View Full Version : Delightful MS Experience!
03-07-2001, 03:09 PM
I had a wonderful experience with a DVC CM this afternoon. I had to change a rather complex reservation - an upcoming trip made with banked/current points from 2 different contracts all linked together in a 1BR and then adding a lock off studio for 1 week. I needed to cancel the lock off for a few nights (our guests couldn't stay the whole time).
While I was disconnected from my initial call, I redialed and again got right thru. Mackenzie was my CM and she cheerfully, enthusiastically and creatively helped me thru the whole process.
The reservation had to be unlinked- the unwanted studio removed from the reservation (by a manager- so the wait list couldn't grab the 1BR) and the whole reservation rescheduled and relinked together (this is a 2 week stay). Once the points were returned to my account, she noted that they had been points banked from a Sep use year- so she found another reservation (one of my office staff is going in Jun for 3 days) to reallocate the 30 points which were freed up. I was then able to bank the points which became available- otherwide I would have no way to use those 30 points before Sep 1. The entire process took almost 45 minutes. After giving me the confirmation #'s and banking #'s and recapping my point totals in all contracts, she asked if there was anything else she could help me with.
I asked to speak with her supervisor. A few minutes later her manager came on the line and asked how he could help. I told him what a delightful experience I had with Mackenzie and just wanted to let him know. He asked what she had done that was special and I related my experience and added that I could even "see her smile" through the process. He thanked me and said that my comments would be added to her record.
If you ever have an exceptional experience, don't hesitate to let someone know. Mackenzie seemed very pleased to help me all through the process....and even more excited when I asked her if I could make a compliment to her manager. :)
03-07-2001, 03:19 PM
That's what it's all about Doc. great idea to thank the CM and pass it on to the supervisor right then! I'm sure Mackensie will appreciate it. I've found that the Cms at MS are exceptional. They always seem to go out of their way to help. I have made airline ressies that involved 8 people, 2 different arrival dates, 4 credit cards and 6 frequent flyer accounts with the most cheerful and helpful CM. I'm going to ask for the supervisor the next time my MS CM is so helpful. Thanks for the suggestion!
(Really aching to be at OKW now that winter is lingering here in NY)
03-07-2001, 03:35 PM
Glad to hear things went well! A knowledgeable MS person makes everything so much nicer. Good idea Doc to let the supervisor know. I'm sure folks are quick to let them know when something isn't right.
03-07-2001, 04:04 PM
Thanks for sharing this info. I too, very recently complimented a great CM to the supervisor.
Her name was Holly and in dealing with points for our cruise, she was exceptional! She spent so much time with me and tried and tried several different options. We were misinformed from DCL about being able to convert an exsisting reservation to points and she spoke with every supervisor available.
The supervisor commented on how nice it was of me to do this, and that "yes, she was a ray of sunshine in their office".
03-07-2001, 06:46 PM
Good, Doc. We all need to give and get more pats on the back for a job well done!
03-07-2001, 09:47 PM
hi Doc: glad you had such a good experience. i,too, spoke to a supervisor a few months ago regarding a cm with a wonderfully positive attitude. he said that unfortunately most of his calls were complaints and only a few "good" ones. maybe we can spread a little pixie dust too.
I wonder if it is the same Holly that helped me the last time I called. She was fantastic! She hummed Disney tunes while she looked things up. She said it was her hold music. What a cheerful person. I think that I will call back and talk to a supervisor for her too. She was wonderful!
03-08-2001, 05:54 AM
Wish I read this post earlier. I just got off the phone with Hubert from MS. Although my change in reservation wasn't as complicated as yours he was very pleasant! I have had the opportunity to speak to him several times in my short time as a DVC member and I was sohappy to hear his voice this morning. I think I'll write a letter on his behalf since we are expecting another storm Friday and I've already packed our suitcases for our March 19 trip to WDW!!!
Next time, I will ask for a supervisor!!! Thanks Doc.
Off-site every year since 1985
PO '96, '97, '99
WL '94, '00
VB '97, '98, '00
DVC member '00 OKW
DxL '97, '01
Count me a member of the Mackenzie fan club! I just purchased in November, and the only 2 last-minute successes have been with Mackenzie. I have spoken to John, Hubert, Robin, Jane, Barbara, Jim, Carla, and Sharon(and probably a few others!)and Mackenzie has always been cheerful and helpful. Sharon, too, was pleasant, but I had no luck with my requests! I just got off the phone with MS, and was very excited to hear "This is Mackenzie, how may I help you?" And, of course, I was able to change my 1-bedroom ressie to a 2-bedroom at OKW...arriving this Sunday! :D
03-09-2001, 08:40 AM
We all seem very quick to complain when we have an unpleasnt encounter with a CM at MS but few of us think to compliment when a CM goes out of their way to help.Thanks for the reminder Doc.
