The Importance of Street Sweepers

When I was going to school in Southern California, Disneyland was a popular choice for summer jobs. I never worked there, but I knew a fair number of people who did. I don't recall the details, but I do recall stories about a definite social hierarchy within the Disneyland employee culture. Managing this ride was considered more prestigious than that ride, serving in this restaurant better than that one.

One detail I do remember, though, was the unanimous identification of the one job that was by far the highest paid, and hardest to get, in the park. That job? Street sweeper. If you've been to Disneyland you've no doubt seen them: folks in white jumpsuits, carrying short handled brooms and long handled dust pans, wandering around the park sweeping up the bits of litter that attendees leave behind. 

And why is that job so hard to get? Because Disney figured out early on that the street sweepers talk to more park guests than anybody else in the park. If someone wants to know how to get to ride or where the nearest bathroom is or what time the next show starts or most anything else, who do they ask? The nearest street sweeper. The skills needed for a successful street sweeper then, besides the ability to sweep up litter, are an encyclopedic knowledge of the park and the world's best customer service skills. 

I was reminded of the Disney street sweepers during today's visit to the SCCA. I got there a bit early, so I stopped to have Seattle's best $5 breakfast. This time, I paid closer attention to the guy cooking my eggs. He stands behind the (small) service counter with some steamer trays of bacon, potatoes, and the pre-made breakfast sandwiches; a dozen or so bowls full of mushrooms, cheese, spinach and the other stuff he can cook into your eggs; and two hot plates, three frying pans, and a few spatulas. 

As each person comes up and tells him what they want, he starts adding stuff to a hot frying pan. While that person's eggs are cooking, he starts up the next customer's order. He's fast, efficient, and makes really great eggs. I once saw him toss a pan full of eggs in the trash because he'd gotten distracted, let them cook a little too long and didn't want to serve browned eggs. 

But his focus on customer service doesn't end with the food. He's a master at small talk. As each customer approaches, he's engaging with them as another valuable human. He asks how you are, and you get the sense he really wants to know. He clearly remembers people, and you can see him picking up the threads of a conversation that ended the last time they came through the line. 

And he's constantly multi-tasking, making two pans of eggs, handing over breakfast sandwiches, engaging the customers in conversation, and throwing jokes at his co-workers. It's really fun to watch.

Personally, if I was the SCCA, I'd put their cook in a commercial. The doctors, nurses, statistics and miracle patients are impressive, but if you want to see people light up, watch the folks ordering breakfast. 

As Disney figured out, street sweepers are important -- even, and maybe especially, in hospitals.