Are you a guest or a customer?

[davale4]

There are two types of people who go to Disney World.

A) People who "get" it and are respectful to cast members, other guests, and the property grounds.

B) People who think Disney is just another amusement park and they're entitled to do whatever they want because they're "paying customers."

Absolutely agree!!! Could not have said it better .

 

[stantoneileen]

Why can't people just experience the magic of Disney !!

 

[itchin2go]

I have only encountered this CS problem once, but I think mine is an extreme example.

We were at Sommerfest, and I had grabbed some of our food and headed to the ONE open table, while my husband paid and got the rest of the food. I was, like ... 3 steps from the table, when I see out of the corner of my eye, these two little boys overtaking me. They dashed past me, and sat in the chairs really quickly. By that point, I was at the table, and just .... baffled. Their mom was in line to order food for them, and saw the whole thing. I have to believe she told them to run and grab the table, or she would have corrected their behavior.

We went outside and leaned against the stone wall while we ate. I watched them sit at that table with no food for what seemed like forever. We were done with our food before the mom ever showed up at the table with their food. Everything would have worked out fine if they had just left well enough alone. Still burns me up to this day.

I know things can get kind of "dog eat dog", but geez, this was January.

 

[shepd]

1) I simply do not understand why people must take an empty table.
2) Folks need to get their food FIRST, THEN get a table.
3) It has been proven several times *
. . . this is more efficient than looking for an empty table and grabbing it
. . . more people get served per hour
. . . seating is easier

* Disney has done their own studies. Plus, from a strict Industrial Engineering
timestudy standpoint, it is better for the guest/customer. (I am a graduate
Industrial Engineer.)


NOTE: As to the OP's post, I regard myself as a CUSTOMER. A customer can
and should demand the best service and product at a reasonable/fair price. A
GUEST usually takes what the host gives them without complaint. I would rather
complain and get better service than accept substandard service/goods.

Efficiency and customer satisfaction are often diametrically opposed things. Example: The Walmarts in my area all decided to implement the idea of one lineup with 10 cash registers at the end of it. Efficiency-wise, it makes sense. The rules for that line are 12 items or fewer. The line moves so fast I've never spent more than 2 minutes in it.

Customer satisfaction wise, it's a disaster. Since they now have to have most of the staff at those cash registers, only one is open for people with more than 12 items. The lineup there is, on average, 45 minutes (timed it a few times). Twice now I've dumped frozen items before buying them because they've become a soggy mess, and skipped back to the freezer to get something that hasn't been ruined from the wait.

The same can be said about a tables last policy. It benefits smaller groups significantly at the expense of upsetting larger groups who will avoid the restaurant as they (rightly) are certain there won't be seating for them by the time they arrive to eat.

From a money standpoint, one has to consider the cost of spoilage (customers with melted food, and customers with cold food asking for new hot food), the cost of turnaways (customers who won't wait 45 minutes and shop elsewhere--those abandoned carts also contribute to spoilage, and customers who don't feel secure their family will find a seat), and the average price of those turnaways (turning away customers with a full cart, turning away a 1 or 2 person party vs. turning away a Brazilian tour group).

IMHO, income is the intelligent goal here, not efficiency. I'm certain Disney carefully plans it out. Or maybe not, sometimes sense goes out the window when things get stupid (At that same Walmart I have watched every single week customers spend 10 minutes in heated arguments with the manager, then the manager just leaves and doesn't open a register... sigh...)

 

[Crl1817]

There are two types of people who go to Disney World.

A) People who "get" it and are respectful to cast members, other guests, and the property grounds.

B) People who think Disney is just another amusement park and they're entitled to do whatever they want because they're "paying customers."

And by A you must mean people who are oh so polite they would never imply that someone who disagrees with them is riff riff who doesn't belong at the exalted kingdom where the meanings of words are magically altered along with the cultural norms of the country in which it is located.

Well, bless your heart.

