Some time ago, I wrote about the “Disney” experience and how well trained the volunteers were to make this experience happen. This week I want to continue this thought, not with volunteers (although well trained volunteers always make things happen), but with executing the basics in extraordinary ways.
I have heard, and I am not sure whether it’s true or not, that Disney only allows well trained senior staff to clean and maintain its washrooms. I like the idea, because it shows how much emphasis Disney places on the “Disney Experience”. In short, they not only pay attention to the small details, they live by them! I think clean, well-stocked washrooms are a true indicator of the quality of an attraction or event. To me, it shows that management cares about the people it serves. Let’s face it, if they care about the state of their washrooms, it gives a very clear indication that they care about the quality of all that they do.
So why is it that so many of the festivals, events and attractions we visit fall down in this area? I don’t think it’s because they don’t care or that they are unclean people. I think organizers and mangers get so wrapped up in the “big” problems that they forget about the “little” things. It’s too bad, because I think they are missing a great opportunity to please their customers (attendees) and, happy and please customers spend money!! I believe that all festivals and events should appoint a senior dedicated volunteer to oversee this responsibility. If Disney thinks it’s the right thing to do, festivals and events should too! These volunteers should be assigned to pay attention to the “little” details that mean so much. Details like placing washroom facilities in strategic areas; making sure that there are plenty of disabled/senior washrooms; having wash up facilities in every washroom area; making sure there are plenty of supplies, including hand washing water, on hand for easy replacement; have the washrooms and area cleaned and monitored regularly and have all portable washrooms pumped on a regular schedule (more on busy days).
Finally, why not go that extra distance by adding flowers or plants to the washroom area; pipe in music to the area and place seniors/disabled seating there. All this may cost a little more, but your festival or event will reap the benefits.