Originally Posted By Mr X Well, yes I did write about my gum chewing concerns (see other WDW general topic), BUT I have to say that overall I find WDW to be the top Disney resort in the world in terms of customer service...especially in terms of friendly, casual niceness. To note a few examples, I was sitting outside Monsters in Tomorrowland waiting for my group when some CM pointed and waved towards me. I turned around and looked (imagine the typical scenario) thinking he was waving to some friend behind me, and he was like "yes, you". I walked over and said "hi", and he said "you looked lonely". We chatted about how I was waiting for my group and then he asked where I was from and when I said Tokyo he asked if I'd been to Tokyo Disney. When I mentioned I'd worked there, he went nuts and called over some other CM friends and we chatted about Tokyo til FGM and mini FGM emerged from Monsters (like, 45 minutes later!)...anyway, very cool and VERY Disney imo. Another cool moment was at Soarin, where the CM came up and asked whether we'd seen the attraction yet. I mentioned that I'd seen it in California (he joked that the Florida version was much better), and that FGM and mini FGM hadn't, he moved us up to the premium seats in the center of the front row for their benefit and remarked that mini FGM was the youngest "pilot" he'd seen all week. He stuck around too, and chatted for a few minutes. Very, very cool and very casual (casual in a good way...I *like* casual almost always), friendly and, dare I say...magical. I could go on and on...there were many, many encounters like that both in the parks and around the resort. Basically, Florida has found the perfect mix, imo, between good customer service in the strict sense and fun, "happy" encounters with guests that make DisneyWorld so much more than a trip to walmart, your local amusement park, and even to other Disney resorts that sometimes don't quite "get it", like Tokyo and Hong Kong (EQUAL to a trip to walmart, to be sure, almost always superior in a strict "yes sir, no sir" sense...but NEVER "above and beyond" like at DisneyWorld where it really IS possible to feel like a guest, not a customer...as I did this time). Kudos DisneyWorld staff!!!!
Originally Posted By davewasbaloo Glad you had such a great time amigo. Sounds like things have improved since last year. Either that, or we just picked the wrong time to go last year.
Originally Posted By Mr X Dave, so much depends on timing I think. Just the same as, if I'd been at the resort on a different week or something, I might not have noticed any gum-chewing at all, right? I think the overall quality though, surprising as it is to say from old negative Mr. X, is really "better" in the sense that some (hopefully most) of the CM's seem to be getting back down to basics and really showing off the way to make the magic happen. At least, that was my experience. Any and all milage may vary (and, of course, you could just be a bitter old curmudgeon...but we know THAT'S not true j/k) Anywho, after all the negative talk on LP, and based on my experience in the past, I was totally expecting and planning for a so-so experience (I'd rather be pessimistic and be happily surprised, I'm funny that way...just like when I visited DCA). I was VERY pleasantly surprised and had a great time overall!
Originally Posted By SuperDry <<< I walked over and said "hi", and he said "you looked lonely". We chatted about how I was waiting for my group and then he asked where I was from and when I said Tokyo he asked if I'd been to Tokyo Disney. When I mentioned I'd worked there, he went nuts and called over some other CM friends and we chatted about Tokyo til FGM and mini FGM emerged from Monsters (like, 45 minutes later!)...anyway, very cool and VERY Disney imo. >>> I noticed just this sort of thing when I went in March. My understanding is that there is specific CM training to promote this sort of thing as part of the YOAMD promotion. I think it's a subset of "magical moments" or some such thing. Anyway, in March, I was with a co-worker who had never been to a Disney park before. We had just an evening to do WDW while in Orlando for business, and I made it a point to show that you get so much more out of it if you engage the CMs. I think the vast majority of guests treat the CMs as a necessary part of the infrastructure and miss out on including them in the fun of being there. In March, as a result of a casual CM conversation, we got to ride in the front of the monorail, which was cool. Plus, I made a big point of explaining CM behavior at HM before we got there, and that really made it special: there was one maid that was totally in character and had I not mentioned it beforehand and been looking, we would have completely missed missed her. My co-worker had been to Six Flags parks many times before, and so that was their only frame of reference going into WDW. He knew that that Disney parks were much bigger and better, but it's kind of hard to describe how they're different from a Six Flags until you've been there. I asked if he could imagine having any sort of conversation about anything with a worker at Six Flags, and we both had a good laugh. Just two week ago, I was with someone else and we were at the hot dog ODV cart in Frontierland. They said that the credit card machine was out of order, so I paid cash. The person I was with had no money, so just decided to go without. I offered to pay, but he said no thanks. The CM saw this and then just handed him a hot dog at no charge. That's the Disney difference. In all fairness, I've had things like this happen at both Tokyo and Hong Kong as well (well, not the free merchandise part!). It's a little easier in Hong Kong, since virtually all the CMs speak English as a fluent second language. But even in Tokyo, I've gotten stickers, fun interactions, and enthusiastic conversations with CMs. I do think that WDW is making a special effort starting this year to promote this sort of thing, but it can happen anywhere if you leave yourself open to it as a guest.
