CUNA Lending Council Conference 2018

Lessons in the magic

Lending Council attendees go behind the scenes at Disneyland.

October 29, 2018

There’s lessons to be learned in the behind the scene work that creates the magic Disneyland guests experience. Lessons even credit union lenders can benefit from.

“Disney’s attention to detail is something we should be emulating,” says Mike Long, chief credit officer at UW Credit Union in Madison, Wis. “The smallest detail can make a huge difference.”

Seventy-five CUNA Lending Council Conference attendees had the opportunity to go behind the scenes at the Disneyland Resort, Disneyland, and Disney California Adventure Park Sunday during a pre-conference workshop.

The 3.5-hour tour took attendees backstage to see how the magic that visitors to Disney parks experience daily is created and learn tips on employee engagement, service, and leadership. It included learning how Disney strives to exceed the expectations of guests with Disney’s “people, place, and process” through the attention to cleanliness, safety, and preparation.

“There are things we can pay attention to, the small details,” Longs says, who notes there are details credit unions can pay attention to, whether members are coming into the branch to complete a loan application, open an account, or make a deposit.

During the tour, the conference attendees got a first-hand view of the backstage area where cast members—the employees who work at the resort and parks—prepare for each day, including getting their costumes. It was an experience that wow’ed attendees.

“The sheer number of pieces of clothing and the system they had to get everybody their costume,” Long says. “It was pretty neat.”

Click here for more conference coverage from CUNA News, and get live updates on Twitter via @CUNAJennifer, @CUMagazine, @CUNACouncils, and by using the #LendingCouncil hashtag. Learn more about the CUNA Lending Council, a member-led professional society for credit union executives, at