Originally Posted By ssWEDguy I have to admit -- I have gotten used to Disney service. While at WDW and DL I have grown to appreciate what it's like to be treated well, with respect, with enthusiasm, with genuine interest both on and offstage. Disney has placed the general service bar so much higher than most everywhere else that it really stands out when you get "just ok service" elsewhere. Let alone when you get poor service elsewhere -- which is more common. There are those who would say that the level of service used to be higher, and should be like that again. Wow. Wouldn't that be even more wonderful? Disney service is not unrealistic. I think it's a model for what you wish the rest of the world was like more often. Why shouldn't the rest of the world try to measure up? It really isn't that hard. It mostly takes people who just care. So it's almost a bad thing. I've gotten to the point that naturally expect it, so that when I don't get it out in the real world, I'm quite disappointed. Thank you, Disney.
Originally Posted By TDLFAN >>I have to admit -- I have gotten used to Disney service. While at WDW and DL I have grown to appreciate what it's like to be treated well, with respect, with enthusiasm, with genuine interest both on and offstage.<< OMG!! Someone get this boy out to TDR so he can REALLY appreciate and be dumbstruck by what is concider Disney's best service and most gracious CMs on Earth. Make WDW's CM look quite bad in comparison.
Originally Posted By ssWEDguy >> Someone get this boy out to TDR << I have no doubt you are correct in what you're saying here. I was in Tokyo for a few days on business many years back and was extremeley impressed by the service level given by the Japanese at large. Even cab rides. I can only imagine how much better it must be at TDL. We have grown to expect a lower level of service in this country as "the norm." I don't like that definition of the norm. Visit WalMart and observe. As nice as the greeters are and how much the in-store people try to be, overall it's still the pits. As a CM visiting their store, I pick up more casual trash than their employees do. People from Japan visiting over here must be "intrigued" by the difference in general service levels between their home and the U.S.
Originally Posted By DVC_dad READ THIS... ITS WORTH IT ! I brought my family to DL/DCA in OCT of 01 just after 9/11. We were eating lunch in what was then the ABC TV restaurant of some kind, can't remember the name, but it was like sittin in the set of a saop opera. Sitting in the same room with us was a table of what I later learned were Disney Ambassidors (not sure what kind of program this is, probably some kind of internship thing...anyway) Sitting with about 15 young adults were about 6 Disney executives. This crowd was eating when my family was seated. It was just the two tables, their loooong table and my little table. We all ate, and we finished about the same time as they did, and paid and were leaving the same time as they were. Upon exiting the restaurant, my son, now ten years old but at the time he was 4 or so, well he got sick right in the front door of the establishment. He barfed ok? Anyway, all these Disney people were already right there, saw the whole thing and it was like a catastophic emergency. They all sprang upon my son, Someone out of no where was instantly there with a damp towel cleaning him, another came running up with a brand new t-shirt that they had snatched out of a nearby store, two more were taking off his shoes and someone had new flip flops, while the door mat (my son's target area) was whisked away and a new one laid in its place. A beautiful young woman holding my arm telling me he will be just fine, a young hunk of a guy doing the same to my wife. All the while the whole fiasco was over in maybe 4 minutes flat, and we were hurried on our way like nothing had happened. Think of how embarassing this could have been for my family, standing in the front door of a eatery, my son covered in barf, and no one around to help. But no....we were at Disneyland! This was truly Disney's finest hour in my mind. Later, we received a call from a manager at the Grand Californian making sure my son was ok and please let him know if there is ANYTHING he could do. I'd like to see this story topped!
Originally Posted By dixielandings Something that has worked out great for my shy son is If he had a question I would send him to a cast member to ask his question It took a little coercing the first time but now he is a lot more willing to ask a question from any one and i give credit to WDW for helping him to learn to not be so shy around people
Originally Posted By vbdad55 ssWEDguy -- while yes I am one of those who says the overall serive used to be higher ( better yet let's say more consistent ) - when there were less parks to cover and CM to guest ratio was higher.........they still set a service industry standard that no one else comes close to, I absolutely agree. There are still some truly remarkable CM's and when you come across one of the best of the best, it is amazing. At Old Key West, many of the CM's there were there when we bought 11 + years ago. Some have been promoted... and they were great then and still are great today. So while overall it may have slipped in consistency a bit -- everything else has slipped far more..so it still stands out.
Originally Posted By Disney Luver 2005 i enjoy disneyland- but ive gotten some rotten service before disneyland needs new restaurants man
Originally Posted By smeeeko I really miss the Soap Opera Bistro.. having attractions for kids is great but I really miss having a casual sitdown restaurant that is also fun. Too bad they had to close it to stick the Playhouse Disney there. I took my out of town friends there and they all loved eating there. I told my best friend it closed and she was really sad about the whole thing. The food was good and she liked sitting in the sets.. our service was always good there too!
Originally Posted By Jim in Merced CA We recently went to San Francisco and stayed at The Argonaut hotel. <a href="http://www.argonauthotel.com/" target="_blank">http://www.argonauthotel.com/</a> Just superb. From the doorman when we arrived, to the front desk staff -- room service, concierge, security, even housekeeping, they were all outstanding. Friendly, knowledgeable, and really on top of things -- made us feel welcome from start to finish. The location is phenomenal. Overlooking San Francisco Bay and the Golden Gate Bridge, it's right on the West end of Pier 39, with a cable car stop right across the street, Ghirardelli chocolate factory about 50 yards away We even took our dog Monica with us -- she stayed in the room with us and everything. [really!] The Argonaut is totally dog-friendly and we saw many other families with their dogs in tow. Very cool. My point is that I thought 'this is Disney-level service.' But then, I thought, 'No, it's better.'
