A Disney executive once explained that everything a guest encounters either supports the fantasy or damages it, right down to the garbage cans. The same thinking gives you Cinderella on a cigarette break in full view of a five-year-old. Every organization has a few of those, and the longer you have worked somewhere the less able you are to see them. Ask a new hire what they noticed on their first day.
This is the short version. The full lesson, with the story behind it, is in the book.
Take The Summer Camp MBA with you, or get the field notes by email while you work through the lessons here.