Originally Posted By usmclass Well, as we all know, the mouse wants your money! However, CORPORATE keeps listening to "experts" and "marketing specialists" instead of the hard-core Disney fans. If they would just make it possible for us to give them solid imput on what WE want to see, the lesser fans would most likely embrace our choices as well. And even if they didn't, Disney will always have a lesser line of products available to snag the lessers. But the REAL bucks come from Disney ADDICTS, like me.... and most of us who are posting here.
Originally Posted By Kala Usmclass - I lived in AK for 20 yrs. Adak for the most of the time and I know exactly what you mean by catalog shopping. We hated it, but it was the only way we could shop since our main store was the PX! I sympathize with you, and being the only store in AK, I'm really surprised they closed it! I'm sure they were making the money, and if anything they should have moved the store to another mall location. Closing it doesn't make sense! Anyhow I used to love going to the Disney store, well I still do, but we rarely buy anything because it has become a baby/toddler gap type store. I've asked the CM's what the chances were at going back to carrying adult items and they told me that the store does better just carrying kids stuff. The store that has adult merchandise is at another mall and the items are very limited. Very sad. I loved the store that had a themed food counter at the store that seems cool.
Originally Posted By WDWFN APPLAUSE, APPLAUSE, APPLAUSE! This was a WONDERFUL article! Being an ex-CM and Lead at TDS in Manchester, NH (1996-2000), I saw a LOT of changes; the most drastic of which was the DECLINE of Guest Service. Right behind that was the lack of "standards" (i.e., "Cinderella duties", maintenance of the store) and then lack of collectibles and animation. I found it very disheartening not to be able to provide the "Traditions Guest Service" I was taught for 3 days when first initiated into TDS; that was the MAIN reason I was there -- to help people and to provide as much information as possible not only in regard to PRODUCT but also regarding the WDW and DL resorts. (I figured if I couldn't be working there, I could at least VISIT as often as possible and provide Guests with information.) Unfortunately, things took a drastic turn in 1998-1999 when "new ideas" took over and Guest Service and standards were basically obliterated. I DO hope someone at WDC opens their eyes and brings back some of the old standards/ideas. We lost a LOT of CMs because the company changed ... we weren't there for the $, that's for SURE -- we were there to Guest Service, have fun and provide a safe and clean atmosphere for families. What ever happened to "KISS"? It WAS WORKING MICHAEL ... but you grew too far/too fast! Time to get the ducks in a row; bring back the old standards, give the CMs a REASON to be there beyond the almighty $$$ ... !!!
Originally Posted By jarrethastings This is a very interesting topic for me as a current TDS cast member. I agree that there is a lot less focus on the show and the magic as I remember when I was younger. I try my best to keep that magic with the guests I deal with, as do a few other people in my store, who have been there a long time. Unfortunately, a lot of the new kids have been coming in and not getting that Disney magic, sure, they love Eeyore or Mickey, but they don't have that certain something. I have intervened many times when I hear an exchange between a guest and a CM where the CM is making a mistake. At one time I overheard someone ask if we had anything for Aurora, she said no, after having put a Sleeping Beauthy doll on the shelf. I thought that was very sad. I do hope things get better for TDS. I love Disney and since I'm not close to the parks, close enough to work anyway, I like being a small part of the big picture. If I can do a little bit for Disney, I feel good.
Originally Posted By usmclass I would LOVE to do a little bit for Disney...especially DisneyLAND. Unfortunatly Disney seems determined to shoot itself in the foot... or maybe quite a bit higher (blush). They ahve forgotten the good old days of Disney Superiority. The dont follow the program like they did when they were featured in the book IN SEARCH OF EXCELLENCE, which detiled how THE 3 top customer service corporations in the WORLD managed to be so. It was DIsney, Herbalife (really) and McDonalds. Today Disney and Mcdonalds could not get a mention in the footnotes of such a book! They are more interested in cutting corners to increase "the bottom line" and both companies are finding out that they have CUT THE BOTTOM LINE AS WELL! I once had a friend, a fellow Marine, who went fishing at MEridian Miss. A big worry there was snakes, so many folks carried guns with them when fishing. As he passd under an overhanging tree in his little boat a Water Moccassin dropped into the boat with him! His reaction was to immediatly take his shotgun up and shoot the snake several times....REALLY! Obviously, the darn boat sank and he had to wade back! Disney is reacting to things in much the same manner. Lets cut hours,BEnnies, training, maintaince, film quality, AND THEN try to put a major Theme park in every spot on the globe! WAlt had it right, "give the guest everything that you can to make them happy" and the money will keep rolling in. But these days I am told by many CMs I have contact with that even mentioning Walt's name in such a way is the fastest way to get fired! Until such attitudes change, disney is destined to decline.
