There have been books written about it. Companies send employees to study it and implement it. Trainers use it as an example (yes, I was one of those that did) and basis to teach it. Guests come to expect it. Disney has the reputation for doing it better that perhaps anyone. It is Guest (Customer) service and it is another reason why I return to Disney.
Defining “it” can be difficult because when done right, this level of service envelopes you in your visit. It is made up of little moments and big, some barely noticeable and others as grand as it can get. I think the best way for me to describe it is to share a story demonstrating it – as good as it gets.We live in Houston, TX and were in September, 2008 we were in the direct path of Hurricane Ike.
On September 16, after a few days without power and with schools closed for at least a few more days, we decided to pack up escape the real world, find some air conditioning and ice. What better place to do that than Disney World?We drove through the night, making our resort reservations along the way.
After checking in, we started to have car troubles and our car had to be towed to the Disney Car Care Center for an evaluation. Additionally, I broke a filling off my tooth during the drive. Not a great start to a vacation.
The next morning, still a bit tired, we went to Disney’s Hollywood Studios. While waiting to visit our favorite attraction, The Animator’s Studio, we received a phone call telling us that our Generator had been stolen from our house. Then another call informed us that repairs on our car would cost $1140.
Feeling and looking somewhat defeated, a cast member named Richard overheard us talking and asked what was wrong. My wife told Richard of our less than magical few days and he was kind enough to listen.That is really what we needed, someone to just vent to and understand. Richard, however, did more than listen.
He asked which character we wished to draw in the studio that day. We picked Stitch and he arranged for that to happen. This brightened our day but as we found out soon, Richard had done a bit more than we knew.