Leadership Insights from Disney’s Dennis Snow

In this conversation, Dennis reflects on the core principles that defined his time at Disney and shares how they can be applied across industries, including foodservice. He offers a behind-the-scenes look at what makes world-class service possible, the mindset shifts needed to elevate the guest experience, and how everyday actions, from picking up a piece of trash to empowering frontline employees, can build powerful brand loyalty. Whether you’re leading a restaurant team or running a distribution operation, Dennis’s insights will help you inspire your people and deliver the kind of experience customers can’t stop talking about.

Topics Covered in This Episode

• 0:00 Welcome and Introduction
• 0:58 Meet Today’s Guest: Dennis Snow
• 2:15 Disney Roots: From Ride Operator to Leadership Coach
• 3:48 Lessons from Disney University and the Disney Institute
• 5:20 What Makes the Disney Experience So Unique
• 7:00 Customer Experience vs. Customer Service
• 8:41 Real-World Stories of Excellent Service
• 10:25 The Ketchup Story: Noticing the Little Things
• 11:20 The Power of Passion and Olive Oil
• 12:33 Culture is Built on Consistency
• 13:20 The Link Between Employee Experience and Customer Experience
• 14:12 The Real Enemy: Indifference
• 15:30 A Personal Story from Animal Kingdom Lodge
• 16:35 Should Employees Have a Budget to Wow Guests?
• 18:00 Recognition and Accountability at the Frontline
• 19:12 What’s Not Going to Change in Business
• 20:17 Why AI Can’t Replace the Human Touch
• 20:55 Leaders Set the Tone for Culture
• 21:21 The Walt Disney Trash Pickup Story
• 23:10 Trash Cans as a Culture Symbol
• 24:40 Backstage Coming Onstage: Why Every Detail Matters
• 25:13 Everything Speaks: The Disney Philosophy
• 25:35 Creating a Clear Customer Experience Vision
• 26:43 Turning Culture Into Behavior
• 27:05 Onboarding and Reinforcing Core Behaviors
• 27:52 Accountability and Recognition
• 28:22 Hiring for the Experience You Want to Deliver
• 29:08 Distributors as Experience Partners
• 29:48 Fantasyland and Leadership Lessons
• 30:38 Reprimands with Respect: A Story from 1981
• 31:27 Why Dignity Matters in Leadership
• 32:05 One Word for Leadership: Respect
• 32:27 Final Takeaways and Thanks

More About Our Guest & Host

Dennis Snow
Former Disney Executive and SMart Speaker

Dennis Snow has a passion for service excellence and has consulted with organizations around the world on the subject.  His customer service abilities were born and developed over 20 years with Walt Disney World.  In his last year with Disney World, Dennis’s leadership performance was ranked in the top 3% of the company’s leadership team.  He is now a full-time speaker, trainer, and consultant, and is dedicated to helping organizations achieve their goals in the areas of customer service, employee development, and leadership.  He is also the author of two best-selling business books, “Lessons From the Mouse,” and “Unleashing Excellence.”