ST: “To a visitor, Disney always seems like the perfect place, but what can it reveal about some of its backstage secrets?”
Snow: “People have that image of a Disney cast member who is out there smiling and friendly, and of course, that’s the idea, but when you go backstage, that’s where people decompress. That’s where you hear cast members complaining about their supervisors, or a guest who just held them personally accountable for the rain, or the fact they don’t want to work on the 4th of July. The important thing to remember is that <I>backstage environment<I> is where that imperfection can happen without a consequence to the guest. I think that’s important in a salon or spa too, because there’s a feeling you’re trying to create, and most of your guests are really looking forward to the time they spend with you. So those little disagreements between staff members or complaints about other guests, they can’t happen onstage. No matter what business you’re in, it’s so important to have that onstage/backstage mentality.”
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