ORLANDO, FLA. — Attendees of the American Bakers Association (ABA) Convention got to sample some Disney magic at the New Attendee and NextGen Baker Brunch. Zoe Bishop, senior facilitator, Walt Disney World, shared some top-level ways baking companies can incorporate the practices used at Disney to encourage employee engagement with their companies. 

Bishop introduced attendees to the Disney Institute, which is a professional development program based on insights and best practices of Disney’s parks and resorts.

“We share how Disney does things so you can adapt them to your company,” she said. 

Much of Disney’s success boils down to an incredibly disseminated culture around customer experience. Bishop noted that Disney has “a strategic focus on delivering exceptional experiences by being intentional about details that connect guests, cast members and leaders.”  

In order to do that, however, the company has to have a workforce that will deliver the desired behaviors that foster those exceptional experiences. 

“It is possible to create a workforce that demonstrates desired behaviors on a consistent basis,” she said.

Disseminating a company culture starts with hiring. Bishop told attendees that selecting a new hire isn’t just about the right skills for the job but also culture fit. 

“A selection process that includes culture immersion increases the probability of culture fit,” she said. 

Once hired, employes must be trained, and Bishop noted that most companies don’t prioritize it. 

“Training is more critical to desired outcomes than you imagine,” she said. 

She introduced the concept of ever-boarding, rather than onboarding, which means employees are continuously being trained to execute the behaviors that will reinforce company culture. 

Lastly, Bishop pointed out the impact caring for employees has on the workforce, and she was quick to mention how this goes beyond a generous benefits package. Communicating employee benefits is critical to ensuring employees understand what’s available to them, but care includes how supervisors respond to personal emergencies as well. This can go a long way toward lasting employee loyalty. 

“The extent to which you care for your people is the extent that they will care for each other and customers,” she said.