Originally Posted By leemac <<Living in South Jersey, I have 3 Disney Stores within short driving distance: Cherry Hill Mall, Deptford Mall, and Echelon Mall.>> There is a very good reason for that. NJ residents spend more on Disney per person than any other state, even Florida and CA. There is a huge Disney Vacation Club membership up there and the gallery stores always performed well, as it seems those in Jersey love their collectibles. The Walt Disney Classics Collection has more members in NJ than any other too. Whenever we visit the Classics Convention there are always lots of people from NJ and NY.
Originally Posted By mrichmondj >>WAlt had it right, "give the guest everything that you can to make them happy" and the money will keep rolling in.<< Walt did have it right. But Walt also wasn't competing with Wal-Mart. The American consumer has spoken quite loudly at the cash register -- they want cheaper, not better. The Disney Stores were built to serve a mass audience, not a niche. Now that the masses have stopped shopping at the mall, and are migrating to the suburban shopping center, the business climate becomes more and more difficult for specialty retailers. There are lots of quality retailers closing their doors because the American consumer is choosing Wal-Mart pricing over quality goods and services.
Originally Posted By jimwfly As a former TDS CM, I too worked in the days when the Guest experience was everything. And while our local (remaining) store still seems to have at least friendly CMs, there are no Greeters, and the merchandise generally is nothing of interest. I'd have to disagree with you about Pressler, however. I think he ruined it by focusing on the almighty dollar. Main Street USA became nothing but one long plush store under his watch. I'm happy to see him go.
Originally Posted By usmclass Me too! Pressler was a person experienced in Hotels....not theme parks or other Disney related subjects. AS a result, he had no connection to "Walts Vision." The new crew needs to read IN SEARCH OF EXCELLENCE and embrace the way thngs were done back then. Pressler was one of the worst things to happen to Disney....do I too am glad he has moved on.
Originally Posted By leemac <<I'd have to disagree with you about Pressler, however. I think he ruined it by focusing on the almighty dollar. Main Street USA became nothing but one long plush store under his watch. I'm happy to see him go.>> To be fair though, Paul had left to become President of Disneyland long before the current change. He was at Parks and Resorts for around 8 years and so I personally think that the decline began long after he left for pastures new. TDS just has not been able to find a direction since his departure.
Originally Posted By Schmitty Good Vibes Um, I just wanted to see if I could help make some of the above clear. Pressler was brilliant as head of TDS. The glory days of TDS was under his watch, and that's why he was promoted to head of DLR. Oops! Bad move. Because his great retail skills didn't translate to great theme park skills. Of course, DL started out making increased profits under his watch, but much of that had to do with reducing staff, services, maintenance, attractions, etc. But he brought a profit to the parent company. Then he was one of the premier planners of a new theme park in Anaheim known as DCA [time to insert DCA sucks]. No, I don't think DCA sucks. I enjoy it a lot (nowhere near as much as DL, thank goodness for AP's or I'd never get to ride Screamin' and Soarin'), but it is clear to me that it was designed around it's retail outlets. Don't blame Pressler. He did a darn good job with TDS, he brought great profits in from DL, and given those profits, he was allowed a lot of influence on the design of DCA. But a lot of the magic was lost, letting a highly skilled shopkeeper have so much influence over the theme parks - and at the same time turning TDS over to those less skilled. I'd blame those that promoted him. Hopefully a few lessons have been learned.
Originally Posted By tinkerbell54 Great article. I agree with some of your other posters, The Disney Store needs more for adult consumers. Our local stores stock is probably 95% child related and 5% for adults. I was in the local store today and they are selling the music series pins and the christmas pins for $1.80 Canadian and the blue packages of pins are 80 cents. I'm not a pin collector but this is a substantial drop from the $7.99 price printed on the packaging (Canadian). Most of the store seemed to be in a state of clearance, the stock doesn't seem to be selling as well as in the past when a select few items were on special. It seems obvious that the people in charge of marketing should be making some changes. Maybe if they targeted all ages like they used to, they would see a better bottom line.
Originally Posted By usmclass GEEEZ Tink! At that price, scoop them up and put them on ebay!! I say again, reopen anchorage store, bring back the high-end adult collectibles, and add a LAYAWAY policy! I spend a LOT of money (that I usually dont have) at TDS.... but NEVER at the S. Calif stores.
Originally Posted By codfish120 I agree that some of the Magic is gone from the stores. I enjoy going to the Paradise Valley Mall Store in Phoenix AZ. They still greet you and some of the cast members know me and we laugh and talk about the movies and parks etc. I wish they would have more character visits I know that the time PV Mall at the 40th Anniversay Tour the mall was packed and I was thrilled. I think we Disney Fans need to keep the magic going and reawaken the cast members. My feeling is that with what is going on in the real world today we need to believe in faith hope and trust and a little pixie dust.
