A Disney Career That Started With Emptying Trash: Leadership Lessons For Every Business

LeadershipLeadership StrategiesA Disney Career That Started With Emptying Trash: Leadership Lessons For Every BusinessByShep Hyken,Contributor.Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker.Follow AuthorAug 23, 2026, 07:30am EDT--:-- / --:--This voice experience is generated by AI. Learn more.This voice experience is generated by AI. Learn more.SummaryDisney's renowned guest experiences are intentionally crafted, not accidental, as exemplified by Cheryl Christensen's 37-year career. Rising from bussing tables to leadership, she learned firsthand guest needs in roles like Guest Communications. Disney's success stems from a powerful culture that engages employees, fostering a "magic" felt by customers. Leaders are crucial, identifying and nurturing employee potential. Critically, Disney doesn't just collect feedback; it actively responds, often within days, closing the loop with guests. This commitment to investing in people, listening intently, and acting on feedback drives continuous improvement, proving that exceptional service is a deliberate outcome of strong leadership and a responsive culture.Show More Disney ranks #28 on Forbes’ 2026 list of America’s Best Employers for Company Culture.gettyDisney doesn’t create great guest experiences by accident. It creates them by developing people who understand guests from the ground up. Cheryl Christensen spent 37 years at Disney, where she started out bussing tables and dumping trash, and, in her words, learning from “a ton of incredible guest experiences” before working her way through many roles, including director of learning and development and director of HR services. With a passion for guest service, she eventually landed a position at Disney’s Guest Communications, a department that handles guests’ complaints and concerns. She learned firsthand what irritated and what delighted guests. As...