rather than try to convince him to buy febreeze, i think what that instance demonstrates is the importance of the ubiquity of experience. what we have got to do is make sure every veteran we touch feels the warm embrace and the ubiquity of it. whether it is the music we play, the way we meet, greet them at the door, whether it is the starbucks we have in our facilities where they like to meet with their buddies, men or women. it's that 360 degree ubiquity. mike: what did you learn from disney? secretary mcdonald: i think with disney, the importance of the cast member. they do a great job taking care of their employees. they call them cast members. and the importance of the knowledge as you leave the disney area, you are on stage. this is actually replicated in our new orlando medical center. we have all of our exam rooms on the periphery and our patient care teams meet in the middle. we have a unique system we used to care for veterans, patient care teams, so it's not just the primary care doctor, but the other people who work with the primary care doctor and they are all inside this area,

rather than buy febreeze, i think that what that instance demonstrates the experience. you know, what we have to do is make sure that every veteran that we touch feels the warm embrace whether it's the music we play, greet them at the store, whether it's a starbucks that we have in facilities, would they like to meet with their buddies men or women. >> what did you learn? >> in disney the important of the cast member, disney does a great job for caring for its employees. they call them cast members. the important knowledge that is as you lee the -- leave the disney area you own stage. it's replicated in our new orlando medical center where we have all of the exam rooms and our patient-care teams meet in the middle. we have a unique system we use to care for veterans, so it's not just the primary care doctor but the other people that work with the primary care doctor. they are all inside this area meeting before they go out on stage to be with a patient. >> reembracing the customer. there's people that don't want to be disruptive. >> the organization is in crisis. you tu