Magic is intentional. It is designed and nurtured to ensure its effects are not just seen, but felt within your soul. Magic is not happenstance, it is bred, instilled, and demanded by those that promise an extraordinary experience. 

Magic is simply a version of reality that outperforms your original expectation. The magic is in the details that are created by people and instituted through interactions, experiences, and an overall presence of wonder. 

As we embarked on a ten day adventure to the happiest place on earth, I was less than excited about a twenty-hour road trip, however the anticipation of arrival kept me sane as we traveled through mountains, down unknown highways and into the darkness of rural areas. I knew that once we arrived, the pure awe would erase the aggravation. 

This trip was different in that we planned to visit not just my favorite theme parks but also the neighboring entertainment as well. While the boys were excited for some big time coasters, and I was looking forward to revisiting old (27 years) memories, I was reluctant due to the unknown. Much has changed, the other parks are newer and filled with rides that are outside of my comfort zone. I don’t know my surroundings, or where to find relief from the Florida sun. I planned to live outside of the bubble for three days, and that simply terrified me. 

Upon arrival at our resort, all things magic poured into me, not just the pina colada I sipped from the bar, but simply the essence of safety, perfection, and fascination in the well-oiled machine that we would be calling “home” for ten days. 

Our journey began within the bubble for two days, and as expected was smooth and as relaxing as a step count of 25k a day would allow. Day three brought the expedition to the other side of town. We woke early, and prepared our bags, cups and shoes in order to make it through a full day of walking blacktop covered paths. Anticipation filled the car as the parking signs became more frequent. “Where will we go first”, “What will be the most exciting”, and most importantly, “What will we find for snacks”?

As we pulled up to the parking attendant, a hand protruded from the window and a faceless voice said, “Standard or premium”. There was no eye contact, no hello. There was no warm welcome, just a fella doing his job in his 100 degree glassed cage. I knew then, the day was going to be different. 

The remainder of our time at the “other” place remained consistent. Workers just working. Staff was simply checking the boxes, ensuring our safety, selling pretzels and churros, and herding the crowds like cattle. When broken down to its simplest form, the cast members at our normally visited place of happiness perform the same actions. But yet, the feeling was completely different. 

There was no magic, we didn’t feel special, or valued, or even welcome. We were frankly just another paid admission to get through the queues. 

In business, whether it be a theme park or any other institution that interacts directly with customers, the magic begins, lives and ends with your people. How can organizations ensure that the level of service and experience remains consistently incredible?

Promote ownership, not accountability. To hold accountable means that you are setting a standard you as the superior find important. By promoting ownership the representative finds importance in the tasks, because they want to, not because they have to. 

Instill values day one. Nonnegotiable values, actions, and beliefs that are set at the beginning, promise that you are hiring individuals that align with the organization at its core. It becomes obvious quickly if you’ve brought on a person that can talk the talk, but not walk the walk.

Accept no excuses. Things will go wrong, people will make mistakes, and even the most well thought-out plan will occasionally have a hiccup. It’s how your people resolve and recover from these issues that speak to the character of your team. Build a system that promotes solution driven responses and a “How can I help”, rather than a “What now” attitude. 

After returning “home”, I sat on a bench at the resort talking to a stranger about the weather, where we had been and what plans our families both had for the remainder of our trips. He asked how the other place was. My answer was simple, I didn’t bash or condemn. I didn’t rant or spout about all the things that went wrong. 

I stated honestly, “The magic was missing”.

It doesn’t matter what you make, or what you sell. The magic is in your people. Promote it, instill it, and give it life. Your customers will thank you by making your business and your product “home”.