Thursday, April 21, 2016

Mighty Men of Mouse: Episode 0257 -- Would You Like Magic with That?

This week we discuss customer service and working at Walt Disney World using Would You Like Magic with That as a jumping off point.  After the show, Kip shares some details from a recent trip.

Check out this episode!

1 comment:

  1. Enjoyed this book. It was a quick read, and it provided some interesting insight into what goes on behind the scenes.

    My biggest takeaway is that the GR folks have quite a bit of discretion on both whether to address a problem and then how to fix it, and it further underscores my belief that particularly at Disney, you catch more flies with honey than vinegar. Clearly, there is a spectrum of possible outcomes for any issue that arises, and it seems that she was more apt to reach a little in terms of what she could provide to someone that she viewed as deserving of it or needing a break.

    Problems do arise, and the way that those problems are handled is one of the things that separates Disney from most places, I think.

    Those times when they go above and beyond, though, really validate my decision to go as frequently as we do. We had a situation a few years ago where we had a very minor issue with a room change. Basically, we were changing from one room to another, and it just took a really long time for the bellhops to get our luggage, which held up the process of getting out of the first room and getting on with our day. Process that should have taken 10-15 minutes instead took like 30, during which time my wife and daughter just chatted with the manager, including my daughter regaling him with her retelling of the Frozen story, complete with music. None of us actually complained about the time it was taking at all, but he must have felt it was taking too long, because when we got back to our room that night, there were two of those Anna & Elsa Animator's Collection dolls, a plush Santa Mickey, and some decorations on the table. At the moment, we legitimately had no idea where they had come from, and it was truly a "magical" moment.

    After the shock wore off, it occurred to us that it must have been that manager. The next time I saw him, I asked if he had any role in that, and he said something to the effect of, "Well, I know your day got off to a rocky start, you seem like nice people, and I wanted to make sure that your day ended better than it began." Mission accomplished on that front, and it's something that we still remember and tell people about to this day.

    On the Canadian ticket thing, I think she absolutely did the right thing, even if it did result in a bit of a windfall for the guest. I do draw a distinction between this situation and a circumstance where someone bought tickets to the wrong park. Re the Canadian ticket thing, the consumer did everything they were supposed to do, and the only problem was a known issue that Disney hadn't bothered to fix or at least develop a protocol for. If it were me, telling me that I needed to dip into my wallet for more tickets and then basically giving me an errand to run when I returned from my vacation to recover a significant chunk of money would not have been an acceptable outcome -- especially when the tickets explicitly told me that I could not do what I was trying to do.