It's not magic that makes it work, it's the way we work that makes it magic.  And we are able to create the magic with our work through clarity.  Here is the secret about clarity people aren't talking about...If you are not clear, people will begin doing what is clear for them. People fill in the blanks and do what they either want to do or what they think they should do.  When you want your brand to be consistent and reliable, there isn't room for employees to make up their mind on what to do.  Being clear means having hard discussions and making hard decisions. Clarity isn't easy, but it is always worth it.  Clarity means knowing in your own mind what you want. And then communicating to other people what it is. Clarity is not easy.  But the end result of clarity is magic. Clarity is why Disney World is such a wonderful place. Guest have one experience at Disney, not a series of experiences that are different. Communication is the key to clarity. The more clarity you have, and the more you hold people accountable for clarity, the fewer issues you will have. The better experience employees and guests will have.