Disney World

In last week’s column, I drew some customer service lessons for lawyers from the way that Disney treats visitors to its theme parks. This week, I want to focus on how Disney incorporates technological advances into its theme parks as a means of enhancing the customer experience.

On my recent visit, I was struck by the presence of two familiar pieces of technology from the “real world” within the Disney parks: (1) Disney’s new smartphone app for theme park visitors and (2) the availability of wi-fi in most areas of the park. Each example illustrates distinct yet relate, approaches to implementing technology for the benefit of the customer. And while I am sure that each took Disney many man-hours to develop, test, and roll-out publicly, it was refreshing for me as a lawyer to see a company of that stature making the investment to do so. It was also a real contrast to my Biglaw experience, where implementing technology in a way tailored to improve the client (and even employee) experience was all too often a low priority….

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Everyone has an opinion about a trip to Disney World. Some people relish immersing themselves in the experience, while others bemoan the long lines, incessant invitations to spend money, and roaming packs of at-turns hyperactive and hysterical children.

Personally, I fall somewhere in the middle, if leaning a bit to being a Disney-phile as opposed to a Disney-phobe. Having just spent a week there with my family, I can attest to the importance of having realistic expectations regarding the trip — such as recognizing that it will not be a relaxing “vacation,” in the traditional sense. Whether physically or emotionally, anything more than a day visit can be quite draining. At the same time, it is also a lot of fun, and can be quite educational for the kids as well. And there is a lot we can learn as lawyers from the way that Disney goes about its business….

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Mickey Mouse, Esquire?

“I’m leaving the legal profession.”

“Where are you going?”

“I’m going to Disney World!”

This is, in a nutshell, the story of the latest lawyer featured in our series on career alternatives for attorneys. But there is a lesson here of broader applicability.

Are you looking to leave the law? Your treasure trove of “useless” knowledge could be a valuable asset….

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As Europeans from the sun-dappled Mediterranean to the icy North Sea brace themselves for doomsday, I thought I’d ignore the wildfire-like turmoil sweeping my continent to write you a sweet little piece about the difference between British and American English.

The hook, as we say in the U.K. media, is the Economist’s recent ‘British Americanisation’ survey. As with most things produced by the Economist, it’s pretty dull, revealing, amongst other things, that some British people have started saying ‘vacation’ instead of ‘holiday’. Others have begun traitorously moving the stress on the word ‘controversy’ from the second to the first syllable. Crazy, eh?! But I know marginally more about linguistics than economics, so I’ll plough on.

Actually, I’m underselling this column. I’ve been wanting to write something ‘you say tomato, I say tomato’ for ages, because British people’s use of Americanisms is highly revealing — about them, about the U.K.’s relationship with America, about the continuing popularity of U.S. T.V. series on these shores….

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