Disney updates its legendary Four Keys foundation with a fifth key

Disney Family Game Night

Have you ever heard of the Four Keys for Disney’s Cast Members? Throughout the company, Disney employees follow the Four Keys as the foundation of  exceptional customer service. The Four Keys are Safety, Courtesy, Show and Efficiency. However, to help provide a more welcoming environment for all Cast Members, Disney is adding a Fifth Key — Inclusion.

The following was given to Disney Cast Members this week:

For more than 60 years, the Four Keys of Safety, Courtesy, Show, and Efficiency have provided a foundation for our culture and guided our renowned approach to service as we’ve welcomed Guests from all over the world. As we keep moving forward and working together to drive meaningful cultural change, we are introducing Inclusion as a new key and will be rolling out the Five Keys globally across the segment.

The current hierarchy of the Four Keys puts them in this order:

Key #1 – Safety. The Keys appear in a specific order to remind us that Safety must be the priority in every decision we take and must never be sacrificed for another key.

Key #2 – Courtesy. Because Cast Members play a major role in the magical DisneylandParis experience, Courtesy must be at the heart of our contact with Guests as well as with colleagues and partners.

Key #3 – Show. It breathes life into the stories we tell our Guests. The Show Key also applies backstage, in offices and workshops, where each of us contributes, directly or indirectly, to the Guest experience.

Key #4 – Efficiency. By managing our acitivity efficiently, events run smoothly and we avoid unnecessary inconveniences for our Guests, colleagues and professional partners.

What are your thoughts on Inclusion being the new Fifth Key? We’re sure it’ll be a great cornerstone of Disney’s outstanding customer service.


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Kevin Koszola