“Let’s go around the room and share an interesting fact about ourselves.”
You’ve probably heard this before — and maybe even used it. It’s well-intentioned, but for most people, it feels a little forced. Icebreakers like that rarely do what they’re meant to do: help people feel at ease and ready to connect.
Breaking the ice shouldn’t be about filling time or checking a box. It should be about creating comfort and connection on purpose. And often, the simplest tools work best.
Take something as familiar as a name tag. It’s not new, but it’s surprisingly underused as a way to build meaningful, human connections. Walt Disney understood this decades ago. At Disney parks, cast members wear name tags personalized with their name and hometown.
This is a deliberate design choice meant to spark genuine conversation. “You’re from Denver? So am I!” All of a sudden, a wall comes down and the ice breaks.
Personalization as a business strategy is rooted in a time-tested principle: people want to be seen and acknowledged. When we know a person’s name, or in this example, where they’re from, it creates instant common ground.
Our training team applies this same principle when leading sessions and workshops. Instead of the standard “tell us something interesting about yourself,” we hand out name tags and ask participants to include their hometown. It sounds small, but it sets the stage. What’s more, we wear them ourselves.
Participants who may have worked together for years suddenly find new ways to connect. “I didn’t realize you grew up near there!” This approach works because it doesn’t force connection. It breaks the ice more intentionally.
What’s more, the tone shifts from formal to friendly and engaged, allowing for better listening, learning, and contribution.
What works inside the organization can — and should — extend to how we interact with customers. The same “personalization as icebreaker” philosophy helps create a more human, trustworthy experience at every touchpoint.
Customers, just like employees, want to be acknowledged as individuals. They want to feel that the people serving them care enough to notice who they are. Here’s how companies can apply this concept to their everyday customer service processes:
When organizations empower their people to be themselves, customers notice. Building this kind of culture starts from the inside out. Employees who feel known, valued, and connected are more likely to extend the same empathy to customers.
Every moment of connection, however small, reinforces the company’s larger commitment to care.
In large organizations, scale often makes personalization feel out of reach. But human connection doesn’t require complex systems or expensive technology. It simply requires going back to basics.
When you focus on seeing people — your employees and your customers — as individuals first, you unlock the foundation of great service: trust.
Walt Disney knew that a simple name tag could start a conversation that made a guest feel welcome. The same principle holds true today. Whether you’re greeting a new hire, launching a training session, or serving your millionth customer, breaking the ice is about creating a meaningful moment.
So, how are you helping your teams create those small, inspired moments that make people feel seen? If you’re ready to build a culture where connection and care come naturally, get in touch with our team today.
Mike Donnelly, CEO of The Donnelly Group, is a recognized expert, keynote speaker, facilitator, and consultant in customer service and leadership development. Leveraging 20+ years of experience from The Walt Disney Company, he and his team help clients achieve high-performing service cultures and positive business results.