Originally Posted By mousermerf Anyone remember Howie's Angels? WDW very much believed in "no string attached" and pretty much giving away the farm for guest service recovery and to maintain guest satisfaction. Then there was Howie's Angels. An online group dedicated to getting reservations at Cinderella's for people, and distributing them as the Angels saw fit. This royally pissed Disney off. It's the first time I know of where Disney World had a negative attitude toward and instituted policies specifically against guests. Around the same time, the word was spreading on the internet that you could complain about XX and get ZZ or YY free. Someone would complain about XX, have gotten the special parade seating by Liberty Square, and then hundreds of people would complain each day about the same thing - expecting it to be cause and effect. Complaining became an art. People caught on to Disney giving stuff away and it was abused, greatly abused. So, like with Howie's Angels, Disney set out to stop it. More policy changes, the "no string attached" cards (the ones all CMs had that could give ANYTHING away for free) were all but burned at the stake like good old fashion book burning, and guest service recovery became a red-tape filled nightmare no CM would dare attempt to tread. A mentality of guests as the enemy was firmly entrenched in many areas too. This is around when the Guest Service Guidelines (sound millitant and formal enough?) came into play. Any CM from the period can quote them to you, like a good recruit to a drill sargent, and almost always adds the well-known tag "In that order, no exceptions" that was taught during the period. Safety Courtesy Show Efficiency Address al issues in that order of importance, no exceptions! There was eventually backlash as old-timers couldn't make up for honest mistakes or events and they were losing some customers. Even random acts of kindness was quantified in "Take 5s" which were documented and counted for areas. Many CMs saw it as a burden. That gets us to now-ish, where they've gone to the "Keys" and specifically vague guidelines. The keys, in general, say to make people happy first and foremost. They're back to trying to regain some of the old sensibility and get the CMs to reach out to guests. The Magic Moments have been around for a long time, used heavily during 100 YoM, but mixing the militant a bit with the guest-friendly has created the current Magic Moments. Magic Moments are now prescribed for an area and must be given out and must be done in a certain manner and in a certain quantity. That's the militant part - and why guests get dumb "dreams" of throwing away trash with a grabber-claw or something similarly stupid. The opposite end is that some of them are actually quite good (like skipping the line at big attractions) and it does get the CMs to interact with guests.
