Day: March 17, 2020

Spark Volume 11 – Orchestration Done Right

A well-Orchestrated Experience is the mode by which two feelings are delivered: surprise and delight. We create a lasting impression for those we serve when we stage a positive and memorable moment.


Disney’s Experience Spark

Never underestimate the power of a pin. A simple birthday pin is the spark to some of Disney’s most customized and memorable guest Experiences. Disney prides itself in the Orchestration of Intentional, personal details. When “cast members” at Disney see a birthday pin on a guest, they know to create a birthday Experience during interactions with characters, restaurants, and rides. It’s clear that technology allows for more of this type of customized orchestration to happen (think RFID hospital bands providing medical and personal information to each team member with whom a patient comes into contact). What can’t be overlooked, though, is the simplistic power of physical and human design. This little pin triggers the Disney cast members to stage a positive and memorable moment that often becomes the hallmark of the Experience.

What are easy ways for us to set a custom Experience in motion? Speaking of birthdays, how are we making our team members’ personal days special?

Why Behind the Scenes Matters

We can learn the value of honoring and valuing each individual part of the “machine” that is our organization from dishwasher Ali Sonko. One of the highest-paid team members at Copenhagen’s Michelin-starred restaurant Noma, Sonko was made a partial owner of the culinary “temple.” Why? The owner of Noma explained that Sonko, who has remained a dishwasher his entire 15-year career at the restaurant “holds as much respect as the best head chef. Because of his engaging personality, his work ethic, and his dedication to doing the job right.”

As we hinted at in our introduction to Orchestration, the sum of the parts is only as strong as each individual stakeholder; an organization is not just judged on “Experience” as a whole. It’s judged on how each nurse, each administrator, and each facilities specialist adds to a patient’s Experience.


Orchestrating Without Words – The Ignorant Maestro in Action

How much can we say without speaking? This charming TED Talk with Itay Talgam, conductor and author of this month’s book, The Ignorant Maestro, shows us how six great 20th-century conductors rise to the challenge with their own unique styles. Great conductors use small gestures to create perfect harmony while bringing out the best in their musicians. Each player feels special and valued, plays their unique part, and is absolutely essential to creating the great joy of music.

Consider how to use this video to spark conversation around the book and leadership styles. How can we enable others through our leadership? How can the Experience of working together become joyful?