 

[maxiesmom]

And by A you must mean people who are oh so polite they would never imply that someone who disagrees with them is riff riff who doesn't belong at the exalted kingdom where the meanings of words are magically altered along with the cultural norms of the country in which it is located.

Well, bless your heart.

It doesn't matter what the "cultural norm" is as long as you follow Disney's rules while you are on their property.

If someone doesn't like the rules and decides that venting their spleen on some poor CM, or flat on saying they are not going to follow the rules, is the way to make themselves feel better, than they are riff raff.

 

[BuzzinDownToDisney]

Why can't people just experience the magic of Disney !!

Magic of Disney Fast Passes are generally all gone by 10am, lol

 

[Tonyz]

And by A you must mean people who are oh so polite they would never imply that someone who disagrees with them is riff riff who doesn't belong at the exalted kingdom where the meanings of words are magically altered along with the cultural norms of the country in which it is located.

Well, bless your heart.

Did you just turn my post into me bashing foreign visitors or something??

That's not what I was talking about in the slightest.

 

[Crl1817]

It doesn't matter what the "cultural norm" is as long as you follow Disney's rules while you are on their property.

If someone doesn't like the rules and decides that venting their spleen on some poor CM, or flat on saying they are not going to follow the rules, is the way to make themselves feel better, than they are riff raff.

But I never, never said I wouldn't follow the rules. I actually said I would follow the rules, which are apparently that people are allowed to hold tables most of the time. And I said I would not argue with a CM about the issue if they disallowed sitting without food. But apparently sitting at a table without food, even when allowed by disney, makes one the dreaded "customer" who really shouldn't be allowed to darken the gates.

 

[Crl1817]

Did you just turn my post into me bashing foreign visitors or something??

That's not what I was talking about in the slightest, and it's a pretty crappy thing to insinuate.

No and I don't even understand where you get that idea.

 

[Love Tink]

But I never, never said I wouldn't follow the rules. I actually said I would follow the rules, which are apparently that people are allowed to hold tables most of the time. And I said I would not argue with a CM about the issue if they disallowed sitting without food. But apparently sitting at a table without food, even when allowed by disney, makes one the dreaded "customer" who really shouldn't be allowed to darken the gates.

But you're missing the fact that certain posters on the Dis have decided that their viewpoint is the same thing as "Disney's Rules."

And yes, they believe that a great percentage of us are not deferential enough to our Disney Overlords to truly be worthy of giving Disney our money.

 

[Tonyz]

No and I don't even understand where you get that idea.

Sorry, I though you were saying something along the lines of I was criticizing people who don't know the customs of America. or something like that.

So what were you saying in your post?

 

[BuzzinDownToDisney]

Common courtesy is not a Disney thing. It's a human thing. Some choose to incorporate it into their personality, while others thrive on ignoring it.

 

[Tonyz]

Common courtesy is not a Disney thing. It's a human thing. Some choose to incorporate it into their personality, while others thrive on ignoring it.

Ohh... that borders on being philosophical!

 

[Planogirl]

There are two types of people who go to Disney World.

A) People who "get" it and are respectful to cast members, other guests, and the property grounds.

B) People who think Disney is just another amusement park and they're entitled to do whatever they want because they're "paying customers."

Assuming that I'm interpreting your post correctly, I don't agree.

My husband and a few other family members aren't enthralled with WDW but they are polite and respectful. Plus I know of at least one person who is a total Disney fanatic but leaves a lot to be desired when it comes to respect.

Being a fan of Disney doesn't automatically make a person "nice".

 

[TygerHawks]

There are two types of people who go to Disney World.

A) People who "get" it and are respectful to cast members, other guests, and the property grounds.

B) People who think Disney is just another amusement park and they're entitled to do whatever they want because they're "paying customers."

How about:

C) All of the above.

I am a paying customer and I do have expectations. I can be frustrated and "demand" or speak to a manager when i don't feel a situation is right, because I...like everyone else...has paid a ton of money to be there. That doesn't mean I ignore common courtesy and decency, but it also doesn't mean that I roll over and take everything either.