Originally Posted By LuvDatDisney I'm trying really hard to not turn this into a negative WDW thread, so all I'll say is if you think WDW offers great service now you really need to go back 20 years and see what they used to offer. And I would think most Japanese visitors to WDW would be shocked at the lack of service, upkeep and show quality on display daily.
Originally Posted By ssWEDguy >> if you think WDW offers great service now you really need to go back 20 years and see what they used to offer. << I believe you on this, though I was not able to experience it myself personally back then. My point though is that yes, maybe things used to be better. I strongly lament such losses. However, Disney is still head and shoulders above what most of the rest of the world is like, and on a daily basis. I very much notice that, and appreciate it. I hope it won't ever change. Walt wanted his parks and Epcot especially to serve as a working model for the world. Besides technology, I put general cleanliness and service as part of that model.
Originally Posted By Kennesaw Tom Absolutely untrue. I am at WDW right now and I can tell you the service I have been getting has not been top notch. For example, I am staying at POR and upon check in requested charging privileges on my room key. Later that day I tried to purchase some gift items from the General Store at the resort and they wanted a photo ID. I told them yes I have a photo ID but its back in my room safe and I could go back to get it (which I did). I was SO furious. Afterwards I was checking out of the food court and same thing I got photo IDed again. I asked the cast member ( who was definatley NOT having a magical day) what the purpose of having charging privleges on your room key if you have to present a photo ID? His responce was that "well we don't know if you dropped your key and someone else picked it up". I told him I would just assume use my American Express card with my photo ID on it. PS: The other members of my party think that the cast member in the General Store gave me poor service because of my fu manchu moustache. As far as this trip goes I have had better service at IHop, with a few exceptions. Here's an example. Yesterday morning my party ate breakfast at Boatwright's ( its the sit down restaurant at POR). We were seated immediately under the whale carcass of a boat near the reception station to the restaurant eating when a customer and his wife who were visably irrate demanded to speak to the manager. Two managers appeared and this guest just started yelling at them and visably rising hands. Most of the cast members and guests in the restaurant all watches expecting a fist fight to break out. That episode lasted for a good five minutes when the guest finally left. The managers walked up the stairs to the bar area to discusss the interchange when another middle ages couple presented themselves to the restaurant front desk and demanded to speak to the manager. They were not at irrate but obviously upset about something. I'm not sure whats going on but this does not happen during your typical a 20 minute breakfast. NOT GOOD.
Originally Posted By ssWEDguy >> Absolutely untrue << There's absolutely no such thing as "Absolutely untrue" anywhere. (Including my own statement here!) My points about Disney service are BY AND LARGEly true. I am comparing my experiences over many years of service inside Disney compared to many years of so-called service outside Disney. You can't get into comparing individual events. It's too easy to find some example where things weren't good. It's just as easy to find examples where things were. There are always exceptions, and you can get stiffed anywhere. In the "real world" you get stiffed more often (and almost regularly!) than at Disney.
Originally Posted By DVC_dad Hey Tom are you from Kennesaw Georgia? I lived in Kennesaw for 6 years and still live close by. Just curious.
Originally Posted By Jim in Merced CA <I am at WDW right now and I can tell you the service I have been getting has not been top notch.> Aren't you amped up on pain killers? Naturally, everything seems better.
Originally Posted By Jim in Merced CA ^^^strike that. Joke doesn't work, since poster didn't read original post.
Originally Posted By trekkeruss <<if you think WDW offers great service now you really need to go back 20 years and see what they used to offer>> If you go back 40 years, the people around them will tell you the service 20 years ago wasn't as good. Yes, I know WDW hasn't been around 40 years. My point is, everyone has "good ol' days syndrome" to one degree or another. <<I would think most Japanese visitors to WDW would be shocked at the lack of service, upkeep and show quality on display daily.>> I think they would apologize for not understanding how things work in America. I have many mixed thoughts in my head right now about "service." Seems to me there are different two issues under the veil of service. One is CM interactions with guests. The other is show, which generally means physical maintenance and operations. As for CM's on-stage, demeanor is important. I think those that complain about CM's in this regard is because of their looks. Young, fit, attractive people with big smiles will win out every time over old, fat, and morose employees. CM's have to deal with thousands of guests over the course of a day. Most of the time, everything is fine, but there are always instances where something goes wrong. How a CM handles those situations is tough. It could be it is something that was out of their hands, or perhaps they don't have the training or tools they need to fix the problem swiftly. Speed is key... the longer a guest waits to have their problem addressed, however real or imaginary it is, the worse the situation becomes. The other aspect of service is show. Everyone expects cleanliness. Personally, I haven't noticed the parks being any worse off. To those of you that say the parks are dirtier, I don't have an answer, other than that perhaps Disney doesn't have as many custodial CM's as they have had in the past... and that guests are becoming less responsible for their actions. Everyone wants and "expects" everything to be operational. Aside from rides, attractions and services that are down for refurbishment, it's seen as a drop in service when something is either removed or closed for budget reasons. When a restaurant in a park closes before the park does, that's seen as a drop in service. When a feature like package delivery to your room gives way to package delivery to your resort, that is seen as a drop in service. When an AA in an attraction isn't working and hasn't been removed for repair over an extended period of time, that's seen as a drop in service. Disney can "solve" all these issues with money; where that money comes from is another debate.
Originally Posted By DVC_dad trekeruss, as far as I am concerned, that's about all that needs to be said on the subject....what an excellent post! (IMHO)
