Has Disney changed its focus on the Guest?

[manning]

Disney guest service is not "premier"...it is overall not as good as it was 20 years ago...nowhere near what it was 40 years ago...

The reason is that good guest service COSTS MONEY...and they are able to skirt that and not pay based in the structure of their operation and still "get by".

However...I do have to agree that the further explanation from the OP changes the whole tone of the discussion. Respectfully, Disney has no way to accommodate that type of situation efficiently or even effectively. Short of checking you in remotely a day early - there is no way to have a "rest area" available for the needs. And that is 100% an opinion born from Disney resort operations experience.

Hear! hear!

 

[xipotec]

WDW is in a down swing in my opinion.....labor cutbacks, aging parks and local competition are hurting the parks.

The recession panic affected WDW management the same way it affected all other service businesses.....hire less, expect employees to do more for the same pay (or less). This led to loss of talented people and hiring of anyone who will work for the pay and deal with the abuse that is inherent to CS work.

UNFORTUNATELY, this method of management is now the norm...and upper management is scratching its head as to why guest satisfaction is slipping and attendance is down. They will continue down this path until they realize the investment in services and quality employees with full time employments and benefits is the proper way to manage a high customer service based location.

You cannot expect to charge top dollar prices and get mediocre services......

Its a shame because WDW used to be the model for CS based management approach. My company emulated them 10 years ago, and they seem to be making the exact same mistakes and react to the same problems , and are surprised by the same results.

 

[toonaspie]

I wouldnt be surprised if an over-reliance on College Program employees was at play here (which I would know from first hand experience). Imagine having to train them on the MDE and magicband process given how it's constantly being altered and changed.

 

[wilkeliza]

I wouldnt be surprised if an over-reliance on College Program employees was at play here (which I would know from first hand experience). Imagine having to train them on the MDE and magicband process given how it's constantly being altered and changed.

I was a CP when it was launched and the younger workers are the ones that pick it up faster. We know technology better then we know ourselves sometimes so it is easier for us to grasp the idea through a memo. I don't think it is the CPs who can't figure it out and explain it.

 

[rteetz]

I was a CP when it was launched and the younger workers are the ones that pick it up faster. We know technology better then we know ourselves sometimes so it is easier for us to grasp the idea through a memo. I don't think it is the CPs who can't figure it out and explain it.

This I agree with. I'd imagine it's much easier to train the younger employees how to use MDE and the tech than it is to teach the older employees.

 

[Nancyg56]

I, too, have been going since around that time and I, too, have too many trips under my belt to count (and I've lived in Saudi Arabia as well). I agree with you to a point. MDE is probably one of the worst systems around, barring any government database, ever tried filing your employer state taxes on line? Ever tried calling and asked for help when it didn't work. Your conversation with Disney would be like a walk in the park compared to some of the ones I've had about those databases, and to add insult to injury, you don't have a choice as to whether you use them, you have to. I digress. I think part of it might have to do with the age of the person you are talking to, a little more mature person (in my experience and there are exceptions) tends to try to be a tad more helpful than a younger person. It comes with experience. I don't buy into the job cuts and big bad corporation not caring and only out for money, trend on the boards. Yes, Disney is a big, huge, for profit organization and yes, there is most likely some disconnect between the upper and lower tiers of employees. I don't think they are purposely trying to turn people away, why would they? Possibly they got bigger than the good ole days we remember and are just having issues trying to train the masses that they now employ. I will say that I've encountered more front line CMs who are pleasant and try to help than those who don't give a flying flip. I'll also say I try to never call if I can avoid it, as you said, the people on the phone don't seem as interested in helping as those you look in the eye. I've noticed a lack of customer service everywhere when making phone calls, don't even try to call the phone company or the cable company, you might end up throwing breakable objects.

I have to make called to specific government agencies weekly and deal with them daily. My head hurts. A lot. DIsney is a cake walk in comparison.

I agree that Disney as a company needs to boost their technology if they want us to continue to use it. That website is a mack daddy of a disaster, IMO>

Off-loading call centers to off-site non-disney employees was a conscious corporate decision designed more than likely to save money. As a stockholder I appreciate that aspect of corporate thinking, however, I still think that the guest should be treated as their number one asset.

The fact that not everyone, guests and cast members alike, are given the same information, and guests are not treated as if they were the only person in the world anymore, is disheartening. It won't change the fact that I still do love Disney. And I do love planning Disney trips.

It's just put too much reality back into place of the magic that used to be.

I was a QA Analyst in a big call center that that took work outsourced from other companies. We were good at it. There is no reason that Disney has such dysfunctional information handed out to their reps. Not one other than apathy on managements part. They just don't care. Our metrics often were much higher than the mother company on any given area during a call, and that was because we shared information, monitored them, and then coached any areas in which incorrect information was shared. I think that the cost of Disney calls are high because ther eis no such thing as first call resolution, and that survey at the end does not ask the pivotal question: Will you call back to verify that you receive the same answer to your question, and if so, how many times will you call on this same issue?

