It had sort of made sense at the time-maintaining services stan-dards, delivering a consistent experience, exceeding customers’ expectations every day, and so on-but the reality was that he couldn’t dress the way he wanted, couldn’t take his lunch at the normal time, had to bathe and shave every day, had to be constantly “on stage,” and when he asked questions the answer more often than not was, “That’s not the way we do it at Disney