Meet a Facilitator: Tom Thomson
Tom Thomson earned his place on the Disney Institute team by serving Guests and Cast Members in a variety of leadership roles, including a distinguished career in merchandise. In 1999, he was selected to represent the Walt Disney World® Resort as one of three official Ambassadors. In this role, Tom traveled the globe as a media spokesperson and goodwill emissary.
How do you think your experience as a Walt Disney World Ambassador prepared you for your role as a facilitator?
Representing the Walt Disney World® Resort as an official Ambassador is a tremendous gift. I was exposed to so many diverse Cast Members who perform so many diverse roles. I realized the importance of every single person on the team. Each one is critical in delivering happiness to our Guests at every moment, every day. I know that might sound cliché, but it's a tremendously difficult thing to pull-off consistently. I'm always amazed at our ability to deliver an exceptional experience.
Personally, I learned how valuable it is to stay "in the moment". I think with our hectic work lives, we allow our minds to wander through a multitude of tasks. As a result, it's easy to lose focus on the here and now. I had the epiphany as I was introducing Mickey Mouse and some Cast Members at our holiday show in Chicago in sub-freezing temperatures. As I was speaking, my brain said, "Capture this moment, take a mental picture, this is really cool!"
Why do you think quality service is so important?
It's where the rubber meets the road. People and organizations make a lot of promises. But when that moment of truth arrives, and a customer is involved in your experience, you’d better deliver. Or, they'll go elsewhere. That's why I valued my time so much as a front-line Cast Member. That's where the real Guest experience happens.
Why do you think service training is important during an economic downturn like the one we are experiencing today?
In the past, the consumer might have excused lapses in service. I don't know why, maybe to do with the paradigm that you just couldn't find "good" service anymore. I think we're on the verge of a service renaissance. Great service is an art. Those organizations and individuals that can embrace that are on the way to creating something special.
Is there a particular client/participant you remember had a “WOW” moment during one of your sessions? Explain.
I've had so many – from Elizabethtown, Kentucky to Mumbai, India. From to right here at the Walt Disney World Resort. The thing I miss most about working in the operation of the theme parks is that instant gratification you get when you or someone on your team does something special for a Guest. I get that same reaction in the classroom or on a field experience. It's a great feeling.
What one key concept is most beneficial for business professionals who attend a Disney’s Approach to Quality Service program?
There isn't just ONE key concept to follow in order to deliver exceptional service. It begins with a philosophy of exceeding expectations by paying attention to the details. We then build the framework to enable the delivery of that philosophy. I don't offer "five easy steps" or the "key" to enabling service excellence. It's a well thought out, purposeful process.
What is the most rewarding part of being a Disney Institute facilitator?
My mom was an elementary school teacher and I get to follow in her footsteps, so to speak. I get to combine two passions – Disney and the pursuit of understanding.
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