 

[Laz]

WDW is in a down swing in my opinion.....labor cutbacks, aging parks and local competition are hurting the parks.

The recession panic affected WDW management the same way it affected all other service businesses.....hire less, expect employees to do more for the same pay (or less). This led to loss of talented people and hiring of anyone who will work for the pay and deal with the abuse that is inherent to CS work.

UNFORTUNATELY, this method of management is now the norm...and upper management is scratching its head as to why guest satisfaction is slipping and attendance is down. They will continue down this path until they realize the investment in services and quality employees with full time employments and benefits is the proper way to manage a high customer service based location.

You cannot expect to charge top dollar prices and get mediocre services......

Its a shame because WDW used to be the model for CS based management approach. My company emulated them 10 years ago, and they seem to be making the exact same mistakes and react to the same problems , and are surprised by the same results.

I was riding a shuttle form an airport back to an off site parking area. I was riding with a family who was returning from their first trip to WDW. The family was covered with smiles and carrying many souvenirs. The 8 year old boy could not stop telling all of us how much fun he had. They reminded me of when we took our daughter on her first WDW trip back in the 90s. We are now disappointed in the current situation at WDW, and instead go to DLR. We don't buy many souvenirs, and we have learned how to save money on a Disney vacation. However, I don't think WDW is interested in my satisfaction and money. I wonder if WDW management actually on the right path, targeting and satisfying the young families and other first time visitors who will spend the money? Attendance may be down, but it is not about satisfying the masses. It may be about satisfying specific target markets.

 

[ktlm]

We have gone to WDW every year for the last 9 years, and before that went about once every 3 years or so dating back to my childhood. When people first started really complaining, we didn't notice or feel it. This year and last year we have definitely felt like Disney no longer really cares about its guests and that it is only about the dollar (and not about keeping the full Disney experience and magic for the guests so you get those return dollars over and over and keep people totally enamored with Disney and buying stuff all year). This year in particular, things felt very understaffed in several areas. It was definitely a change and definitely felt by us. We found plenty of totally Disney wonderful CMs-- but when they are understaffed there is only so much they can do--- and we did also find a couple of poorly trained (as in I heard them giving people clearly wrong information) or non-Disney attitude CMs. I would say the problem was far more in little cutbacks of things which made Disney special and understaffing- than in the quality of the staff which we still found for the most part exceptional. As far as the phone service, in the past couple of years- it is hit and miss. I have definitely gotten phone CMs who had no clue, or who were not helpful or inclined to be helpful at all-- but I have also gotten some terrific phone CMs. I have found that any time I get a non-Disney phone CM- then I just say goodbye and hang up and call back-- more often than not when I call back I get someone that is helpful or who can at least transfer me to someone else who might be helpful. I agree with Laz that it feels like Disney is targeting young families and first time visitors and is being short-sided in how to keep that magic at full speed to keep their return guests coming back and spending money consistently. I also think that all the FP+ and MDE puts off some first time visitors though. I know of at least 3 families that tried to plan a first WDW trip, and ultimately just threw up their hands and went somewhere else because it was too overwhelming.

 

[lockedoutlogic]

I was a CP when it was launched and the younger workers are the ones that pick it up faster. We know technology better then we know ourselves sometimes so it is easier for us to grasp the idea through a memo. I don't think it is the CPs who can't figure it out and explain it.

Unfortunately college program is designed specifically to be 100% disposable labor. So therein lies another problem.

 

[Josh Hendy]

... it feels like Disney is targeting young families and first time visitors
... I also think that all the FP+ and MDE puts off some first time visitors though. I know of at least 3 families that tried to plan a first WDW trip, and ultimately just threw up their hands and went somewhere else because it was too overwhelming.

Their spreadsheets told them how much more first timers spend on souvenirs as compared to veterans and locals and how many staff they could lay off by rationing rides ... but they didn't tell them how many baffled newbs would never book a trip at all.

If Disney execs actually had to book a vacation on the phone or web and shepherd their families through FP+ and dinner rezzies and so on ... how different would the parks be?

 

[DrunkJam]

Their spreadsheets told them how much more first timers spend on souvenirs as compared to veterans and locals and how many staff they could lay off by rationing rides ... but they didn't tell them how many baffled newbs would never book a trip at all.

If Disney execs actually had to book a vacation on the phone or web and shepherd their families through FP+ and dinner rezzies and so on ... how different would the parks be?

Definitely this.
I am really not enjoying planning this trip. Last trip was bad enough with the 180 day ADRs, and the uncertainties. Now, I also have to download and get used to MDE, AND choose what rides I want two months before I go. AND manage the expectations of small children, and, somehow have an actual holiday as well.
If I didn't have a very special reason for this trip needing to be to WDW, I would no question prefer to go somewhere else.
I can only hope that when we get there it is better than this. And a vague hope of there being the magic that helped my son engage with things he really couldn't at home, when we were there last time and it taught him to enjoy christmas.