Originally Posted By Spirit of 74 I won't get into YoaMD and what I think of it. That's well documented here. But I think X brings up two different issues. I agree that WDW CMs are, miraculously, pretty damn good. And that many go out of their way to be friendly and interact with guests. BUT ... I also don't equate that to WDW's overall guest service and how they handle issues. Guest relations once was all about solving problems, answering questions and concerns and taking compliments. It's now been turned into a 'Get'em in, give 'em something, shut 'em up and get 'em out the door' place ... one where you get preplated answers before you've put your order in, so to speak. Overall, I think WDW guest service, while better than most companies, is still very much lacking from what it once was. Too often WDW's own Guest Relations folks ignore the four keys: Safety Courtesy Show Efficiency so I can't give them props if I happen to run into a quality CM who really cares (or fakes it very well) about myself and family and wants to make my day more magical. It's an individual thing. WDW long agos stopped giving a damn about exceeding guests' expectations on a mass level ... that's why you have an inane marketing campaign like YoaMD Times Two, so some guests can feel extra special in pre-planned 'magical moments.' I prefer my magic to be spontaneous ... even if I don't get to ever spend the night in Cindy's Castle!
Originally Posted By Mr X I only had occasion to make use of the guest relations center once during my trip (an attempt to contact SuperDry, in fact...the woman who helped me was extremely friendly and dialed his (I though, anyway) hotel and handed me the phone), so I can't really comment on how that side of things differs from the regular CM interactions I was so impressed with.
Originally Posted By mousermerf Spirit, they've stopped teaching the "Keys" as that. It's this weird vague thing now. I can't even recall how to properly explain it. Just think vague.
Originally Posted By Spirit of 74 ^^I believe that. Vague has been WDW's approach to guest satisfaction and quality for years now.
Originally Posted By davewasbaloo "I do think that WDW is making a special effort starting this year to promote this sort of thing, but it can happen anywhere if you leave yourself open to it as a guest." We found our best cast interaction was at DL every time. Free Tortillas and fudge, a ride in the bridge of the Mark Twain, steaming one of the engines, lots of great discussions, free pins. We always interact with the cast whether in California, Florida or Paris. And in Paris, if you try to speak that cast member's language, the treatment can be stellar. One birthday a few years ago we went on only 2 attractions in one day - the train and the Mark Twain. The rest of the time was spent watching live entertainment, talking to cast members, having a shave and haircut, and a 3 course meal with wine pairings. To me, these are the things that make the disney difference. One Halloween party we dressed up as Melanie and the Phantom from Phantom Manor and waltzed down Main Street. The cast were so into it, they asked us for photos and autographs, as well as getting some behind the scenes and on stge time on PM! Then last year at WDW we were able to ride in the cab of the monorail twice, and Mikey was too short to ride Star Tours. So one of the cast gave us a behind the scenes tour and then let us go into a down cabin and ride without the motion so Mikey could at least experience Rex and the movie. Disney is still awesome, and that's why we go. But for every life memory experience, there are 20 negative experiences lately it seems. And that is what gets to me.
Originally Posted By Mr X **one of the cast gave us a behind the scenes tour and then let us go into a down cabin and ride without the motion so Mikey could at least experience Rex and the movie.** Way cool. **But for every life memory experience, there are 20 negative experiences lately it seems.** Sorry to hear that! Personally, I'd say my recent Disney experiences (Hong Kong, Tokyo, Anaheim and Orlando all in the past four years) have been closer to 3 positives to 1 negative or better. So much depends on timing, I think. You win some, you lose some. The overall decline in quality, though, I do believe is more and more noticeable and lots of things did "stick out" to me this time in Orlando...perhaps somewhat biased by some of the negative types on LP that sort of put me "on the lookout" for bad things (like nonchalant gum-chewing maybe?).
Originally Posted By u k fan Having only been to WDW and DLP I can only comment on those 2 resorts. I have had great CM experiences at both, but I find that at DLP you might have to make more of an effort. Whereas at WDW the CM's are more forthcoming. You are far more likely to have a CM strike up a conversation at WDW than at DLP, but DLP is getting better particularly during their 15th birthday celebrations. It's all due to how much effort guests are prepared to put in as well I think!!!
