Because of its "chatter" and "no script" spread, countless netizens came to "punch in and chat".
Not long ago, a tourist was playing in the cinema and pointed his finger at Megatron in the scenic spot, which attracted Megatron's anger.
Megatron said directly, "Your gestures are so rude. Didn't your parents teach you? " Stupid guy, dirty human. Go down, I don't want to take a picture with him. "
As a result, "Megatron" was reported by tourists, thinking that its words such as "dirty" and "stupid" caused discomfort.
However, the scenic spot personnel later said that what Megatron said was in line with the people's design and there was nothing wrong with it. Indeed, in Transformers, Megatron is a villain. To say this is to restore people's design.
From this reply, we can easily see that Universal Studios should have a set of standards for the management of employees, not just because the lines are in line with the people in the play, right?
To know that all the lines of employees like Megatron are random, then the problem comes.
In the face of all kinds of tourists, how to make them have an immersive experience without causing complaints because of the words "out of the circle"?
Although the specific management mode of Universal Studios is not clear, many theme parks in the world will have a complete set of employee action guides.
For example, the famous Tokyo Disneyland has such a set of rules of conduct, or it should be the rules of conduct for employees.
Many people may say that ordinary enterprises will have employee manuals. Can't you refer to the employee handbook when you work?
However, if a company is engaged in general business and contacts with colleagues within the company every day, the work content is basically the same and plain as water, then a set of employee manuals with clear work content is enough.
However, for theme parks, a service industry that frequently contacts different customers every day, unexpected events emerge one after another, and it is impossible to solve all the problems only by manual.
For example, it often happens that waiters spill soup on customers. Usually, the staff handbook of the restaurant will tell the staff how to deal with it accordingly, and even the words that the waiter should use are clearly written in the handbook.
However, after an emergency, it is difficult to ask employees to be fully prepared both physically and mentally; It is almost impossible for them to recall the contents of the employee handbook in panic while keeping calm and taking remedial measures quickly-even for managers.
So, what should we do?
In fact, in case of such an emergency, employees only need to follow simple rules.
In other words, the SCSE rule of Tokyo Disneyland.
What is the SCSE rule?
SCSE is not a spell, but the first letter of four English words. They are:
For management, after employees cause problems and deal with them, they also need to consider the following contents:
Tell you a little story that happened in Disney. Let's find out the curse.
There is a very popular project in Disney, which is held in Cinderella Castle.
The specific content is that a little girl dressed as a Disney princess can receive the invitation of the prince to visit the castle and get the prince's signature. However, due to the limited space of the castle, it is limited by the waves.
Therefore, there are often long queues outside the castle. For Kimura, the guide to maintain order, it is necessary to keep the order of the queuing crowd constantly, so as not to block the walking passage of other tourists because of the chaotic formation.
But what bothers him most is that there is an invisible dangerous element outside the castle-a flower bed. There is a half-meter-high platform around the flower bed, and naughty "little princesses" often climb up and down.
Many 7-and 8-year-old girls are rebellious, and the general "warning" does not help them.
One day, a little girl dressed as Princess Elsa not only walked around the table, but also imitated the appearance of Princess Elsa and made various dangerous moves on the table.
Kimura didn't dare to disturb Princess Elsa's performance after seeing several gentle persuasion from other colleagues, and the little girl's parents kept asking her to come down, but they couldn't stop Princess Elsa's performance at all.
You know, the first rule of the action guide is safety, and everything is based on safety.
"We must quickly stop Princess Aisha's behavior and let her down."
So Kimura went to Princess Aisha, bowed deeply and said
"Your highness, time is up. The prince is waiting for you in the palace. Please come with me to the palace. "
Said, reaching out to the little girl.
The little girl was not surprised at all, but looked up with great cooperation, extended her right hand to Kimura gracefully and jumped off the platform. Kimura led the little girl to her parents and told them that they could go in later. The little girl's parents couldn't help but give Kimura a thumbs-up sign.
In this story, Kimura takes safety (S C) (S the premise, and uses polite expressions (C) and (S) to satisfy the little girl's interest and quickly (E) solve the current problem.
So is this set of employee behavior rules of Tokyo Disneyland only applicable to theme parks? In fact, if you think about it carefully, it is also very applicable in other industries.
For example, the so-called "safety" of theme parks means that visitors can use amusement facilities, buy goods and enjoy food with confidence.
Perhaps many people think that it is most important for a theme park to make tourists have fun, but if this kind of happiness is not guaranteed by safety, then no matter how thrilling the project is, tourists will be disappointed and complain, and even have more serious consequences because of unsafe accidents.
Therefore, in order to realize the idea that tourists can enjoy every second of their stay in Disney, safety is the first factor to consider when providing services.
For ordinary enterprises, it is to consider the safety of goods first when providing services.
For ordinary enterprises, all goods will eventually be delivered to customers, so "politeness" is the most basic and can't be sloppy at all.
For theme parks, it is the most important task to provide visitors with an immersive experience as if they were in a fairy tale world. Therefore, no matter the tour guide who is in charge of maintaining order or the actor who plays Mickey Mouse in the park, everyone should work with a "performance" mentality, and everyone should have the mood of performing for the first time. That's why Disney calls its employees actors and its tourists guests.
For ordinary enterprises, they should also concentrate on "performance" according to the characteristics of their own industries.
For example, as a practitioner in the catering industry, when guests order, although it is already a routine, they have no feeling for every dish. However, if guests can be as enthusiastic and full when ordering or serving as when introducing their special dishes to their guests at home, their eyes will definitely make their appetite open and add a lot of color to this dish.
Finally, "efficiency" means that as many tourists as possible can enjoy the recreational facilities in the park. Tourists come to amusement parks specially. If they leave before they can take part in several amusement projects, the theme park will lose its meaning of existence.
Therefore, Disney will open a fast lane and predict the waiting time, which will help tourists arrange their trips more reasonably.
Therefore, through the interpretation of Tokyo Disney's code of conduct, we guess that Megatron is not chatting with you casually, but providing visitors with immersive services based on a certain code of conduct.
Beijing Universal Studios' handling of complaints is not a unilateral act of "protecting calves", but also must be based on the judgment under certain litigation rules.
Confucius said, "If you don't obey the rules, you won't be Fiona Fang."
The normal operation of human society needs rules. As an enterprise, rules are also necessary and basic.
However, what we need to think about is whether it is just a written regulation in the employee handbook or a code of conduct that can really benefit employees on the spot.