cheers!

Dear Customer Service;
As I sit here and watch your advertisements on TV I am reminded of our trip to the Disney theme park in Orlando Florida. My daughter, who is 14 years old, has always dreamt of a trip to disney. This year we were finally able to make the trip. My daughter was 13 at the time and was acting like she was 5 years old again as she bounced around in excitement. We spoke about and anticipated the characters we would see and the things we would do. We expected warm and friendly people with a magical atmosphere as I remembered it when I was a child.

Our entrance to Disney was wonderful as we watched the parade welcome us into the park. This, unfortunately, would be the last of the warm and fuzzies. There were a few employees that were welcoming, however the rest were monotone at best. I asked an employee which direction a particular attraction was and he told me to pay attention to the signs and maps that are provided. I wish I would have paid attention to his name because I would have included that in this email. In the Pirates of the Carabian store, employees chatted amongst themselves while we waited at the cash register to purchase our goods. We, as well as a few other visitors, walked away without our chosen souvenirs. I found most of the employees on grounds unapproachable and not friendly. Most of our contact with the park employees was when they were herding us in the direction they wanted us to go and yelled like cops trying to get a crowd under control. Were we trying to find the exit at the end of the day as the park was closing but were obviously having problems navigating the crowd. We had several people yell at us while waving flash lights telling us to “get out of the park”. My husband told one of the flash light waivers that we were trying to find our way out hoping he would get us in the right direction. He only yelled at us to keep moving. Again, he tried to get the light waiver to get us in the right direction. The man responded “get out, get out”. There were several people walking in several different directions. This was a very poorly coordinated effort to clear the park. While waiting for the trollies to take us to our car. We wittnessed people racing to beat others to seats and arguments between visitors over who was getting this trolly or the next. Where were the employees to keep this crowd under control? It seemed once they got you out of the main park you were on your own. This was the final and ultimate insult of the day.
There were no characters on grounds. Mickey mouse and his crew presented a wonderful show, but that was all we were to see of the characters. The whole trip was one disappointment after another. There was no warmth, magic, or even simple kindness to enjoy. The attractions were able to see were amazing but did little to make up for the human factor.
To Disney’s defense it was the fourth of July and there were larger than normal crowds. Still this does not warrant the treatment we were given as visitors to the park. We certainly felt like we were an inconvenience and not a guest. We shared our experience with other families that visited that day and they were walking away just as disappointed. It was shameful. Lastly, we never saw the fireworks as we were asked to stay in an area that was blocked by trees and buildings.

The reason I am just now deciding to write about my families experience is because I keep watching these Disney commercials and am reminded of our utter disappointed. I was heartbroken for my daughter. She is a typical teenager and yes emotional. But by the end of our day she was in tears and frankly so was I. I went to Disney often as a child when we lived in California and I have such amazing memories. I wanted these memories for my daughter and was so happy anticipating her experience.

As I searched the intranet for this web site I see that you offer classes in customer service. I would like to see how your students would handle this complaint and restore the magical memories I had as a child and the stolen dream of my daughter. Please believe me when I say we are not looking for a free trip, or a hand out. Honestly, we would decline any such offer. Disney, for adults and children, is thought of a magical place of fun and friends. Most adults that have memories of such a wonderful place bring their children to the park so that they too can experience the magic. When you fail to keep this alive in the hearts of parents and their children you not only steal the dream of a wonderful alternate reality, you bring us closer to the ugly reality of the outside world. The ugliness of the outside world has penetrated your gates and is leaving its mark on the people who visit. I know it sounds mellow dramatic but you have to realize the expectation that Disney has built through reputation and hard work. I am sure Walt would be rolling over in his grave knowing what his dream has turned into. A response would be appreciated. Thank you for taking the time to read this.

Thanks for your comment, Doug. I know from my tour that the parks have to be well-run in order to accommodate the kinds of crowds they get – and to treat guests so well.

German, great to see you here all the way from Rady School of Business at UCSD! It is a great employee morale-booster to be able to make customers happy. I think my experience made those Disney cast members feel thrilled.

Brandon, you are right, too many of the “temporary help” are not folks with the right customer attitude. They are out there, though!

Envision team, thanks for chiming in. It is great to have others around evangelizing this attitude.

Typestries, thank you for sharing your stories brought on by a positive outlook. People are more likely to do things for others when they are treated with respect! As long as we don’t start expecting wonderful things all the time from Disney and its cast members… I think there is potential for customer expecations to be so high that Disney won’t be able to meet them. Thanks again!

Maria, you are right – even kids notice this kind of outstanding customer service. Pleased to be part of your fun Carnivale!

Andy, of course you are top of mind – who else?

–Andy

I love this story! I never knew that you could take a tour like that. Even as a little girl I noticed how friendly the employees were and how clean Disney Land is

Thanks for sharing this at the Customer Service Carnivale!

Another story of a great customer experience… what can you do to help your agents “WOW” customers?

Even so, I promise you that if you pay careful attention, you WILL see Customer Service Gurus everywhere. They may be camouflaged among their teammates, but they are there. And always will be, because they take pride in their interactions. If you are hiring, this is a great time to find great help, they really stand out among the rest. Have a great Thanksgiving!