Originally Posted By barboy I thought Hong Kong Dl treated guests quite nicely and professionally---I noticed a lot of smiling, happy cast members. But I was there just 1 day so maybe I lack a qualified opinion. Tokyo Dis Resort is just a class act. Outstanding customer service from what I have seen--- always helpful and very polite and an easy notch or two above all other Disney destinations. On my last outing to WDW(3 1/2 weeks ago) I thought the cast did a very nice job especially at the World Showcase and Pleasure Island..... I had no complaints. But prior visits I gave WDW low marks. The Paris cast seemed hot and cold. Cutomer service as a whole seemed to be up to "Disney standards" but there were poor showings by select cast members. Dl Anaheim.... can't say that I have noticed any issues.
Originally Posted By Inspector 57 I have found each of the posts on this thread interesting and worthwhile. I also find it noteworthy that only one of the follow-up posts gives a simple acknowledgement to Mr X that he was delighted with the service he received on a WDW vacation: <<Basically, Florida has found the perfect mix, imo, between good customer service in the strict sense and fun, "happy" encounters with guests that make DisneyWorld so much more than a trip to walmart, your local amusement park, and even to other Disney resorts that sometimes don't quite "get it", like Tokyo and Hong Kong (EQUAL to a trip to walmart, to be sure, almost always superior in a strict "yes sir, no sir" sense...but NEVER "above and beyond" like at DisneyWorld where it really IS possible to feel like a guest, not a customer...as I did this time). Kudos DisneyWorld staff!!!!>> Instead of "Yay! Good for you and WDW," we're getting, "They're trained to that," "They're not trained to do that," "You got lucky," and "The fact that your vacation was magical doesn't change the fact that WDW (management) sucks." Just thought it was worth pointing out here that a long-time poster, a Disney employee, and a smart critical detail-oriented person just experienced WDW and found the service to be DELIGHTFUL. And that the subtle LP reaction has been to ignore and dismiss this positive report of the state of customer service at WDW. Thanks for your report, X! I remember your pre-trip concerns about WDW. I'm thrilled to read that you had such a great experience! Good for WDW, and good for the X family!
Originally Posted By Mr X Thanks, Inspector. Gotta say, I am a touch put off by the many negative replies, some even going so far as to insinuate that I'm just making things up or something..as though I couldn't POSSIBLY have had the pleasant experience I am claiming. Like I said, it's my personal opinion of my trip and I'm certainly entitled to it. Thanks for copying some of my comments, upon re-reading the part about guest/customer I think that is what struck me as most significant (and something some Tokyo fans probably don't want to hear). The fact is, at Tokyo Disney Resort the customer service is certainly outstanding but, always, I felt like a customer and nothing more. WDW was quite different in that regard.
Originally Posted By Spirit of 74 I believe every word Mr. X wrote. I can imagine he had a wonderful experience and am happy he did -- although it disappointed me that he said he was convinced to not visit WDW and then went anyway. ;-) That said, a few things come to mind: X hadn't been to WDW in many years. Absence can make the heart grow fonder, so you tend to focus on the positive more. Not saying that is the case here, just that it is possible. It's also home .. the USofA and that can factor into it. and Just because one person has a great experience doesn't change the big picture. Many people are having largely great visits (a nujob pal of mine is paying $214 a night at Dixie Landings right now, while his sister is paying $500 at the Poly) and just sent an email saying as much. My contention is that WDW has become very inconsistent. While X's experience seems to be pretty damn close to what it should be, that isn't what everyone is experiencing. And the amount of inconsistency and the amount of very bad guest service has increased to an unacceptable level. I'm just glad Mr. X wasn't a victim of it and instead enjoyed himself.
Originally Posted By Inspector 57 <<it disappointed me that he said he was convinced to not visit WDW and then went anyway.... X hadn't been to WDW in many years. Absence can make the heart grow fonder, so you tend to focus on the positive more... It's also home .. the USofA and that can factor into it... Just because one person has a great experience doesn't change the big picture.>> You just can't help yourself, can you? It's clear to LP regulars that you have a single-minded agenda regarding WDW, Spirit. You can serve that agenda without these attempts at discrediting Mr X's personal reaction, informed observations, and happy memories. Your stated point of view is that bad service sometimes happens at WDW and that it shouldn't. I don't think any of us would disagree with that. The fact that someone reports a positive experience with WDW service doesn't invalidate your claim. When someone posts here that they were unhappy with service at WDW, you don't suggest to them that they were perhaps travel-lagged, that they had unreasonable expectations, or that they were otherwise overly crabby. Similarly, when someone posts that they had a positive service experience, you shouldn't dismiss it as a function of them being overly sentimental. If your point of view is valid, you'll be able to substantiate it with evidence. You don't need to attempt to bolster it by attacking reports that don't support it.