03-09-2001, 09:56 AM
Doc, Thanks letting us know and for letting her supervisor know that she did a great a job. It is always nice to hear when someone is doing a great job and was properly thanked for it. Great story!!
Let me share my story with Mrs. Mackenzie. We enjoyed our 4days DCL cruise using points (first one but certainly not the last one), we had planned everything down to the minute and planned to spend a couple of days at WDW after the cruise. For that I made a room reservation in a non-wdw hotel that unfortunately did not meet our standards. So we quickly returned the keys room and started driving up and down in US192 for a place to stay. However, my DW quickly pointed out to me that on Thursdays MS stayed open a bit late, she quickly grab the cell and guess who answered to our distress call?. Mrs. Mackenzie! For some reason, she could not access the computer to check for availability at the moment but somehow she managed to grab us a studio at OKW (I guess she called directly). We immediately made a U-turn on US192 and headed to OKW. That got be the faster reservation ever done and expirienced first hand by one of the membership. When we got home I wrote and Thank You letter detailing every that happened and emphatizing that what she had done was deeply appreciated by us and sent it to her along with a Mickey Mouse Thank You card. Several days later I called MS to inquiried about it and I was told by her that not only my Thank You note was appreciatted (apparently not everyone send Thank You notes), but passed around to everyone to see it and that her manager had "commendated" her for that. I suppose my letter could be read again for her next employee evaluation.
03-09-2001, 05:58 PM
Thanks Doc for reminding us what we sometimes take for granted. It reminds me of how difficult it is to answer many of the surveys we get after our stays at any of the DVC resorts. The truthful answer is always my stay was "as expected", but then I know what to expect after 8 years. If I got the same kind of service at some non-Disney resort that was the same as Disney caliber, I would rate it "above my expectations", because I don't expect as much elsewhere. Disney has set the standard so high that sometimes we forget to appreciate it. Thanks for reminding us.
As to Fl's comments on the fastest reservation, I might have done them one better, so to speak. In 1993 we were staying at a so-so Hwy 192 hotel when I took the DVC tour. I knew right then we were ready to buy on the spot, that was very obvious, but I innocently asked if there was any way we could stay that night. Our CM immediately said "let me check", and came back shortly with a 1-BR we could have for 3-days. Basically, a reservation reserved for us before even purchasing. We signed the papers, went back to the hwy 192 hotel, got our stuff, back to OKW and checked in. Sitting there that night in our new unit, free tickets to the park in-hand, my only regret was I hadn't done it 3-days earlier, before I had used days on our previously purchased 5-day passports. My only regret now? That I hadn't purchased in 1991...... ;)
03-09-2001, 07:06 PM
I have never had anything less than excellent service from member's services. And it something that makes me even more proud about my membership in the DVC.
03-09-2001, 07:09 PM
I too recently had a terrific experience with a CM. Her name is Cassie and, while my reservation was not complicated at all, I could 'hear' the smile. I sent DVC an e-mail with my kudos. Most businesses only hear complaints. Not only do the specific employees benefit from customer compliments, but supervisors and managers ceratinly don't mind hearing something poistive for a change.
By suggesting that our "incident" was the faster ressies ever, we did not suggest to deviate from the main topic of the current thread. Our apoligies for that.
Such fast ressies were very common in the early days of DVC when the membership was about 5,000 members. We too joined back in '93 and enjoyed similar cases back then. But nowdays, with a membership of about +30,000 and close to a long weekend (it happened just before President's Day) *and* for OKW could be rather rare in my opinion.
We would like to add that in the future that if we found ourself in a similar situation when the CM goes beyond the line of duty of us, to send a Thank You letter or a Thank You card. They get really happy about that and is the best positive feedback they have from us. Just put yourself in their shoes and think about your next Performance Evaluation.
03-10-2001, 12:09 PM
Good job. I've always wondered why so many people seem to have all the time in the world to lodge a complaint when they receive poor service and no time at all when the service is outstanding. And then, they act surprised when they get poor service!
Doc, you've done a great service in reminding all of us to take the time to tell someone when things have gone way right! When we start trying to catch people doing good rather than to catch them doing bad, they're bound to do good more often!!!
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