so I didn't choose it. Courtesy is just as important.
The last thing I ever want to see is a cast member looking like they wish they had better things to do with their time.

This isn't to say they shouldn't. I have heard and read the horror stories from former CMs concerning pay and other things.

When they had a strike about a year ago I spoke to one of the back ups and encourage the person not to give up hope. These guys and gals don't get enough credit for what they do.

[AKLRULZ]

Well, safety is critical but perhaps not as important when it comes to the CM checking me in at the Animal Kingdom Lodge as it is for the CM running Expedition Everest. I voted courtesy.

[FlatlandMounty]

I know that Disney is founded on the experience. But if you were to go to Disney and everyone was rude to you? Would you suddenly hate Space Mountain? If you went to Disney and there were no security guards would you ever return? I've been to places like Dick's or Edibevicks where people treat you poorly on purpose. Its one of their major draws. So I think that courtesy is major, but not all encompassing as safety is.

[Esmeralda]

My vote goes for courtesy. If everyone at Disney was rude to me, I doubt I would return. To me that is the most important part of my experience. I could wander around the park all day and not even ride any rides and be perfectly happy because the atmosphere is marvelous the cast members are so oustandingly courteous.

[kgmadorin]

Great discussion! Thanks for all the posts!

I was surprised to find that Courtesy is winning the poll right now. I agree with FlatlandMounty--in my opinion, safety has to be the number one key.

Here's a question for everyone who voted differently: Would you be as likely to bring your families to Walt Disney World or Disneyland if they were known to have poor safety records? I'll be interested to read the responses...

Walt himself designated guest safety as Disneyland's number one concern, mainly because until that park opened in 1955, amusement parks and carnivals were known to be fairly dangerous places to visit.

[Mr.ToadWildRider]

I think that safety would be the obvious choice. If things aren't being run safely for the guests I would consider it in many ways to be contradictory to the other three. Possible lax safety meaures that puts guests in danger doesn't seem very courteous or a good show and if someone is injured in the park I think that the show is ruined and in the process efficiency of the park will diminish. Of course the primary reason for safety is to prevent injuries, not for the above reasons but to keep guests safe from danger, I was just demonstrating how disregarding that obvious major responsibility safety has an effect on the remainder of the four "keys"

[AKLRULZ]

Here's a question for everyone who voted differently: Would you be as likely to bring your families to Walt Disney World or Disneyland if they were known to have poor safety records?

Absolutely not. Safety is important, but also a given. But courtesy and then probably show are so critical to Disney.

Compare this to say, Six Flags - they've got some amazing roller coasters, but we don't regularly patronize their parks because their customer service just flat sucks not becuase we're concerned over safety. If a theme park can't have the foundation of safety no one is going to visit. If they lack customer serivce, show and efficiency they're not going to get repeat visits at least from me.

[rdeacon]

I voted for courtesy, for the same reasons as akrulz. You have to have saftey to operate the park, so that is a given. If you don't have courtesy you don't have Disney you just have another generic theme park. Disney is known worldwide for its attention to detail and its customer service. The customer service in my opinion is based on courtesy.

Now if Disney did have a shotty saftey record no one would go, and I would be they would either not be courtious, or with would be fake.. Either way the illusion would be gone. All 4 attributes are needed to keep the illusion of Disney alive.

Rich

[kgmadorin]

All 4 attributes are needed to keep the illusion of Disney alive.

Great point, Rich! The Disney parks have been so successful because of these four keys working in harmony.

We all take safety for granted at the Disney parks, but that's only because Disneyland was the first "safe" amusement park. Walt was certainly a trend setter, in addition to being a visionary.

[Dr. Ravenscroft]

I can't vote for a single one because I think the two are equally most important. Safety and courtesy are the two. Courtesy because if CM's were just employee's doing a job the park wouldn't be as fun for anyone. If I were on JC and a CM was just doing the lines without adlibing and doing them in mono-tone it just wouldn't be the same. Safety because when you go into the parks you should feel safe at all times. If I was afraid to ride something or walk in a certain area The experience woulndn't be how it is now. I feel and act like a kid when I'm in the parks now.

[disneydreamer58]

We all take safety for granted at the Disney parks, but that's only because Disneyland was the first "safe" amusement park. Walt was certainly a trend setter, in addition to being a visionary.

That is why whenever we thought about family vacations when I was married and trying to figure out where my husband and I wanted to take our son, Disneyland was it hands down! I always felt safe there. I would go to Six Flags and have such an uneasy feeling because I always felt that Disney put so much into safety that no other park could even come close (not counting WDW). I never hesitated to ride anything at Disneyland.

[SeasDiver]

I find it interesting that a majority of the people who are posting a message for a vote other than safety state that "Safety is a given so I didn't choose it" or "You have to have saftey to operate the park, so that is a given." To me, this conflicts with the stated vote because Safety is required first and foremost in order for the other keys to come into play.

As a former CM in a "relatively" dangerous position, charged with overseeing guest safety in the same environment, SAFETY ALWAYS COMES FIRST. Safety trumps Courtesy, Show and Efficiency. That does not excuse rude service in non-life threatening (or injury threatening) situations, but given a choice between appearing rude and allowing someone to get injured, I will take a reprimand for being rude any time. Ideally, one can ensure safety while still being courteous, but circumstances are not always ideal.

Note: I say relatively dangerous because SCUBA diving by its nature adds risks. For divers following the normal recreational dive recommendations, injury rates are low. An early 90's ranking of sports by injury rated show that recreational SCUBA had an injury rate similiar to that of bowling.

Regards,
Aaron