Originally Posted By RoadTrip <<My contention is that WDW has become very inconsistent. While X's experience seems to be pretty damn close to what it should be, that isn't what everyone is experiencing. And the amount of inconsistency and the amount of very bad guest service has increased to an unacceptable level.>> Please document that. Just because it is your opinion doesn't make it so. If you have hard numbers from surveys or whatever, cough them up. If you don't... well it is as I expected.
Originally Posted By Spirit of 74 <<You just can't help yourself, can you?>> I can't help myself, I love you and nobody else ... Motown ... great stuff ... <<It's clear to LP regulars that you have a single-minded agenda regarding WDW, Spirit.>> I don't like to think of myself as a single-minded Spirit, but an open one, I-57. As to any 'agenda' as far as WDW, I've stated it countless times. I make no secret and, certainly, no apologies for it. My agenda is simple: to see WDW live up to the amazing Disney Legacy as well as its well-earned reputation for creating true magical visits for its guests. No more, no less. <<You can serve that agenda without these attempts at discrediting Mr X's personal reaction, informed observations, and happy memories.>> I did none of the above. I respect Mr. X greatly and wouldn't do so. I think you read into my post things that weren't intended. <<Your stated point of view is that bad service sometimes happens at WDW and that it shouldn't. I don't think any of us would disagree with that.>> I think some people would apologize for it and make excuses for it. You may not ... the majority here certainly couldn't ... but many people do. I have't quite figured out what (in life in general) so many abused spirits want to defend the action's of 'the man.' (I know, philosophical, but the LaughingPlace can often be the ThinkingPlace too!) <<The fact that someone reports a positive experience with WDW service doesn't invalidate your claim.>> Of course it doesn't. I never said or insinuated otherwise. You do realize I enjoy the place? A lot? <<When someone posts here that they were unhappy with service at WDW, you don't suggest to them that they were perhaps travel-lagged, that they had unreasonable expectations, or that they were otherwise overly crabby.>> That's not true. Every situation is different. If someone has what I believe legit complaints, I tell them so ... if they don't, I do likewise. <<Similarly, when someone posts that they had a positive service experience, you shouldn't dismiss it as a function of them being overly sentimental.>> You're ascribing what you believe to be my intentions/opinions. I suggested it because it is possible ... I myself have been guilty of it. It's part of being human. <<If your point of view is valid, you'll be able to substantiate it with evidence. You don't need to attempt to bolster it by attacking reports that don't support it.>> C'mon, I-57, we've been playing nice, bud. I don't want to end what has been a lousy 2007 by arguing with you. But I didn't attack Mr. X, believe me. And I am very happy he had a great time as I hope to do next month myself. Happy New Year, I-57!
Originally Posted By Spirit of 74 <<Please document that. Just because it is your opinion doesn't make it so. If you have hard numbers from surveys or whatever, cough them up. If you don't... well it is as I expected.>> Please Trippy, come down off your high igloo. (BTW, it is supposed to barely get out of the 40s in Central Fla Wednesday and Thursday ... that's very cold!) I have no hard numbers on this. And surveys say what the people behind them want the folks backing them want them to. I've never seen a true scientific study commissioned by Disney on anything. I make the above statement based on my experiences (everything from godawful to incredible) ... from speaking to many people from casual visitors to Disney lovers to people at many levels of the company itself ... and even from simply reading what people write here ... you read many great reports, many lousy ones and loads in between. If that isn't the living embodiment of inconsistency, I don't know what is.