 

[maxiesmom]

How about:

C) All of the above.

I am a paying customer and I do have expectations. I can be frustrated and "demand" or speak to a manager when i don't feel a situation is right, because I...like everyone else...has paid a ton of money to be there. That doesn't mean I ignore common courtesy and decency, but it also doesn't mean that I roll over and take everything either.

Agreed. But there are times where it makes no sense to speak to a manager. Take the have to have food before sitting situation. What would you expect a manager to do in that case?

There is a difference between something not being "right" and just not liking their policy.

 

[davale4]

Magic of Disney Fast Passes are generally all gone by 10am, lol

 

[RealBlast3]

Efficiency and customer satisfaction are often diametrically opposed things. Example: The Walmarts in my area all decided to implement the idea of one lineup with 10 cash registers at the end of it. Efficiency-wise, it makes sense. The rules for that line are 12 items or fewer. The line moves so fast I've never spent more than 2 minutes in it.

Customer satisfaction wise, it's a disaster. Since they now have to have most of the staff at those cash registers, only one is open for people with more than 12 items. The lineup there is, on average, 45 minutes (timed it a few times). Twice now I've dumped frozen items before buying them because they've become a soggy mess, and skipped back to the freezer to get something that hasn't been ruined from the wait.

The same can be said about a tables last policy. It benefits smaller groups significantly at the expense of upsetting larger groups who will avoid the restaurant as they (rightly) are certain there won't be seating for them by the time they arrive to eat.

From a money standpoint, one has to consider the cost of spoilage (customers with melted food, and customers with cold food asking for new hot food), the cost of turnaways (customers who won't wait 45 minutes and shop elsewhere--those abandoned carts also contribute to spoilage, and customers who don't feel secure their family will find a seat), and the average price of those turnaways (turning away customers with a full cart, turning away a 1 or 2 person party vs. turning away a Brazilian tour group).

IMHO, income is the intelligent goal here, not efficiency. I'm certain Disney carefully plans it out. Or maybe not, sometimes sense goes out the window when things get stupid (At that same Walmart I have watched every single week customers spend 10 minutes in heated arguments with the manager, then the manager just leaves and doesn't open a register... sigh...)

I co-sign this post. I don't understand why RustyScrapper (and others) would say they found it impossible to "understand" why people would hold tables when getting their food when many here have explained in detail why they do so.

It's like some here believe so strongly in their theory that Disney's method of preventing people from sitting until they have their food and then directing them when a seat is available is the superior method, that they refuse to even hear what the rest of us are saying. I mean, I can understand loyalty to Disney from Castmembers to a point, but Disney is not always right, regardless of their "research".

You have many, many people here telling us they have had a tainted experience with cold food and with tables not being available with this supposedly superior Disney method.

I mean, let's say you enter a restaurant and do a quick scan before you go on line and there's only maybe 2 or 3 open tables, but there are around 10-15 people already on line. Obviously this is not going to work out to everyone's satisfaction, is it? Weather you have Disney's method, or even holding a table method, some people will not have seat.

Simply saying you have a scientific formula that might be hypothetically able to be more efficient ignores that on the day, that formula might be just as big a failure as the holding a table policy. I feel like that formula simply cares about the bottom line but ignores all the guests whose food was literally left out in the cold.

 

[maxiesmom]

ethod.

Simply saying you have a scientific formula that might be hypothetically able to be more efficient ignores that on the day, that formula might be just as big a failure as the holding a table policy. I feel like that formula simply cares about the bottom line but ignores all the guests whose food was literally left out in the cold.

The thing is, when they do hold the tables for guests who already have food, your food is less likely to be cold by the time you eat than it is if a bunch of tables are already taken by those not eating.

I'm not sure why it doesn't make sense, it seems really simple. And honestly, you are not a guest of that quick service restaurant until you have your food. Otherwise you are just a potential guest at best.