 

[jade1]

Unfortunately college program is designed specifically to be 100% disposable labor. So therein lies another problem.

Yep, and CP with younger is likely better for technology (and recession proofing), but most have minimal knowledge about the parks IMO.

 

[lockedoutlogic]

That's why I say: "never trust a spreadsheet that doesn't buy you dinner first"

On a side note: I'm currently in Disneyland after many years...and the place is just better...it's hard to quantify exactly why.

 

[jade1]

That's why I say: "never trust a spreadsheet that doesn't buy you dinner first"

On a side note: I'm currently in Disneyland after many years...and the place is just better...it's hard to quantify exactly why.

Fun. Did DL a couple years ago-very impressed. Enjoy.

 

[Keels]

That's why I say: "never trust a spreadsheet that doesn't buy you dinner first"

On a side note: I'm currently in Disneyland after many years...and the place is just better...it's hard to quantify exactly why.

I definitely lean towards enjoying Disneyland more than WDW these days, but it's pretty easy for me to quantify.

1. Not having to rely on WDW's poorly organized bussing/transportation system to get around. If I'm at Disneyland and have an ADR at DCA, I know EXACTLY how many minutes it will take me to get there. None of this setting aside 90 minutes for transportation unless I drive myself.

2. I find the food offerings at Disneyland across the board to be head and shoulders above WDW. So many more fresh flavors at the QS places.

Paper FP vs. FP+ is a wash for me - see positives in both options. I do wish DL offered MagicBands, though they were utilizing scanning of the barcode on the App for park entry as well as on-demand FPs for AP Holders when I was there in September.

 

[rteetz]

On a side note: I'm currently in Disneyland after many years...and the place is just better...it's hard to quantify exactly why.

I am sure many would argue it always has been.

 

[mcd2745]

I think there are so many things that are contributing factors in all of this. And for each person, one or two of those factors on their own may not add up to much and/or make any real difference. But all of them together, and you're eventually going to come across the one or two that could leave a bit of a bitter taste in your mouth.

One factor, is human nature. I think at some point for almost everyone, the law of diminishing returns will always kick in. For some it could happen by the 3rd or 4th trip...others maybe not until the 20th or so. But it does kick in eventually, and you'll notice many more "negative" things (some because you are looking for them at this point, some simply because repeated trips you keep providing yourself with more and more opportunities to notice such things).

Of course the corporate decisions contribute the most factors - and the full list is too long to touch on them all (and many have been discussed already anyway). Ultimately, it seems like CMs are simply not encouraged to and/or are not empowered with the ability to go "above and beyond". The training simply isn't where it needs to be.

Also to be somewhat fair, even though this isn't meant to defend Disney in any way however, but the incredible growth in attendance over the last number of years (a function of truly global factors) would present tremendous challenges for any company. Particularly with the explosion of international visitors. This is really where that "blessing/curse" of the tremendous expectations of great service becomes the curse part.

 

[DisFanDad]

I also think that all the FP+ and MDE puts off some first time visitors though. I know of at least 3 families that tried to plan a first WDW trip, and ultimately just threw up their hands and went somewhere else because it was too overwhelming.

I know of two families that did the same thing, one ended up going to universal, the other went to a resort.

I also know a couple families that have gone for their first trip after FP+ and MDE and have had a great time (though neither appears to want to be return guests, they just looked at it like a once in a lifetime type trip).

But I don't think Disney can afford to (or at least shouldn't) be eliminating families right off the bat because of their planning system.

That being said, I am fairly fond of MDE and FP+, I liked the old FP more, but I can still make FP+ work for me.

 

[DisFanDad]

Definitely this.
I am really not enjoying planning this trip. Last trip was bad enough with the 180 day ADRs, and the uncertainties. Now, I also have to download and get used to MDE, AND choose what rides I want two months before I go. AND manage the expectations of small children, and, somehow have an actual holiday as well.
If I didn't have a very special reason for this trip needing to be to WDW, I would no question prefer to go somewhere else.
I can only hope that when we get there it is better than this. And a vague hope of there being the magic that helped my son engage with things he really couldn't at home, when we were there last time and it taught him to enjoy christmas.

I THINK, think, for the most part it IS better once you are there. We have seen some of the downsides of FP+ and MDE when we were there, especially when things change on the fly. But in general I think the trip still, to some extent, wipes out the memory of how much more difficult and time consuming the planning is. But, yea, I think (and hope for you) the trip is still much better than the planning is. Maybe even more so now

 

[edlav]

I also have seen Disney go from being customer friendly to take it or leave it. I think it is more a smaller hiring pool than a company policy. I have been going since the 70's when the CMs where always sincerely happy to see you and very accommodating. You never talked to anyone that did not try their best to make your visit memorable. Lately it seems that there are more CMs that take it as an inconvenience to assist you. That is not to say that there aren't CMs that can brighten your day with their exuberance and pride in being a Disney CM. This is a management problem for not pushing a customer first policy. Disney is not the only place that this is happening but they held themselves to a higher standard so they had a larger fall.