Disneyland the Happiest Place on Earth ...Or Not ?

"You Cant Handle The Truth!"
* Thunder Mountain Derails killling one victim
* Marcelo Torres Of Gardena CA. Passes on Sept. 5 2003

"Houston We Have A Problem"
* How the Cart Derailed

*What they said happened

*What actually Happened
"What We've Got Here Is A Failure To Communicate "
* The Cart should Have been removed

*Third time in ten month that the ride has had problems

* Cart derailed, cart collided with another train injuring family of three, and several days later another person came forward reporting injuries

"I Have Always Depended On The Kindness Of Strangers"
Disneyland the Happiest Place on Earth ...Or Not ?
"Hasta La Vista, Baby"
Jessie Mota
Victoria Lee

"Show Me The Money"
* money doesn't buy happiness but it definitely makes things better

*How the lawsuit gave the family a peace of mind


"If You Build It He Will Come"
*Prior accident situations
*Safety Campaign
-Phase 1
-Report on safety (30 pages)
-Public awarness campaign
-Fun facts safty sheet
-Safety, courtesy, show, efficiency
-Phase 2
-Wild about safety
"Im Gonna Make Him An Offer He Can't Refuse"
*closed the ride on Jan 7, 2013
*reopened March 17, 2014
Implementing the page principles
*Tell the truth
*Prove it with action
*Listen to customer
*Manage for tomorrow
*conduct public relations as if the whole company depends on it
*Remain calm, patient, and good humored

*Safety Campaign helped
*Structure and human resource frames
*Still the happiest place on earth